How to Review Top Gaps on the Supervisor Overview
Every AI handover carries a reason, but reading them one at a time doesn’t tell you which gap is actually worth fixing. Top gaps does that grouping for you: it sits on the Supervisor Overview tab, directly below the reason timeline, and rolls up recent AI-handover events into two ranked lists — the things the agent couldn’t do, and the things it couldn’t answer. Instead of scanning a feed of individual handovers, you’re looking at the patterns already sorted by how often they’re happening, with the raw customer quotes one click away.
This is the place to notice that a dozen customers this week all asked for something no capability handles yet, or that the same unanswered question keeps surfacing in three different languages — the kind of pattern worth turning into a new capability or a new KB article.
The two lists: Missing abilities vs Missing answers
Missing abilities covers requests the agent recognized but had no capability to act on — anything from a lookup it couldn’t perform to a change it wasn’t allowed to make. Missing answers covers questions the agent had no knowledge to answer from. Both lists are ranked independently, highest conversation count first, so the top row in each is your biggest opportunity in that category.
The count next to each row is distinct conversations, not raw handover events — if the same conversation triggered a gap more than once, it’s still counted once.
Rows group by meaning, not exact wording
A row isn’t one literal phrase — it’s a cluster of customer requests that mean the same thing, gathered across however the customer happened to phrase it and whatever language they used. The label on the row is a representative phrasing; the count is how many distinct conversations matched that meaning. This is why a single row can be worth investigating even if you never see two customers type the exact same sentence.
Each list shows its top six rows, with a toggle underneath naming how many are left — Show 3 more, and Show less to collapse again. Each list is capped at twelve rows in total: anything ranked below that is counted into the underlying data but never reaches the panel, so a long tail of one-off gaps won’t crowd out the pattern you came to find.
Expanding a row for example quotes
Click a row to expand it. You’ll see up to three raw example quotes pulled from real conversations that matched that gap — each one from a different conversation, and shown in the customer’s original text direction, so right-to-left languages render correctly. Under each quote is its language, channel, and how long ago it came in, giving you enough context to judge whether this is a one-off or a genuine pattern worth acting on.
The New pill
A row first seen within the last 7 days carries a New pill next to its label. Hovering it confirms what it means: first seen in the last 7 days. The pill only appears when the window you’re looking at is longer than 7 days — inside a 7-day window every row would qualify, so it would say nothing. On a longer window it’s what lets you catch an emerging gap before it’s had time to climb the ranking on volume alone.
Drilling into “See all”
Inside an expanded row, a See all N conversations link opens the deep-dive handover feed already filtered to that one gap group — you don’t need to rebuild the filter yourself. The link is only on rows that are a meaning-based group; a row that fell back to exact-text clustering has nothing to drill into and shows its quotes only. Opening the drill clears any other filter you had active, so what you land on is exactly the conversations behind that row, nothing else layered in. The feed also collapses repeated handovers from the same conversation into a single card, matching what the panel already told you about conversation counts, and it’s capped at 200 rows with a note if the group is larger than that.
The gap filter chip only shows up on the Handovers tab of the deep dive, since that’s the only place a gap-group drill makes sense.
What if gap grouping isn’t turned on for this tenant?
If meaning-based gap grouping is disabled tenant-wide, a gap drill deliberately returns no rows rather than quietly falling back to the full, unfiltered feed under a chip that still claims to be filtered — there’s no equivalent exact-match filter to fall back to, so an empty result is the honest one. If you land on an empty drill and expected conversations, that’s the signal to check whether gap grouping is enabled for the tenant rather than assuming the gap disappeared.
If the section won’t load
Top gaps shows a loading skeleton while it fetches, and if the request fails, it renders an explicit message — “Top gaps could not load. Reload the page to try again.” — rather than disappearing, because an absent section would otherwise read as “no gaps today,” which isn’t the same thing as “this failed to load.” If you see the error line, reload the page before concluding there’s nothing to review.
The section does render nothing in two cases that are not failures: when both lists are empty for the window, and while the tenant is in Analytics demo mode, where the panel isn’t drawn at all.
Who can see it
Top gaps is available to the supervisor role directly — it doesn’t require a separate analytics-dashboard permission, so a role scoped to supervising handovers can use it without needing broader dashboard access. It does need the supervisor.manage permission and a tenant on full self-learning access; without the full tier the whole Supervisor page is unavailable, Top gaps included.