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This document covers human escalation metrics in Analytics and Insights: transfer efficiency by channel, queue wait times and abandonment rates, and human-agent performance for escalated conversations. Navigation: Project → Insights → Agent Transfer Date range selector: Use the toggle to select Today, 7d, or 30d. The page organizes data into three sections:
SectionWhat it shows
EfficiencyTransfer efficiency metrics split by channel: Voice, Chat, and overall Transfers. Includes transfer counts, average handling time, and resolution rates for escalated conversations.
Queue PerformanceQueue-level metrics including average wait time, longest wait time, queue abandonment rate, and handling rates per queue. Use this to identify queues that are understaffed or experiencing unusual demand.
Agent PerformanceHuman agent performance metrics for transferred conversations, including conversations handled, average handle time, resolution rate, and customer satisfaction scores per agent.