Activity & escalations

Where Dryft Agents handed work to humans, per the control-plane escalation model. AI takes volume; people take judgment. Every escalation is a candidate for the next playbook pass.

Escalations hand off to humans on your team (or Dryft backup) using the same rules as Dryft Agents: intake never gives legal advice, CSR outbound honors TCPA/DNC, and secretary / EA roles transfer hot issues instead of inventing answers.

Conversations (30d)

8,985

all agents

Escalations (30d)

701

8% of volume

Open escalations

waiting on your team

Volume and escalations

Daily, last 30 days

Recent escalations (human handoff)

When	Agent	SKU	Channel	Reason	Assigned to	Status
Sep 15, 09:12	Nova	DA-IN	Phone	Caller asked for legal advice; agent refused and escalated (no legal advice)	Grace Villanueva	Open
Sep 15, 08:47	Atlas	DA-SEC	Phone	Caller requested a named account manager transfer	Ana Beatriz Souza	Open
Sep 15, 07:55	Scout	DA-CSR	Phone	Contact asserted DNC; suppressed and handed to human QA	Bruno Alves	Resolved
Sep 14, 18:20	Avery	DA-EA	Chat	Scheduling conflict outside published calendar windows	Marcus Hale	Resolved
Sep 14, 15:03	Atlas	DA-SEC	Web chat	Sentiment threshold breached; warm transfer	Grace Villanueva	Resolved
Sep 14, 11:41	Nova	DA-IN	Phone	Urgent matter flagged for same-day human callback	Elena Castillo	Resolved
Sep 12, 14:19	Scout	DA-CSR	SMS	Billing dispute after reactivation offer	Sofia Ramos	Resolved

Agent performance summary

Agent	SKU	Playbook	Conversations	Resolution rate	Escalations	Hours saved
Nova	DA-IN	Intake Specialist - New Matter Intake v0.9	1,842	78%	405	312
Atlas	DA-SEC	Secretary - Reception & Routing v0.9	2,610	71%	757	428
Scout	DA-CSR	CSR Outbound - Reactivation v0.9	3,420	42%	198	205
Avery	DA-EA	Executive Assistant - Scheduling & Triage v0.9	214	61%	52	38