Transfer Delay Metrics 

Overview

In Taalk, Transfer Delay is a key performance metric used to evaluate the responsiveness of a contact center during AI-to-human handoff. Specifically, it measures the time elapsed between when a Taalk AI Agent initiates a transfer to a live agent and when that transfer is successfully picked up by the human agent.

This metric provides critical insight into the operational efficiency and connection health of your live support infrastructure. High transfer delays can indicate issues such as agent availability shortages, routing inefficiencies, or system bottlenecks. Low transfer delays, on the other hand, reflect a well-optimized handoff process and a healthy agent response system.

Purpose

Transfer Delay metrics are designed to help teams:

• Assess real-time and historical connection performance of their contact center.

• Identify potential latency issues during AI-to-human handoffs.

• Optimize staffing strategies and queue management.

• Improve customer experience by reducing wait time for live support.

Definition

Transfer Delay:

The time duration (in seconds or minutes) between when the Taalk AI Agent triggers a transfer and when a human agent answers the call.

This value is displayed alongside each transfer event in the Taalk dashboard and is color-coded to indicate performance:

Metrics Display in Dashboard

In the Transfer Metrics view, each engagement includes:

• Transfer Duration: Indicates whether the agent conversation was short, long, or disconnected (e.g., hangup).

• Transfer Delay: Time from transfer trigger to human agent pickup.

• Color indicators are used to quickly assess delay severity across multiple conversations.

Example insights from dashboard:

• Most healthy handoffs are completed in under 15 seconds.

• Extended delays (e.g., 1–21 minutes) may require immediate investigation.

• Transfers marked “hangup” with low delay could indicate missed opportunities due to agent unavailability.

Use Cases

• Workforce Management: Correlate delay spikes with staffing logs to optimize agent availability.

• Queue Monitoring: Use real-time delay trends to dynamically route calls or escalate cases.

• SLA Tracking: Align delay thresholds with internal KPIs or third-party service-level agreements.

Best Practices

• Set internal benchmarks for acceptable transfer delays (e.g., < 15 seconds).

• Monitor delay trends over time to spot emerging issues.

• Investigate prolonged delays for specific time blocks, agent groups, or campaigns.

Would you like this exported in Markdown, HTML, or another format for your documentation system?