Unverified50% confidenceSolutionExact time
Evaluating the effectiveness of handoff design requires complementary metrics: time to first response after escalation to a human, repeat contact rate for the same issue, frequency of customers repeating information, proportion of conversations unresolved after escalation, and these should be counted separately for working hours and non-working hours.
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50%
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Long-term
Relevance
10/15/2026
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