Volume by day
Sentiment
Routing / status
Open / unresolved
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Aged > 30 days
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Groups with backlog
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Oldest open
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Open / unresolved tickets by group
Every group's live backlog (status not Resolved/Closed) with the system-listed lead and aging. Snapshot refreshed nightly; sorted to surface the oldest piles first.
| Group | Lead | Members | Open | 0–7d | 8–30d | 31–90d | 90d+ | Oldest |
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Topic distribution
AI-extracted topics across the selected source(s) and date window.
FLC bypass rate by day
Calls only. Calls where the caller is from a firm with a dedicated FLC pod but reached the call center anyway.
Friction signals (latest 20)
Negative-sentiment calls + multi-signal tickets the AI flagged. Source filter narrows the feed.
Named agents
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Unattributed (queue)
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Top by volume
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Top by resolved %
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Records per agent
Counts records (calls + tickets) handled by each named agent in the window. Source filter narrows.
Per-agent metrics
Click an agent to filter the All Records tab by them.
| Agent | Records | Avg dur | Resolved % | Friction % | Avg sentiment | Last activity |
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All records
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| Date | Source | Group / type | Agent | Topic | Sentiment | Outcome / status | Friction | Summary |
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