Overview

Agent performance across all HR support channels.

Last 7 daysLast 30 daysLast 90 days
Total Sessions
1,544
AI Resolution Rate
73%
1,133 of 1,544 sessions resolved without handoff
Transfer Rate
17%
256 sessions routed to a human team
Avg. Session Duration
4:02
HRBP Hours Deflected
227h
Estimated HRBP time saved by the agent fleet
Emails Sent
527
Confirmations and follow-ups sent to employees
Teams Notifications
338
Handoff pings to HRBPs, Benefits, Mobility & managers

Session Volume

Stacked by channel — Chatbot, Inbound Calls, Outbound Callbacks

ChatbotInbound CallsOutbound Callbacks

Top Employee Questions

What employees are asking your agents

PTO Balance
347 (22%)
Other
194 (13%)
Benefits Enrollment
193 (13%)
Paycheck Question
172 (11%)
Relocation Status
165 (11%)
Workday Login Issue
122 (8%)
Manager Approval
119 (8%)
Immigration
89 (6%)
Address Change
78 (5%)
Retirement Plan
65 (4%)

Agent Outcomes

Where sessions ended — resolved or routed

Resolved by Agent
1,133 (73%)
Knowledge Gap
115 (7%)
Transferred to HRBP
97 (6%)
Transferred to Benefits
90 (6%)
Transferred to Mobility
69 (4%)
Caller Disconnected
40 (3%)

Key Friction Points

Knowledge-base gaps — intents where the agent failed or had to transfer most often

See all topics →
Workday Login IssueSeverity 116
Knowledge Gaps
23 (19%)
Transfers
22 (18%)
Volume
122
Most-failed query“Helped employee access Workday timesheet submission”
Recommended actionAdd Workday SSO/MFA troubleshooting article to KB and surface to chatbot intent
ImmigrationSeverity 81
Knowledge Gaps
11 (12%)
Transfers
15 (17%)
Volume
89
Most-failed query“Walked through I-9 reverification requirements”
Recommended actionBuild sponsorship-FAQ document (H1B, green card, I-9) and route to immigration specialist
Relocation StatusSeverity 78
Knowledge Gaps
12 (7%)
Transfers
34 (21%)
Volume
165
Most-failed query“Confirmed housing package cap and temporary lodging end date”
Recommended actionSync Cartus case status into Twin so agent can answer directly without escalation
Benefits EnrollmentSeverity 77
Knowledge Gaps
12 (6%)
Transfers
41 (21%)
Volume
193
Most-failed query“Reviewed dependent coverage rules after life event”
Recommended actionRefresh open-enrollment plan comparison content; coordinate with Benefits team
ServiceNow handoffs
371 sessions ended with a ticket

Ticket lifecycle & SLA continues to live in ServiceNow. This is the count of agent sessions in this period that escalated to a tracked ticket.