Containment Dashboard — Rates & Conversation Breakdown

The Containment Dashboard is the default landing view within the Containment tab. It combines two key visualizations into a single screen: the Containment and Transfer Rates chart (upper section) and the Total Conversations with Contained and Transferred chart (lower section).

1. Containment and Transfer Rates

The upper section displays a dual-line time-series chart showing the Average Containment Rate (Daily) and Average Transfer Rate (Daily) plotted over the selected date range.

Figure 1: Containment and Transfer Rates — Daily Trend (Dashboard View)

Y-Axis: Containment and Transfer Rates, ranging from 0% to 100%.

X-Axis: Day of Conversation Date, displaying daily data points across the selected date range.

Blue line / labels: Average Containment Rate (Daily) — displayed as blue percentage labels at the top of the chart.

Orange line / labels: Average Transfer Rate (Daily) — displayed as orange percentage labels at the bottom of the chart.

Show Events toggle: When enabled, event markers (deployments, configuration changes, incidents) are overlaid on the timeline for correlation analysis.

Inbound/Outbound filter: Allows users to analyze containment performance separately for different conversation initiation methods.

2. Total Conversations with Contained and Transferred

Figure 2: Total Conversations with Contained and Transferred — Daily Breakdown

Blue bars (Contained): Conversations fully handled by the AI assistant without any transfer.

Orange bars (Successful Transfers): Conversations transferred to another destination where the transfer completed successfully.

Red bars (Unsuccessful Transfers): Conversations where a transfer was attempted but failed — representing a failed customer experience. Each bar is labeled with the exact conversation count. The weekday/weekend volume pattern is clearly visible, with weekdays showing significantly higher volumes (6,000–8,000+) than weekends (800–2,500).

3. Interactive Hover Detail

Hovering over any bar reveals a comprehensive tooltip showing: Date, Total Conversations, Contained count, Successful Transfers, Unsuccessful Transfers, and Total Transfers.

Figure 2: Hover Tooltip — Tue 3/24/26: 8,007 Conversations, 8,007 Contained, 0 Transfers

3. Business Value

The Containment Dashboard answers the fundamental question: “Is our AI assistant handling conversations effectively, or are conversations falling through to human agents?” A consistently high containment rate indicates the AI assistants are performing well. A declining rate or spikes in transfer activity signal potential issues such as new conversation scenarios the AI cannot handle, bot configuration errors, or degradation in AI model performance.

The daily stacked bar chart reveals volume patterns for staffing and capacity planning. The combination of rate trending (upper chart) with absolute volume (lower chart) provides both relative and absolute perspectives on containment performance.