# Reading the reports

Which numbers mean something, which ones mislead, and what to change on Monday.

Source: https://docs.omazy.ai/insights/reading-reports/

Reports are only useful if they change what you do. Here is which numbers earn
their place and which ones flatter you.

## Resolution rate, read carefully

Resolution rate on its own can be gamed by an agent that answers everything
confidently. A model that never says "I do not know" will post an excellent
resolution rate and a slowly worsening business.

Read it next to handover rate and, more importantly, next to the conversations
that ended without a useful answer. An agent that resolves less and escalates
well beats one that resolves more and is wrong, every time.

## Handover rate is not a golf score

Lower is not automatically better. There is a floor below which you are not
saving work, you are just not helping people.

What you want is handovers that happen for the reasons your brief says they
should. A handover for a refund is the system working. A handover because the
agent did not know your delivery times is a missing knowledge entry wearing a
disguise.

## Response time

The one number where the customer's experience and your metric point the same
way. Nothing subtle to say about it: faster is better, and the first response
matters most.

## The most useful screen is the worst-performing questions

Whatever your dashboard leads with, the thing that will actually improve your
agent is the list of questions that went badly. That list is a to-do list for
knowledge, sorted by how often people ask.

Work it weekly. Ten minutes on the top five beats an hour of tuning the brief.

## What to change on Monday

In order:

1. Add knowledge for the top failed questions.
2. Fix any handover that fired for a reason not in your brief.
3. Replace starter prompts with the questions people actually ask.
4. Only then, touch the brief or the model.

Most teams do this list backwards, starting with the model, which is the setting
with the widest blast radius and the least evidence behind it.