> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-content-gov.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent transfer

**Agent Transfer** reports on conversations that leave the AI agent and reach a person. It covers transfer efficiency by channel, queue wait times and abandonment, and the performance of the human agents who handle escalated conversations.

Use it when escalation volume concerns you more than the AI agent's own handling. The quality pages tell you how well the agent performed before it escalated. This page tells you what happened afterward.

## Page availability

This page appears only when the project connects to Kore SmartAssist. Unlike the rest of Insights, it depends on an integration you set up yourself, so a project that never configured SmartAssist won't show the page at all.

### Requirements

The page appears once both of the following hold true.

| Requirement                                                            | Where you set it                                                    |
| ---------------------------------------------------------------------- | ------------------------------------------------------------------- |
| The project holds a Kore SmartAssist connection with an active status. | **Project** -> **Integrations**                                     |
| The Agent Transfer settings select that same connection.               | **Project** -> **Settings** -> **Agent Transfer** -> **Connection** |

Both requirements point to the same connection. An active SmartAssist connection that your Agent Transfer settings don't select doesn't satisfy the second requirement, which matters in projects that carry more than one SmartAssist connection from an import or an earlier setup.

### Behavior before setup completes

Until the project meets both requirements, the platform hides the page rather than showing it empty. **Insights** omits it from the navigation, universal search doesn't return it, and opening its URL shows setup guidance in place of the dashboard.

Four situations produce that setup state:

* The Agent Transfer settings select no connection.
* The settings select a connection that no longer exists.
* The settings select a connection that isn't a Kore SmartAssist connection.
* The settings select a SmartAssist connection whose credentials expired or that someone revoked.

The last situation also removes a page you could previously reach. If Agent Transfer disappears from a project that used it, check the connection status before you check anything else.

### What the gate doesn't affect

The gate covers this dashboard only. Escalation routing, SmartAssist webhooks, and customer satisfaction collection all continue to run whether or not the page appears, so a hidden page never means that transfers stopped reaching your agents.

### A visible page that reports an error

A connection can satisfy both requirements and still carry incomplete credentials or metadata. In that case the page appears and reports a connection error in place of metrics.

Read the two states differently. A missing page means the setup isn't complete. A visible page reporting a connection error means the setup is complete but the credentials behind it need attention.

## Navigation

**Navigation**: **Project** -> **Insights** -> **Agent Transfer**

A date range control at the top of the page scopes every section below it.

## Page sections

The page divides into three sections, each answering a different question about the same escalated conversations.

| Section               | Description                                                                                                                                                                                                                                                                                                              |
| --------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Efficiency**        | Reports transfer counts, average handling time, and resolution rates, split across voice, chat, and overall transfers. Read it to see whether escalations concentrate in one channel, which usually points to a coverage gap in that channel rather than a general escalation problem.                                   |
| **Queue Performance** | Reports average wait time, longest wait time, abandonment rate, and handling rate for each queue. Use it to separate a staffing problem from a demand problem. Long waits and high abandonment in one queue point to staffing, while waits that spread evenly across queues point to volume the whole team can't absorb. |
| **Agent Performance** | Reports conversations handled, average handle time, resolution rate, and customer satisfaction for each human agent who takes escalations.                                                                                                                                                                               |

The **Agent Performance** section here measures the people who receive escalations. The **Agent Performance** page under **Quality & Performance** measures the AI agents that raise them. The two report on different populations and different scales, so don't read one as a continuation of the other.