1,114 remaining out of 4,00022 days left in period
25%50%75%100%
Plan upgrade scheduled
Your plan increases to — min starting —
Calls Handled
3,840
+8% vs prev period
128 per day · 70.3% success
Minutes Handled
18,420min
+12% vs prev period
614 per day · 4m 48s average call
Ticket Activity
1,817
1,205 created · 612 updated
1,178 in TeamSupport
Performance Analysis
3,636analysed
94.7% of 3,840 calls handled
92.3% identified · 98.2% data captured
No analysed callsCall quality is only measured once a call has been analysed.
Analysis unavailableThe voice analysis service did not respond.
Minutes Handled
18,420
total minutes
+12% vs prev period
614
per day
4m 48s
avg call
+6% vs prev period
Call length
742
under 2 min
19.3%
1,858
2–5 min
48.4%
1,240
over 5 min
32.3%
Shorter is not better — there is no call-time target. Nearly half of all calls run 2–5 minutes, and the third that run past five are largely the ones AiMY sees through to a resolution. Read the 4m 48s average alongside assistance outcomes, not on its own.
Calls Handled
3,840
total calls
+8% vs prev period
128
per day
70.3%
success rate
2,698 of 3,840
1,205
tickets raised
Outcomes of all 3,840 calls
✓Full resolution1,54540.2%
Why they asked
Asked before AiMY engaged53755%
Asked for an agent or department16717%
Asked for a supervisor10711%
Declined automation10210%
Other677%
Handed over after troubleshooting22432%
L1 scope48668%
Diagnosis captured323100%
Specialist queue assigned323100%
Evidence attached29591%
Picked up by L226080%
Top reasons
No speech detected5737%
Caller silent after greeting4429%
Outside known catalogue7357%
No system access5643%
Up front means before AiMY engaged with the problem. Those 537 do not count toward the success rate; the 443 who asked once the call was under way do, because the customer and the problem were already identified when the agent picked up.
Handoffs of all 3,840 calls
1,690
handoffs
44.0% of calls handled
38s
avg wait to connect
Every call handed straight to a person: the 710 clean handoffs plus the 980 who asked for one. Whether each went to the right team is on the Performance Analysis card.
The +8% rise is sustained, not a spike. Every week of the month came in above the equivalent week last period, with the largest gain on Fridays (+13%).
Ticket Activity
1,817
total activity
created + updated
1,205
tickets created
612
tickets updated
1,178
in TeamSupport
27 failed
i
27 tickets failed to create
AiMY attempted 1,205 tickets this period and 27 did not reach TeamSupport, leaving 1,178. Failed tickets keep their call context and can be re-sent.
Updates
Tickets AiMY created
38863.4%
Tickets AiMY updated
22436.6%
1,817 tracked actions from 3,840 calls. 224 landed on tickets that already existed, which is 224 duplicate cases TeamSupport did not have to merge later.
Performance Analysis
3,636
calls analysed
of 3,840 handled
92.3%
customer identified
2,764 of 2,995
87.2%
problem identified
2,612 of 2,995
48.0%
resolved by troubleshooting
1,438 of 2,995
Analysed calls only — 3,636 of 3,840. The rest join as their analysis completes, so these numbers can still move. Volume, outcomes and handoffs never wait on analysis; those are final, on the Calls Handled card.
AiMY process of the 2,995 analysed calls AiMY took end to end
1Customer identified92.3%
2,764 identified231 not identified
Customer identified
Recognised from memory1,71262%
Identified fresh on the call1,05238%
Correct name captured2,59494%
Accurate record data captured2,43188%
Customer not identified
No match on the calling number9842%
Caller declined to confirm identity6227%
Multiple accounts matched4419%
Name captured but not verifiable2712%
Recalled from memory
Name recalled
1,48987%
Office confirmed
1,20470%
Title applied
38623%
Of the 1,712 callers AiMY already knew. Coverage, not a score — there is nothing to recall for a caller it is meeting for the first time.
2Problem identified87.2%
2,612 identified383 not identified
Problem identified
Issue captured before transfer2,33689%
Problem not identified
Description too vague to classify14738%
Multiple unrelated issues in one call11129%
Audio quality prevented understanding7319%
Issue outside the known catalogue5214%
3Open ticket found7.5%
224 matched an open ticket2,771 new issue
Coverage, not a score. A match means AiMY updated the ticket that already existed for this customer on this problem, instead of opening a duplicate.
4Resolved by troubleshooting48.0%
1,438 resolved on the call1,557 escalated
What troubleshooting achieved
✓Resolved on the call1,43848%
Why it was escalated
Out of scope87256%
Direct transfer, asked mid call41226%
Knowledge gap27318%
Escalation quality
Escalation reason usable1,31885%
Procedure available90.9%
2,722 had a procedure273 knowledge gap
A knowledge gap is the addressable failure on this card: AiMY named the problem correctly and had no procedure for it. Closing all 273 would take troubleshooting from 48.0% resolved to 57.1%.
5Resolution and handoff is the last stage — it is the Outcomes section at the top of this modal.
Resolution quality
Resolution confirmed with the caller1,30190%
Data captured of 3,636 analysed calls
Complete data captured98.2%
3,571 complete65 with a gap
Where the gap was
Detail missing3960%
Multiple issues2640%
Handoff quality of the 1,470 handoffs analysed
Routed to the correct team1,38294%
Routed to the wrong team886%
Handoff volume and wait to connect are on the Calls Handled card — they are known the moment a call ends.
Troubleshooting resolves just under half of what it takes on — the other 1,557 calls go to a person. Most of that is scope rather than failure: 872 escalations were L1 or L2 work AiMY was never meant to do, and 412 were callers asking for a person mid call. The 273 knowledge gaps are the ones to act on, because AiMY named the problem correctly and had no procedure for it. Closing those alone would take 48.0% resolved to 57.1%.
Minutes balanceAdd Minutes
At your current pace you've used 1,114 min of this month's balance. An add-on covers an immediate shortfall; upgrading your plan is better if you regularly hit the limit.
Monthly planUpgrade Plan
Current plan
4,000 min / mo
Used this month
2,886 min
Remaining
1,114 min
min / mo
Current quota4,000 min / mo
Minutes added—
New total quota—
Effective fromNext billing cycle · May 2025
The upgraded quota is permanent and renews each month. You can still add one-time top-ups on top of this quota when needed.
Confirm actionConfirm Plan Upgrade
Current plan4,000 min / mo
Minutes added—
New total quota—
Effective fromNext billing cycle · May 2025
Your current month's balance remains unchanged. The new quota activates at the start of your next billing cycle and renews automatically.
Plan updatedUpgrade Scheduled
Plan upgrade scheduled
Your new monthly quota activates at the start of the next billing cycle.
Minutes added to plan—
New total quota—
Effective fromMay 2025
Add-on · this month onlyAdd-on Minutes
Remaining balance1,114 min
Add-on— min
New remaining1,114 min
Confirm actionConfirm Add-on
Remaining balance1,114 min
Add-on (this month only)— min
New remaining1,114 min
Effective fromImmediately · Apr 2025
This will add a one-time top-up to your balance for the current period. Your plan's permanent balance remains at 4,000 min — the add-on applies to April 2025 only.
Balance updatedAdd-on Applied
Credits applied
Your add-on has been applied to this month's balance and is now active.