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Customer Journey: Transfers, Pickup, Missed Calls, and Handle Time - Admin Panel

Purpose: 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 Hourly Averages and add coverage.

     

  3. Shorten handle time

     

    • Standardize call notes and templates for the top reasons from Call Bifurcation.

     

  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 reason.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 Daily Call Volume to see if changes shifted demand.

 

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