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

# Agent Transfer

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:

| Section               | What it shows                                                                                                                                                                                               |
| --------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Efficiency**        | Transfer efficiency metrics split by channel: Voice, Chat, and overall Transfers. Includes transfer counts, average handling time, and resolution rates for escalated conversations.                        |
| **Queue Performance** | Queue-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 Performance** | Human agent performance metrics for transferred conversations, including conversations handled, average handle time, resolution rate, and customer satisfaction scores per agent.                           |