Conversations handled
1,248
+18% from Apr 3 - May 2
Workspace performance
Overview
Customer agent performance, conversations, actions and knowledge health.
Needs review
12
-14% from Apr 3 - May 2
Automation rate
87%
+6pp from Apr 3 - May 2
Goals completed
532
+21% from Apr 3 - May 2
Avg. first response
1m 24s
-18s from Apr 3 - May 2
Customer satisfaction
4.6/5
+0.2 from Apr 3 - May 2
Conversations over time
100
75
50
25
0
May 3
May 8
May 13
May 18
May 23
May 28
Jun 1
Website chat
Email
SMS
Total 1,248
Queue & operations
Needs review
12
High
Waiting for customer
8
Neutral
Escalated
2
High
Auto-resolved
24
Good
SLA risk (15m)
1
High
Active channels
Email
Active
Website chat
Active
SMS
Active
Voice (Phone)
Coming soon
Knowledge health
87%
Coverage score
Sources23
Missing info7
Suggested improvements11
Top intents
EU-control booking
28%
Service request
21%
Invoice question
16%
Repair inquiry
14%
Opening hours
8%
Recent activity
Booking created
EU-control booking for Audi A4 (2019)
Reply approved by agent
Time estimate confirmed
Customer replied by email
Re: Invoice #2023-1457
Knowledge gap detected
Tow pricing for EV
Cases / leads
7Open cases
3New leads today
1Unassigned
#CAS-1023
Knut Hansen
Service request
High
Open
#CAS-1019
Maria Johansen
Repair inquiry
Medium
Open
#CAS-1016
Erik Solberg
Invoice question
Low
Waiting
Agent performance
Auto-resolved
+6pp from Apr 3 - May 2
87%
Review rate
-1.8pp from Apr 3 - May 2
9.6%
Escalation rate
-0.7pp from Apr 3 - May 2
2.1%
Automation & review
1,248
Total conversations
Auto-resolved
1,086 (87%)
Agent replied
92 (7%)
Needs review
12 (1%)
Escalated
58 (5%)
Queue operations
Review queue
AI-drafted replies and actions waiting for approval.
12 conversations
Sorted by priorityConversation #C-2026-06-28-0847
Email, High priority, SLA 15m
Trust score 87%
Customer message
Received 09:24
Hello! I need an EU-control on my Audi A4, 2019 model. Do you have time later this week in Lier?
Review required
- Action requires human approval: booking creation
- AI confidence: High (87%)
- Action risk: Medium
Why this needs review
Agent wants to create a booking on behalf of the customer. Company policy requires approval for all bookings.
AI drafted response
Will be sent after approval
Hello Kristin,
Thanks for your message. We can help with EU-control for your Audi A4 (2019).
We currently have availability on Tuesday at 08:00, Thursday at 13:30 and Friday at 10:00.
Please let me know which option fits best, and I will confirm the appointment.
Best regards
Lier Bilservice
Proposed action
Medium riskCreate booking for EU-control. Proposed times: Tue 08:00, Thu 13:30, Fri 10:00.
Conversation operations
Conversation
Customer conversation, AI reasoning, actions and audit trail.
CN
Camilla Nerstad
camilla.nerstad@gmail.com
+47 452 11 882
Today
CN
Camilla Nerstad
Email
Hi! I need to move my EU inspection appointment that's currently on Monday 23 June at 10:00.
Does anything later next week work?
Does anything later next week work?
C
Convir (AI Agent)
Email
Hello Camilla! I can help you move your EU inspection appointment.
Available times next week:
- Tuesday 24 June: 09:00, 11:00, 14:00
- Wednesday 25 June: 09:00, 13:00, 15:00
- Friday 27 June: 10:00, 13:00, 15:30
Which time works best for you?
Available times next week:
- Tuesday 24 June: 09:00, 11:00, 14:00
- Wednesday 25 June: 09:00, 13:00, 15:00
- Friday 27 June: 10:00, 13:00, 15:30
Which time works best for you?
CN
Camilla Nerstad
SMS
Tuesday 24 June at 11:00 works great. Please move it to that time.
⚙
System
Action executed
Tool: booking_find_slots — Success\nTool: booking_move_booking — Success
C
Convir (AI Agent)
Draft response • Waiting for approval
Great! I've moved your EU inspection to Tuesday 24 June at 11:00.
You'll receive a confirmation shortly. If you need anything else, just let us know.
You'll receive a confirmation shortly. If you need anything else, just let us know.
Conversation summary
IntentMove appointment
GoalMove EU inspection to a later time
OutcomePending approval
ConfidenceHigh
LanguageEnglish
Detected atToday, 09:12
Booking details
Booking IDBKG-2026-06-0157
ServiceEU inspection
VehicleAudi A4 (2019)
FromMon 23 Jun 10:00
To (proposed)Tue 24 Jun 11:00
Created28 May 2025
Customer operations
Customer admin
A focused workspace for customer context, upcoming actions and account-level service history.
KH
Kristin Haugen
Verified customer profile linked across email, SMS and website chat.
Verified identity
High trust
Booking enabled
Last active10 min ago
Preferred channelSMS
Next bookingTue 09:00
Tue 09:00
EU-control and annual service
2
1 waiting for confirmation
18m
Average across active cases
Verified
Email and phone validated
Live customer context
VehicleAudi A4, 2019
Last serviceBrake pads and inspection
Open issueInvoice clarification on labor split
Agent memoryPrefers short SMS confirmations and morning drop-off
Recent customer activity
Requested EU-control reschedule
Customer asked to move from Thursday to Tuesday
Uploaded invoice question
Asked about labor line and parts split
Preferred channel updated
Customer switched to SMS-first notifications
Customer admin workspace modules
Profile & identity
Centralized verified contact points, trust level and customer-specific memory.
Conversation timeline
Unified cross-channel history with assistant actions, approvals and outcomes.
Open requests
Track booking changes, approvals, cases and unresolved operational tasks.
Channel preferences
Set consent, communication rules and customer-specific response expectations.