📥 Open Tickets
47
12 escalated
🤖 Auto-Resolved
85%
▲ 12% this week
⏱ Avg Handle Time
45s
▼ from 15 min
😊 CSAT Score
4.8
▲ 0.3 pts
💰 Cost/Ticket
$0.42
▼ 12% vs last mo
Ticket Queue
| Ticket ID | Customer | Issue | Channel | Priority | Agent | Status | |
|---|---|---|---|---|---|---|---|
#CX-4821 | Sarah M. | Order not delivered (order #88421) | High | Logistics-01 | Processing | ||
#CX-4820 | James K. | Billing discrepancy $45.00 | Chat | Med | Billing-01 | Processing | |
#CX-4819 | Ana R. | Return request – damaged item | Med | Unassigned | Queued | ||
#CX-4818 | Tom W. | Wrong item delivered | Phone | High | Triage-01 | Escalated | |
#CX-4817 | Lucy F. | Password reset not received | Chat | Low | Knowledge-01 | Resolved | |
#CX-4816 | Mark D. | Product question – compatibility | Low | Knowledge-01 | Resolved |
Ticket #CX-4821
High Priority
Customer Profile
Name
Sarah Mitchell
Tier
Gold Member
Total Orders
127
LTV
$4,820
Past Tickets
3 (all resolved)
Order #88421
Items
Nike Air Max 270 (Sz 8)
Order Date
Jun 18, 2026
Carrier
FedEx
Last Scan
Jun 19, Memphis TN
Status
Delayed
AI Agent Reasoning
Logistics-01[Triage] Category: shipping_delay, Confidence: 0.97
[Logistics-01] Carrier API queried: FedEx
[Logistics-01] Delay confirmed: weather disruption Memphis hub
[Logistics-01] ETA recalculated: Jun 24 (+2 days)
[Policy] Gold member → offer $10 credit + expedite upgrade
[Draft] Resolution drafted, awaiting customer send
Draft Resolution
Agent Swarm Status
Triage-01
Active
42 routed today
Logistics-01
Active
18 tickets
Billing-01
Active
9 disputes
Knowledge-01
Active
63 kb queries
| Agent | Specialization | Active Tickets | Success Rate | Avg Handle Time | HITL Rate | Status |
|---|---|---|---|---|---|---|
| Triage-01 | Routing & Classification | 4 | 99.1% | 2s | 0.4% | Running |
| Logistics-01 | Shipping & Order Issues | 12 | 88.2% | 34s | 6.1% | Running |
| Billing-01 | Payments & Disputes | 5 | 92.4% | 41s | 4.8% | Running |
| Knowledge-01 | FAQ & Product Info | 26 | 97.8% | 12s | 0.2% | Running |
| Orchestrator | Coordination & Routing | 47 | 99.9% | 1s | 0.0% | Orchestrating |
Live Chat — #CX-4820 (James K.)
Agent: Billing-01James K. — 09:12
Hi, I see a charge of $45 on my statement I don't recognize. Order #88390 was cancelled but I was still charged.Billing-01 (AI) — 09:12
Hi James! I've looked into order #88390. You're right — the cancellation was processed but the charge wasn't reversed. I'm initiating a full refund of $45.00 now. It will appear in 3–5 business days.James K. — 09:13
Thank you! Can you send a confirmation email?AI Suggestions
✓ Confirm refund and send email receipt
Offer 10% discount on next order as goodwill
Escalate to human agent for full investigation
Context
Category
Billing Dispute
Confidence
0.96
Policy Match
Auto-refund ≤$100
Resolution Workflow — #CX-4821
Agent Reasoning Chain
CompletedStep 1 — Triage-01
Intent classified: shipping_delay (0.97). Customer tier: Gold. Routed to Logistics-01.
Step 2 — Logistics-01
Queried FedEx carrier API. Confirmed delay: weather disruption at Memphis hub. ETA recalculated +2 days.
Step 3 — Policy Engine
Gold tier + delay >24h → auto-apply $10 credit + overnight shipping upgrade. Policy ref: POL-L-047.
Step 4 — Zendesk API
Credit applied to account. Shipping upgraded. Ticket status updated to "Pending Customer Confirm".
Step 5 — Writer Agent
Customer response drafted, personalized with order details and credit amount. Sent via email.
Step 6 — Supervisor
Resolution verified. No HITL required. Task marked complete. CSAT follow-up scheduled in 48h.
Total Steps
6
Elapsed Time
43s
HITL Required
No
Policy Applied
POL-L-047
Knowledge Base
| Title | Category | Confidence | Used Today | Last Updated | |
|---|---|---|---|---|---|
| Shipping delay compensation policy | Shipping | 0.97 | 18 | Jun 20, 2026 | |
| Billing dispute auto-refund rules | Billing | 0.95 | 9 | Jun 19, 2026 | |
| Return & exchange process (damaged items) | Returns | 0.93 | 7 | Jun 18, 2026 | |
| Password reset troubleshooting steps | Account | 0.91 | 12 | Jun 15, 2026 | |
| Product compatibility guide 2026 | Products | 0.87 | 5 | Jun 10, 2026 |
Policy Graph & Guardrails
Active Policy Rules
POL-L-047Active
Gold member + delay >24h → $10 credit + shipping upgrade
POL-B-012Active
Auto-refund billing disputes ≤$100 within 24h
POL-R-009Review
Returns >30 days require manager approval
POL-E-001New
All PII data masked before agent processing
HITL Guardrails
Escalation Confidence Threshold
0.70Max Auto-Refund Amount
Escalation Center — HITL Queue
3 Pending Review| Ticket | Customer | Reason for Escalation | Agent | Waiting | Action |
|---|---|---|---|---|---|
#CX-4818 | Tom W. | Wrong item — high frustration detected | Logistics-01 | 8 min | |
#CX-4815 | Priya S. | Repeated contact (3x) — no resolution | Knowledge-01 | 14 min | |
#CX-4810 | Robert A. | Mentioned legal dispute | Billing-01 | 22 min |
Deflection Analytics
🎯 Deflection Rate
85%
▲ +12% vs baseline
⏱ AHT Reduction
94%
15 min → 45 sec
💸 Cost Savings
$12K
12% return-to-sender cut
😊 CSAT
4.8 / 5
▲ 0.6 pts
Deflection by Agent
Knowledge-0197.8%
Triage-0199.1%
Billing-0192.4%
Logistics-0188.2%
Tickets by Category
Shipping45%
Billing22%
Returns18%
Product Q&A15%
System Configuration
Agent Personas
Triage Tone
Response Language
Brand Name in Responses
Tool Permissions
Escalation Thresholds
Confidence floor (escalate below)
0.70Max wait before HITL alert (minutes)
VIP threshold (lifetime value)