How is Transfer Pickup Rate calculated?
Transfer Pickup Rate is, of the calls your AI transferred to a person, how many your team actually answered. It's how you see whether handoffs are landing — a low pickup rate means callers are being sent to staff who aren't picking up. It only looks at calls that were genuinely transferred to a human.
What it tells you: whether your team is answering the calls the AI hands them.
How it's calculated
SuperLedger starts with calls that were transferred to a human and measures the share that were picked up, versus those that were missed or went to voicemail. A call still being analyzed isn't counted either way until its outcome is known. Pickup is detected from the recording after the handoff, and you can correct it manually if it's ever wrong.
Where you'll see it
The Transfer Pickup Rate card in Monitoring → Call Logs, the PICKUP column per call, the Transfers tab, and "Your Team Answered" on client dashboards.
Common questions
- Why do some transfers show "Needs review"? SuperLedger couldn't tell from the audio — open the call and set the correct status.
- A transfer shows "AI handled" — why? No human handoff was actually recorded for that call, so it isn't counted as a team pickup.