Assisted Escalation

Assisted Escalation is a Zendesk AI agent outcome where the AI agent contributed to the interaction — gathering context, answering part of the question, or narrowing the issue — before a human agent completed the resolution. The conversation was not automated end to end, but the AI still did measurable work.

Why Assisted Escalation Matters

Assisted escalations are the clearest picture of AI as a co-worker rather than a gatekeeper. Teams that only track full automation undercount this value, while teams that ignore it miss the handoffs where customers repeat themselves to a human.

How to Calculate

Assisted escalations / (Unassisted conversations + Assisted escalations + Contained resolutions + Verified resolutions) × 100

In TicketBoard

TicketBoard helps you track assisted escalation and related metrics from your Zendesk data. Connect your account for instant visibility.