What is Detect Transfer and How to Map Detect Transfer Cases?
Detect transfer is a mechanism for transferring service to a human agent (N2). The percentage of tickets escalated via detect transfer can be found on the Cloud Humans Hub Dashboard, in the "Retention Metrics" tab, in the "Transfer Reason Proportion in N2 Tickets" graph, labeled "ClaudIA detected transfer action".
Tickets can be found in the table below "Number of Tickets/Transfer Reason" under the name "ClaudIA said she would transfer the service".
How to Activate Detect Transfer?
Detect transfer is activated when ClaudIA sends a message to the user suggesting that the service will be transferred to a human, with phrases like "I will transfer your service to a specialist", "I will forward your request to an agent", "I will transfer your situation to our team".
Therefore, for detect transfer to be activated, it is necessary to include phrases that trigger it, like the examples above, in the responses of sections that should escalate the service to a human.
Important: phrases that trigger detect transfer SHOULD NOT be included in N1 or INTERACTIVE sections. Otherwise, ClaudIA may improperly transfer services to humans when they should continue with ClaudIA or be forwarded to an Eddie.