Transfers by Date

The Transfers by Date sub-view displays a daily trend of transfer volumes. Its structure mirrors the Conversations by Date view, providing a time-series chart with the same filter panel for consistent analysis.

⚠ Note: For iX Hello Employee, this view will always show empty or zero data. The Employee product is a text-based AI assistant platform with no live agent transfer routing configured. Transfer data is only relevant for iX Hello Customer and iX Hello Customer v2, which support voice and chat transfers to live agents or other destinations.

1. Business Value

For products that support transfers (Customer v1 and Customer v2), this view enables teams to monitor transfer trends over time. An increasing transfer trend may indicate degraded bot performance, new conversation scenarios the AI cannot handle, or configuration issues. A decreasing trend after a bot update confirms the update’s effectiveness at reducing escalations.

Combined with the Containment Rate view, transfers by date provides the absolute volume complement to the percentage-based containment metric. A transfer rate of 5% has very different operational implications when daily volumes are 500 versus 50,000.