Handed Off

Statistic Name

Description

Function/Formula

API Name

Handed Off

The total number of times an interaction was handed over to another agent.

A hand off occurs when an agent adds another agent or queue as a participant to an interaction.

To count as being handed off, the first agent must leave the interaction before the agent who was added as a participant for it.

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Interaction Segment Summary by Agent

Interaction Segment Summary by Agent to Agent