Core KPIs over the last 30 days. Read-only.
Chats
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Answer rate
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Deflection rate
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Avg latency
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Volume by day
Top unanswered
Deflection by domain
The content-gap workflow: these are the questions Malcolm could not answer. Triage them into new KB content.
| When | Question | Status & notes |
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Recent sessions over the last 7 days (metadata only). Transcripts are a v1 item, pending legal review.
| Session | Started | Last activity | Turns | Answered | Deflected |
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Everything below is a draft. It does not change live Malcolm until you Publish. Save draft keeps your work without going live.
Voice
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Settings
Routing
The deflection domains. Each is the contact Malcolm hands off to when it cannot answer.
| Key | Label | Phrasing | Remove |
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Versions
| Version | Label | Note | Published | Roll back |
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