Transferred to Agent Metric Issues - Frequently asked questions
Explore common questions about discrepancies in the 'transferred to agent' metric. Find solutions and insights to ensure accurate reporting and data analysis.
Frequently asked 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…
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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“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
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