Monitoring & Analytics
Agent Handoff Rules
Decide when Sarj hands a conversation to a person, and what your agents receive so the customer never has to repeat themselves.
Handoff is a feature, not a failure. A good deployment knows exactly which conversations belong with a person and passes them over smoothly, with everything the agent learned attached.
When Sarj hands over
The customer asks
A customer who asks for a person reaches one. This is always on.
The request is out of scope
Anything the agent has not been set up to handle goes to the team that can, rather than getting a guess.
Confidence is low
If Sarj is not confident it has understood the request, or that its answer is right, it hands over instead of carrying on.
Your rules say so
Some conversations should always reach a person: complaints, vulnerable customers, high-value accounts, or anything outside policy. You define these with your deployment team.
What your agent receives
When a conversation is handed over, your agent gets:
- The full transcript so far
- The details Sarj has already collected and verified
- The customer's intent, as Sarj understood it
- Sarj's confidence score
The conversation continues where it left off instead of restarting.
Where handoffs go
Handoffs arrive in the queues your team already uses: a call transfers into your call-centre queue, and a chat moves to your agents in the same thread. Your Sarj deployment team maps each kind of handoff to the right team.