Agent Resolution Intelligence

Meridian Financial Services • Conversational AI & Human Agent Performance

FCR Rate

74.2%

+3.1pp

AI Containment

61.8%

-1.2pp

Avg Handle Time

6.4m

-0.8m

Escalation Rate

12.3%

Flat

Blended CSAT

4.18

+0.09

Deflection Savings

$142K

+$18K

Containment Rate by Intent Cluster

Billing Dispute & Complaint intents below 55% containment threshold (flagged)

Avg Handle Time by Resolution Type

Top Escalation Reasons

CSAT Score by Resolution Path

Session Abandonment by Stage

Agent Utilization Heatmap (Hour × Weekday)

Mon

Tue

Wed

Thu

Fri

Sat

Sun

Utilization:

40–60%

60–80%

80–95%

95–105%

>105%

Intent × Knowledge Gap Recurrence

Intent Cluster	Gap Type	Recurrence	Avg Sessions	Status
Billing Dispute	Policy clarification missing	34	287	Critical
Technical Reset	Password reset flow unclear	21	156	High
Account Change	Address verification steps	18	203	High
Complaint	Escalation path ambiguous	29	412	Critical
Policy Lookup	Coverage detail depth	12	98	Medium
Order Status	Tracking link format error	9	74	Medium
Account Change	Beneficiary update rules	15	134	High
Early Withdrawal	Penalty calculation script	27	321	Critical

Deflection Savings (30 Days)

Week 2 dip: NLU model rollback after early-withdrawal misclassification spike