What can I monitor in the SwissCXAI dashboard?

The SwissCXAI dashboard provides real-time visibility on your customer support performance.
You can monitor:

1. Number of AI conversations

Total conversations handled autonomously by the AI agent.

2. Human escalations

Cases that required manual intervention from the concierge support team.

3. Resolution rate

The percentage of conversations successfully resolved by AI or by human support.

4. SLA performance

Track whether response times for human escalations are meeting the agreed service levels (Standard 120 min NBH / Silver 90 min NBH / Gold 60 min NBH).

5. CSAT (Customer Satisfaction)

Customer feedback collected after support interactions.

6. Conversation trends and spikes

Daily, weekly, and monthly activity patterns to identify peak support demand.

These insights allow you to optimize your digital support operations and quantify the impact of automation.