Recent Updates to % Transferred to Agent Metric
Discover the recent updates to the % transferred to agent metric in Zendesk, enhancing its accuracy by respecting the Time filter.
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 discrepancies if you were looking at a specific time period.
Now, both the % engaged with bot and % transferred to agent metrics are aligned with the selected time frame on your dashboard. This change ensures that the data you see is relevant and accurate for the time period you are analyzing.
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…
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…
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