Choose a comparable period and group
Compare periods with reasonably similar volume and work, using available screen filters. If data is limited or the agent has just started, include that in your interpretation. An insufficient sample establishes neither success nor failure.
Read reply time alongside answer quality
Time to first reply helps describe the opening experience, but does not establish correctness or a completed sale. Review relevant conversation samples to check understanding, knowledge use and the next step.
Understand why the team was involved
More handoffs may reflect complex cases or instructions that respect boundaries more closely. Check the reason and whether the conversation reached the appropriate person. The goal is useful human involvement when needed, rather than eliminating every intervention.
Connect usage with changes
Review the model, usage volume and displayed cost, including whether amounts are estimates. Record instruction or knowledge changes and then observe a suitable sample. Do not attribute every movement in results to a single adjustment without checking the wider conditions.