# Customer Journey: Transfers, Pickup, Missed Calls, and Handle Time - Admin Panel
> Source URL for below info: https://api1.simboconnect.com/helpb/books/simboconnect-ai-phone-copilot/page/customer-journey-transfers-pickup-missed-calls-and-handle-time-admin-panel

<span class="s1">**Purpose:**</span> Turn journey insights into concrete actions that reduce missed calls and shorten time to help.

### Steps to improve

1. **Lower unnecessary transfers**
    
    
    - Map the top transfer reasons to better screen prompts or knowledge articles.
2. **Increase pickup rate**
    
    
    - Check hours with low pickup in <span class="s1">**Hourly Averages**</span> and add coverage.
3. **Shorten handle time**
    
    
    - Standardize call notes and templates for the top reasons from <span class="s1">**Call Bifurcation**</span>.
4. **Protect high value paths**
    
    
    - If one branch serves urgent needs, make it a priority route with clear ownership.

### What to monitor

- Transfer rate by department.
- Pickup rate by destination number or team.
- Average handle time before and after changes.

### Tips and good practices

- Pilot one change at a time and measure for two weeks.
- Share simple runbooks for the most common three call reasons.
- Close the loop by checking <span class="s1">**Daily Call Volume**</span> to see if changes shifted demand.
> Source URL for above info: https://api1.simboconnect.com/helpb/books/simboconnect-ai-phone-copilot/page/customer-journey-transfers-pickup-missed-calls-and-handle-time-admin-panel