ContainmentAmelia Handled is true.
AbandonedAmelia Handled is false and Abandoned = 1. Contained, Escalated and Abandoned add up to 100%.
EscalatedAmelia Handled is false and the customer did not abandon. Intended / Unintended / Other comes from Oasys tag_escalation_intent when set, otherwise from the Ver_10 intent rules.
Agent handle timeFrom the agent joining the chat (Escalation Log pickup) to the conversation ending, averaged over chats where an agent joined.
Blocked customerscustomer_blocked is true in Conversation Info Json, split by block type (phone, root address, customer ID, email).
Intended escalationHanded to an agent by business rule: store closed, order cancelled, wrong location, forced, in-restaurant issues.
Unintended escalationPepper is trained to resolve these intents but the chat still escalated.
Other escalationIntent fits neither bucket (greeting, order status, rewards).