Overview

Agent performance across all HR support channels.

Last 7 daysLast 30 daysLast 90 days
Total Sessions
405
AI Resolution Rate
74%
299 of 405 sessions resolved without handoff
Transfer Rate
17%
67 sessions routed to a human team
Avg. Session Duration
4:11
HRBP Hours Deflected
60h
Estimated HRBP time saved by the agent fleet
Emails Sent
141
Confirmations and follow-ups sent to employees
Teams Notifications
89
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
91 (22%)
Benefits Enrollment
51 (13%)
Other
47 (12%)
Paycheck Question
46 (11%)
Relocation Status
45 (11%)
Manager Approval
33 (8%)
Workday Login Issue
31 (8%)
Immigration
25 (6%)
Retirement Plan
18 (4%)
Address Change
18 (4%)

Agent Outcomes

Where sessions ended — resolved or routed

Resolved by Agent
299 (74%)
Knowledge Gap
28 (7%)
Transferred to HRBP
27 (7%)
Transferred to Benefits
26 (6%)
Transferred to Mobility
14 (3%)
Caller Disconnected
11 (3%)

Key Friction Points

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

See all topics →
Workday Login IssueSeverity 83
Knowledge Gaps
6 (19%)
Transfers
5 (16%)
Volume
31
Most-failed query“Helped employee access Workday timesheet submission”
Recommended actionAdd Workday SSO/MFA troubleshooting article to KB and surface to chatbot intent
Benefits EnrollmentSeverity 71
Knowledge Gaps
4 (8%)
Transfers
13 (25%)
Volume
51
Most-failed query“Compared PPO and HDHP plan tiers for employee”
Recommended actionRefresh open-enrollment plan comparison content; coordinate with Benefits team
ImmigrationSeverity 57
Knowledge Gaps
3 (12%)
Transfers
4 (16%)
Volume
25
Most-failed query“Walked through I-9 reverification requirements”
Recommended actionBuild sponsorship-FAQ document (H1B, green card, I-9) and route to immigration specialist
Retirement PlanSeverity 57
Knowledge Gaps
3 (17%)
Transfers
2 (11%)
Volume
18
Most-failed query“Confirmed beneficiary designation update”
Recommended actionIndex 401(k) rollover and vesting policies; pull beneficiary update flow from Workday
ServiceNow handoffs
95 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.