Handoff Quality: Time to Agent & Repeated Questions
This lesson is part of the course
In this lesson
You audit 20 escalated Quill Assist chats: the median wait for an agent, the share answered within 60 seconds, how often customers had to repeat themselves and what that costs in agent time.
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Lessons in this course
- Conversation Volume & Intent Mix Locked
- Containment Rate: Conversations Without a Human Locked
- Escalation Rate & Escalation Reasons Locked
- Deflection vs True Resolution: the 7-Day Re-Contact Test Locked
- Bot CSAT: Thumbs-Up Rate by Intent Locked
- Cost per Resolution: Bot vs Human Agents Locked
- Handoff Quality: Time to Agent & Repeated Questions Locked
- Intent-Level ROI & Roadmap Prioritisation Locked