96.4%
Intent Recognition Accuracy
+1.2%vs 95.2% last week
1,847
Active Sessions
+218Right now
1m 32s
Avg Handle Time
-18svs 1m 50s last week
⚠ Alert
11.8%
Escalation Rate
+3.6%↑ Spike vs 8.2% target
4.7/5
CSAT Score
+0.3Based on 12,480 ratings today
₹1.80
Cost per Resolution
-₹0.22vs ₹6.40 human agent
Session Volume
Daily query volume — last 7 days
Total Sessions
Resolved
Escalated
Language Distribution
Query channel breakdown today
Hindi
45%Hinglish
38%English
17%Hinglish +11% vs last week — tier-2 city rollout driving adoption
Intent Recognition Accuracy by Category
Today — all active Flipkart intent modules
≥95% Target
90–95% Watch
<90% Alert
Seller Support89.4%
Address Change87.8%
Recent Voice Sessions
10 sessions today
Session ID | Language | Intent | Duration | Outcome | CSAT | Time | |
|---|---|---|---|---|---|---|---|
| sess-FK-20240612-010 | Hindi | Exchange Request | 1m 28s | Resolved | ★★★★★ | 04:44 IST | |
| sess-FK-20240612-009 | English | Address Change | 2m 15s | Resolved | ★★★★★ | 04:47 IST | |
| sess-FK-20240612-008 | Hinglish | Payment Failure | 3m 44s | Escalated | ★★★★★ | 04:51 IST | |
| sess-FK-20240612-007 | Hindi | Order Cancellation | 0m 52s | Resolved | ★★★★★ | 04:54 IST | |
| sess-FK-20240612-006 | English | Seller Settlement | 5m 18s | Escalated | ★★★★★ | 04:58 IST | |
| sess-FK-20240612-005 | Hinglish | Product Query | 1m 05s | Resolved | ★★★★★ | 05:03 IST | |
| sess-FK-20240612-004 | Hindi | Delivery Issue | 4m 22s | Escalated | ★★★★★ | 05:07 IST | |
| sess-FK-20240612-003 | English | Refund Status | 1m 48s | Resolved | ★★★★★ | 05:09 IST |
Showing 1–8 of 10
Escalation Alerts
3 active