Completion moved from 61.8% (499 of 807) to 65.9% (569 of 864), +4.1 points. The largest single movement is authentication failed, share of transfers: 26.0% (66 of 254) to 14.2% (34 of 240), -11.8 points.
Review the increases in mid-flow opt-outs and system-error transfers alongside the improvement in completion. Caller mix also changed; the comparison does not isolate the effect of the release.
| Measure | Period A | Period B | Change (pts) | Relative change |
|---|---|---|---|---|
| Authentication failed, share of transfers | 26.0% (66 of 254) | 14.2% (34 of 240) | -11.8 | -45.4% |
| Cancel completion | 65.8% (121 of 184) | 73.9% (113 of 153) | +8.1 | +12.3% |
| Live agent opt-out mid-flow, share of transfers | 19.7% (50 of 254) | 26.2% (63 of 240) | +6.5 | +33.0% |
| System error, share of transfers | 7.9% (20 of 254) | 12.9% (31 of 240) | +5.0 | +63.3% |
| Confirm completion | 81.8% (198 of 242) | 86.8% (264 of 304) | +5.0 | +6.1% |
| Self-service intents, share of engaged | 74.9% (807 of 1,077) | 79.6% (864 of 1,086) | +4.7 | +6.3% |
| Completion | 61.8% (499 of 807) | 65.9% (569 of 864) | +4.1 | +6.6% |
| Containment | 57.4% (463 of 807) | 61.2% (529 of 864) | +3.8 | +6.6% |
| Attempted and transferred, share of self-service | 31.5% (254 of 807) | 27.8% (240 of 864) | -3.7 | -11.7% |
| Engagement rate | 88.4% (1,077 of 1,218) | 85.9% (1,086 of 1,264) | -2.5 | -2.8% |
| Schedule completion | 29.3% (39 of 133) | 31.4% (43 of 137) | +2.1 | +7.2% |
| Reschedule completion | 45.3% (63 of 139) | 43.6% (68 of 156) | -1.7 | -3.8% |
| Business rule, share of transfers | 37.8% (96 of 254) | 38.8% (93 of 240) | +1.0 | +2.6% |
| FAQ completion | 71.6% (78 of 109) | 71.1% (81 of 114) | -0.5 | -0.7% |
| Live agent opt-out at opening, share of engaged | 9.5% (102 of 1,077) | 9.1% (99 of 1,086) | -0.4 | -4.2% |
| Hung up during self-service, share of self-service | 6.7% (54 of 807) | 6.4% (55 of 864) | -0.3 | -4.5% |
| Function | Share of self-service, Period A | Share of self-service, Period B | Change (pts) | One call is worth, Period B |
|---|---|---|---|---|
| Confirm | 30.0% (242) | 35.2% (304) | +5.2 | 0.3 pts |
| Cancel | 22.8% (184) | 17.7% (153) | -5.1 | 0.7 pts |
| Reschedule | 17.2% (139) | 18.1% (156) | +0.9 | 0.6 pts |
| Schedule | 16.5% (133) | 15.9% (137) | -0.6 | 0.7 pts |
| FAQ | 13.5% (109) | 13.2% (114) | -0.3 | 0.9 pts |
Demonstration source: 2,482 rows across the two reporting windows. In a completed analysis, the companion workbook contains source rows, formulas, window assignments, and reconciliation checks.