How % Transferred to Agent Metric is Calculated
Understand how the % transferred to agent metric is calculated in Zendesk and how it now respects the Time filter for accuracy.
How is the % transferred to agent metric calculated in Zendesk?
The % transferred to agent metric in Zendesk is calculated by dividing the number of interactions Transferred to agent by the number of interactions Engaged with bot. This gives you a percentage that represents how often interactions are transferred from the bot to a human agent.
It's important to note that this metric now respects the Time filter on your dashboard, meaning it reflects the data for the specific time period you have selected, rather than all historical data. This update ensures that the metric is more accurate and relevant to your current reporting needs.
More related questions
Why does the % transferred to agent metric seem incorrect in Zendesk?
The % transferred to agent metric might seem incorrect because it initially did not account for the Time filter on your dashboard. This metric is calculated as Transferred to agent divided by Engaged with bot, but it used to provide the percentage…
What recent updates have been made to the % transferred to agent metric in Zendesk?
Recent updates to the % transferred to agent metric in Zendesk have improved its accuracy by making it respect the Time filter on the dashboard. Previously, this metric provided a percentage based on all historical data, which could lead to…
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