Why does the % transferred to agent metric seem incorrect?

Question

From the Answer Bot dashboard, the % transferred to agent figure does not appear correct. How is this calculated?

Answer

The % transferred to agent metric defined as Transferred to agent divided by Engaged with bot. However, you may notice that your numbers do not align. For example, 61 divided by 94 does not equal 51%:

This is because % transferred to agent is not taking into account the Time filter on your dashboard. It only provides the percentage for all history.