How to Read the Handover Charts on the Supervisor Brief

This week is the view Supervisor opens on. Under Where customers get stuck, two charts answer two different questions. Handovers by reason says how often your Agent Stack reached a human and why. How conversations ended says how the conversations it finished on its own turned out. This article covers what each mark on those charts means, and how to get from a reason to the conversations behind it.

Handovers by reason

Each bar is one period: the share of the conversations your Agent Stack started in that period that reached a human. It started a conversation when it replied first, and each conversation counts once. A window of 28 days or more draws one bar per week; a shorter window draws one bar per day.

Each bar is cut by the reason for the handover. A part of a bar is that reason’s share of the period’s handovers, multiplied by the rate — so a part is a share of the rate, not a rate of its own. The tooltip gives you all three numbers: the rate, the conversations behind it, and per reason its points of the rate, its handover count and its share.

Two marks are worth knowing:

• On a weekly chart, a bar with a dashed edge is a week the window cuts short, so it holds fewer days than the bars beside it.
• A faded bar belongs to the period before the one the headline reports, and sits left of a dashed divider.

A period with no bar at all has no readable rate: either the stack answered nothing there, or it answered fewer conversations there than it handed over, so the share cannot be read. The information icon on the chart says which of the two it was, and how many periods it covers.

The reasons and their colours

Six reasons carry a colour of their own, and the colour belongs to the reason: it is the same colour every week, whatever the volumes do. A reason with no handovers anywhere on the chart is left out of the chart and the legend.

• Missing knowledge — The answer was not in the knowledge the stack can read.
• No tool for it — The stack needed to look something up, or to act, and had no tool for it. When a period has both, the tooltip splits them into Couldn’t look something up and Couldn’t perform an action.
• Low confidence — The stack had an answer but was not sure enough of it.
• Policy required a human — An approval or a policy required a person.
• Out of scope — The topic sits outside every specialist you configured.
• Customer asked for a human — The customer asked to be transferred.

Other reasons is the quiet grey part. It holds the handovers that name no reason or a reason not in the list, and the ones a broken tool caused — a fault rather than something a customer ran into. The tooltip names each one inside it, with its count, so grey never hides a number you cannot read.

One channel, or all of them

A filter above the chart holds All and then every channel with 50 or more conversations in the window. A channel below that has too few conversations for a share anybody can trust, so it stays inside All and the information icon names it. A workspace with only one channel gets no filter and no lines: its one channel is the same as All.

On All, each of those channels also draws its own rate as a thin line with a dot per period, in that channel’s own colour, on the same percent axis as the bars. A channel’s line can sit above or below the bars, because the bars are every channel together. Pick one channel and the bars become that channel’s own rate, so the lines go — the same number drawn twice says nothing.

Reading the handovers behind a reason

Press a reason, either on a bar or on its entry in the legend below the chart, and Supervisor opens the handover list narrowed to that reason, in the same window and the same channel the chart was drawn with, newest first. The reason and the channel show as filter chips above the list, and you can clear either one. Each row carries what the Agent Stack itself wrote about the handover, the conversation’s current status, and a link into the conversation. Other reasons cannot be pressed.

Two things about that list:

• It includes the handovers an open fix already covers, because the bar counted them too.
• It holds at most the 200 most recent handovers, and says “Showing the 200 most recent handovers here.” when it reaches that ceiling.

Press a reason on a faded bar and nothing happens: the list reads the window the page is on, and a reason only the earlier period carried would open empty.

This list is the flat view of the reasons. For the same handovers grouped by meaning and ranked by how often each gap happens, use Gaps — every handover carries its own sentence, so only the grouping can rank them. See How to Review Top Gaps on the Supervisor Overview.

How conversations ended

This card counts the opposite set: the conversations your Agent Stack finished on its own, which never reached a human, out of those Supervisor could assess. Three tiles give the shares — Confirmed resolved, Assumed resolved, Abandoned — and the chart below them, Outcomes over time, plots the same three over time.

A Count / % control sits above the chart:

• Count draws the conversations that closed each period, stacked by the way they ended. It is the default.
• % draws each period’s mix instead: the three shares fill the bar, whatever the period counted, so a quiet week and a busy week are the same height and can be compared.

The tooltip gives the count and the share in both modes, so switching never hides a number.

Press one of the three percentages above the chart and the chart shows that one outcome as a rate over time instead: a line for All channels, and a line per channel with enough assessed conversations. A period that assessed nothing leaves a gap rather than a zero, because “nothing was assessed” and “nothing ended this way” are different facts. Press Show all three outcomes to come back; the Count / % control returns with it.

The faded bars at the end are still settling: a conversation that closed very recently can reopen and move them. The information icon on the chart says how long that window is.

Summary

• A bar on Handovers by reason is the handover rate for one period, cut by reason; a part of it is the reason’s share of the rate, and the tooltip gives every number behind it.
• Six reasons have a colour of their own, and it never changes with the volumes. Other reasons holds only handovers that name no reason or a reason not in the list, and tool failures, and the tooltip names each one.
• On All, every channel with 50 or more conversations draws its own rate as a line beside the bars. Pick one channel and the bars become that channel’s rate.
• Pressing a reason opens the handovers behind it, in the same window and channel, in the Agent Stack’s own words. Gaps is the same material grouped by meaning and ranked.
• How conversations ended reads as counts or as each period’s mix; the tooltip gives both numbers either way.