Skip to main content
Every support ticket that comes in ends up in exactly one of three places. Two cards near the top of your analytics dashboard — % Tickets to Cevro and % Bypassed by Rule — break that down.

​
The three outcomes

OutcomeWhat it means
Handled by CevroCevro took the ticket and worked it — resolving it, or escalating it to your team after engaging.
Bypassed by a ruleAn automation rule you set up sent the ticket straight to your team, so Cevro never engaged.
Routed to your teamThe ticket was for a brand or area Cevro isn’t set up to handle, so it went straight to your team.
Together these account for every ticket — they add up to 100%.

​
What the cards show

  • % Tickets to Cevro — of all incoming tickets, the share Cevro handled. The count here is the same number as the “AI-handled tickets” total on the % Tickets Resolved and % Tickets Escalated cards — so the figures line up across your dashboard. A low number usually means most of your brands or areas aren’t automated yet, not that Cevro is underperforming.
  • % Bypassed by Rule — of the tickets that reached Cevro (handled plus bypassed), the share an automation rule sent straight to your team. Tickets for non-automated brands aren’t counted here: a rule never had the chance to act on them, so including them would make the rule look like it fires far less often than it really does.
For example, “18,316 of 18,386 tickets routed to Cevro” on the first card uses the same 18,316 that the Resolved and Escalated cards divide by — one number, read two ways. The % Bypassed by Rule card divides by a smaller denominator — only the tickets that reached Cevro — so it is intentionally not a slice of the same pie as % Tickets to Cevro.
Depending on how your support channel is set up, these cards may be phrased in terms of conversations rather than tickets — the meaning is the same.

​
Reading them together

  • High ”% to Cevro” → most of your incoming traffic is reaching the AI, as intended. A low number points to brands or areas that aren’t automated yet.
  • High ”% Bypassed by Rule” → of the tickets that did reach Cevro, your own rules are holding a large share back — worth a look if you’d expect Cevro to handle them.
  • The third outcome — tickets routed to your team because Cevro isn’t set up for that brand or area — has no card of its own. It’s the gap between % to Cevro and 100%.
If % Bypassed by Rule is higher than you expect, review your routing and exclusion rules — one may be sending tickets to your team that you’d rather Cevro handle. Your Customer Success Manager can help you audit them.