Metrics & KPIs

Transfer Rate

/ transfer-rate /

How often interactions are handed from one agent — human or AI — to another before resolution.

Why it matters

Every transfer repeats context and multiplies handle time. A rising transfer rate usually means routing or agent scope is misconfigured.

Related — Metrics & KPIs

After-Call Work (ACW)

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Call Abandonment Rate

Containment Rate

CSAT (Customer Satisfaction Score)

Customer Effort Score (CES)

Deflection Rate

End-to-End Latency

First Call Resolution (FCR)

Transfer Rate

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