Why % Transferred to Agent Metric Seems Incorrect
Learn why the % transferred to agent metric in Zendesk might seem incorrect and how recent updates have improved its accuracy.
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 for all history, not just the selected time period.
However, this has been updated. Now, both the % engaged with bot and % transferred to agent metrics respect the Time filter on the dashboard, ensuring that the figures you see are accurate for the specified time frame. For more details, you can check the originalZendesk help article.
More related questions
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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