Handover Provider Metrics

Updated in 2025.24

The Handover Providers dashboard shows metrics for handover providers created from the handover provider list and handovers initiated via the Handover to Human Agent Node. These metrics are visualized through the following charts:

• Line Charts

Line Charts

Handover Requests

Shows the number of handover requests created at a specific time when the Cognigy.AI Agent transfers conversations to contact centers, such as Live Agent, 8x8, Genesys, and others. This metric reflects how many handover attempts were initiated and helps track time-based integration health to ensure smooth conversation transfers.

Handover Messages

Shows the number of messages exchanged between an AI Agent and a human agent at a specific time during a handover process. This metric reflects the actual message flow after a handover request has been accepted and is essential for monitoring the volume and progress of communication within the handover process.