What is a transferred session?
According to the established transfers rules (See article: What are the types of transfers?), a session can be transferred from AgentBot to a human agent. This module describes in detail the behavior of the transfers to other support channels.
What indicators of the Transfers module can I see?
Once the desired analysis filters are selected (see Filters article), the tool will display various indicators.
The sessions box shows the total number of sessions generated in the period under analysis. It also shows the comparison with the same previous period as a percentage. If positive, the percentage is shown in green color. If negative, it will be shown in red.
The average time box gives information about the average duration of the sessions.
You can see the number of sessions that were transferred during the selected period, and the comparison to the previous period in percentage terms.