SLA Transfer Queue

SLA Transfer Queue

Percentage of interactions (expressed as decimal) that were transferred to a second queue and started an active conversation with an agent within a 60 second threshold.

For example: A call enters the queue and is answered by Agent 1. Agent 1 transfers the call to another queue and Agent 2 answers the call within 30 seconds.

This is where the SLA is being measured for this metric.

In this example, the transfer counts as meeting SLA because Agent 2 answered the call in less than 60 seconds.

The SLA is being measured when calls are in the queue for 60 seconds or less before they are answered.

This metric represents the calls transferred to a second queue. If calls are transferred again to queues after this, those transfers are not considered as part of the SLA for Transfer Queue metric.

This expression calculates the SLA value and displays it as a decimal.

For example, a decimal value 0.76 for the SLA equals 76% of calls were answered within the 60 second threshold.