Top Questions

What employees ask, how often the agents resolve it, and where to focus next.

Last 7 daysLast 30 daysLast 90 days
5 intents have a resolution rate below 70% — candidates for prompt or knowledge-base improvements.

Knowledge Base Gaps

Ranked by severity — the intents pushing the most employees to a human team

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
Manager ApprovalSeverity 56
Knowledge Gaps
4 (12%)
Transfers
4 (12%)
Volume
33
Most-failed query“Sent manager notification for pending approval”
Recommended actionSurface delegate-approval workflow earlier in conversation
OtherSeverity 50
Knowledge Gaps
1 (2%)
Transfers
12 (26%)
Volume
47
Most-failed query“Reviewed tuition reimbursement eligibility”
Recommended actionCluster miscellaneous queries into new intents (commuter, wellness, referrals)
Address ChangeSeverity 50
Knowledge Gaps
1 (6%)
Transfers
5 (28%)
Volume
18
Most-failed query“Confirmed payroll tax jurisdiction change after address update”
Recommended actionDocument multi-jurisdiction tax change handling for cross-state moves
PTO BalanceSeverity 37
Knowledge Gaps
3 (3%)
Transfers
11 (12%)
Volume
91
Most-failed query“Provided breakdown of used and pending PTO for current year”
Recommended actionMaintain current accrual-policy doc as employee population grows
Relocation StatusSeverity 33
Knowledge Gaps
1 (2%)
Transfers
7 (16%)
Volume
45
Most-failed query“Reviewed timing of household goods shipment”
Recommended actionSync Cartus case status into Twin so agent can answer directly without escalation
Paycheck QuestionSeverity 29
Knowledge Gaps
2 (4%)
Transfers
4 (9%)
Volume
46
Most-failed query“Clarified tax withholding change after recent move”
Recommended actionExpose pay-stub line-item glossary to the agent's RAG index

All Topics

Volume, resolution, and example queries per intent

TopicVolumeResolution %Avg Handle TimeTrendExamples
ImmigrationFriction
2564%4:14
“Provided contact for immigration specialist”
“Discussed sponsorship paperwork deadline”
Workday Login IssueFriction
3165%4:04
“Helped employee access Workday timesheet submission”
“Resolved Workday access issue before payroll cutoff”
Benefits EnrollmentFriction
5165%3:51
“Confirmed dental and vision benefits coverage and premiums”
“Compared PPO and HDHP plan tiers for employee”
Address ChangeFriction
1867%4:06
“Updated mailing address for tax document delivery”
“Confirmed payroll tax jurisdiction change after address update”
OtherFriction
4768%4:20
“Reviewed referral bonus program details”
“Explained remote work guidelines policy”
PTO Balance
9185%4:12
“Confirmed remaining PTO days and explained accrual schedule”
“Provided breakdown of used and pending PTO for current year”
Paycheck Question
4680%4:29
“Explained last paycheck net amount and deductions”
“Clarified tax withholding change after recent move”
Relocation Status
4578%3:39
“Explained gross-up estimate for interstate move”
“Provided counselor contact info for relocation questions”
Manager Approval
3373%4:45
“Sent manager notification for pending approval”
“Reviewed steps to escalate a stalled approval”
Retirement Plan
1872%4:17
“Explained retirement contribution change for next pay period”
“Walked through rollover options from previous employer”