Run these against your actual telephone destinations. Retell’s transfer guidance distinguishes transfers attempted from transfers that reach a person and recommends examining unsuccessful attempts by cause. That is a more useful starting point than a dashboard showing only how often transfer was invoked. (retellai.com)
| Our recommended test | Evidence to retain |
|---|---|
| Caller asks for a person immediately | Correct destination and confirmation that a person answered |
| Receiving queue never answers | Bounded wait and an approved alternative—not indefinite hold |
| Receiving person declines | Caller returns to a usable flow with a clear next step |
| Scheduling system is unavailable | No invented booking confirmation; accountable follow-up |
| Caller changes the request during transfer | Accurate context reaches the receiving person |
Our suggested reporting rule: record the transfer attempt, destination answer, human acceptance and eventual task outcome separately. A connected telephone leg should not automatically count as a resolved enquiry.