Containment
Voice/chat resolve rate vs Dialpad handoff.
11 · Operations
Admin, Reporting, Analytics
Operate the deck from MD Hub: knowledge publishes, prompt/policy controls, concurrency dashboards, containment rates, Dialpad handoff reasons, and Grok usage forecasts.
Quality
Sampling, CSAT hooks, failure clusters.
Cost
Grok (client-paid) + platform; Dialpad seats stay theirs.
OE mode
Concurrency alerts and knowledge freezes.