FAQ

Dashboard FAQ

Quick answers to the questions the team asks most often about reply timing, what triggers coaching, and how to act on at-risk cases.

Reply timing and SLA

What triggers coaching

At-risk cases and what to do

AI scoring

Teams, groups, and rollups

Still stuck? Open any case to see the AI case summary, the timeline, and a per-reply rubric panel. The Acme Tech sponsor compliance case is wired with the full demo timeline - open it here.

Dashboard FAQ

Reply timing and SLA

When does a reply count as timely?

Does an acknowledgement-only reply count for SLA?

What is the difference between green, amber, and red SLA status?

Why is my SLA % different from my first-response time?

What triggers coaching

What automatically flags a person for coaching?

When does a User Group show up as 'Coach today'?

Does the AI ever clear a flag automatically?

At-risk cases and what to do

What makes a case 'at risk'?

What is the right first action on an at-risk case?

When should I escalate?

How do I use the 'Suggested improved reply' panel?

AI scoring

Is the AI scoring every reply?

What is 'Composite' and how is it calculated?

Should I trust low-confidence scores?

Teams, groups, and rollups

What is a User Group?

How do daily, weekly, and monthly scores differ?