> ## Documentation Index
> Fetch the complete documentation index at: https://docs.duckie.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Reporting and Feedback

> Use scheduled reports and run review to improve ticket triage

Ticket triage should improve as the support team corrects tags, reroutes tickets, and changes the taxonomy. Use Duckie Assistant agents for the reporting and feedback loops because they can inspect Duckie runs, summarize behavior, and propose improvements to Duckie configuration.

## What It Does

The reporting and feedback function:

* Posts a daily triage summary to a stakeholder channel
* Tracks ticket volume, intent mix, route distribution, SLA risk, and automation health
* Surfaces low-confidence classifications, reroutes, and tool failures
* Reviews human tag and routing corrections
* Proposes improvements to categories, attributes, workflows, guidelines, tools, and classifier instructions
* Measures whether updates improve future runs

## Recommended Components

| Need                | Duckie component                          |
| ------------------- | ----------------------------------------- |
| Recurring report    | Scheduler deployment                      |
| Reporting logic     | Duckie Assistant reporting agent          |
| Inspect Duckie runs | Duckie Assistant MCP or Runs API          |
| Destination         | Slack app tools                           |
| Feedback review     | Duckie Assistant feedback agent           |
| Track changes       | Issue tracker or support operations queue |

## Reporting Flow

```mermaid theme={null}
sequenceDiagram
  participant Scheduler as Scheduler deployment
  participant Reporter as Duckie Assistant reporting agent
  participant Runs as Duckie runs and analytics
  participant Helpdesk as Helpdesk and CRM
  participant Slack as Stakeholder channel

  Scheduler->>Reporter: Start daily triage report
  Reporter->>Runs: Read classifications, routes, and failures
  Reporter->>Helpdesk: Read ticket outcomes and reroutes
  Reporter->>Reporter: Summarize metrics, risks, and follow-ups
  Reporter->>Slack: Post daily digest
  Reporter->>Runs: Record report run output
```

## Feedback Flow

```mermaid theme={null}
flowchart TD
  Runs["Runs and tool traces"]
  Corrections["Human tag and routing corrections"]
  Reroutes["Queue reroutes and reassignment"]
  Runs --> Feedback["Duckie Assistant feedback agent"]
  Corrections --> Feedback
  Reroutes --> Feedback
  Feedback --> Patterns["Recurring patterns and gaps"]
  Patterns --> Proposals["Taxonomy, workflow, guideline, and tool updates"]
  Proposals --> Review["Support operations review"]
  Review --> Testing["Replay and batch testing"]
  Testing --> Deploy["Updated triage deployment"]
  Deploy --> Runs
```

## Report Contents

Include:

* New ticket volume by channel
* Intent and product-area breakdown
* Route and queue distribution
* Tickets at SLA risk
* Priority customer or high-risk tickets
* Classification confidence distribution
* Low-confidence escalations sent and resolved
* Missing context patterns
* Helpdesk writeback failures
* Reroutes after Duckie assignment
* Top recommended improvements

## Example Digest Shape

```text theme={null}
Daily ticket triage summary

Window: Previous business day

Volume:
- New tickets triaged: 412
- Routed automatically: 318
- Sent to triage review: 41
- Missing context: 28

Intent mix:
- Access issues: 24%
- Billing questions: 18%
- How-to questions: 17%
- Bug reports: 11%

Risk:
- 9 priority customers with high urgency
- 6 tickets at SLA risk
- 3 known-incident matches need customer updates

Automation health:
- 92% high-confidence classification
- 14 tickets rerouted by humans after assignment
- 5 helpdesk writeback retries

Follow-ups:
- Split "account issue" into access, permission, and profile-update tags
- Add product event lookup for integration setup tickets
```

## Improvement Actions

Common improvements include:

* Rename or merge confusing tags
* Add a new category for a repeated customer intent
* Change the classifier confidence threshold
* Add a routing rule for a customer segment or product area
* Add a missing context lookup tool
* Update the handoff note format
* Add a guardrail for sensitive tickets
* Update the daily report to show a metric the team actually uses

<Tip>
  Use reporting to decide what to improve, then use replay testing to verify that the improvement helps before switching live routing behavior.
</Tip>

## Related Docs

<CardGroup cols={2}>
  <Card title="Scheduled Deployments" icon="clock" href="/deployments/scheduled-deployments">
    Run the daily report on a schedule.
  </Card>

  <Card title="Duckie Assistant Agents" icon="robot" href="/agents/duckie-assistant-agents">
    Build reporting and feedback agents for Duckie system improvement.
  </Card>

  <Card title="Analytics" icon="chart-line" href="/analytics/overview">
    Monitor performance and trends.
  </Card>

  <Card title="Replay Testing" icon="clock-rotate-left" href="/testing/replay-testing">
    Test triage changes against historical tickets.
  </Card>
</CardGroup>