Watchtower
Just-in-time dashboards for Bookly CX. Define what matters in natural language and Watchtower monitors it continuously — no analyst queue required.
AI containment rate
Last 45dConversations fully resolved by the AI agent with no human handoff
78.4%▲ 5.1 ptsTarget 75%
First contact resolution
Last 45dNo repeat contact from the same customer within 72 hours
84.1%▲ 2.3 ptsTarget 85%
Escalation to human
Last 45dHandoffs triggered by guardrail, low resolution confidence, or customer request
11.6%▼ 1.8 ptsCeiling 15%
Guardrail 41%Low confidence 34%Customer asked 25%
Return & refund cost per order
Last 45dReverse logistics + refunded margin, all channels
$3.87▲ $0.41Target $3.25
Response SLA & backlog
Last 45dFirst response under 60s (chat) / 30s (voice); open backlog at end of day
96.2%▲ 0.9 pts142 open · 9 aging >24h
Chat p50 8sVoice p50 3sAging >24h 9
Policy & tone risk flags
Last 45dTurns flagged for refund-policy deviation, PII exposure, or frustrated sentiment
27 flags▼ 12 flags0 critical this week
Policy deviation 11Frustration 13PII 3