Agent escalation rate (%)

Term name

Agent escalation rate (%)

Purpose

Track the percentage of conversations an agent escalated to a teammate.

Definition

Percentage of conversations an agent escalated to a teammate out of all agent-involved conversations during the selected time period.

Location & attribution

• Agents report

  • Key metrics chart

  • Agents over time chart

  • Agent details table

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart

FAQ

• Escalations differ from handoffs.

  • Handoffs: Planned transfers. For example, when a Playbook runs to completion and its final step passes the conversation to a human, this is the expected outcome.

  • Escalations: Unplanned exits. This happens when the agent can’t answer (e.g., there is no relevant knowledge), the Playbook encounters a technical error, or the customer asks to speak to a human.