Library · Refunds · How to run this
Handoff lag is not channel SLA
Handoff hours ÷ tickets make lag hours. Type both.
Pair: Channel handoff lag on Refunds. SLA: channel SLA mix. Aging: aging cost.
What you type
Handoff hours — total hours tickets waited in channel handoff.
Tickets — tickets that handed off in that same window.
Lag hours = handoff hours ÷ tickets. Fix routing when lag hours are fat — do not invent a lag chip.
What not to do
Do not invent lag hours. Do not mix SLA breach counts into handoff hours. Do not treat macro reopens as handoffs. Do not average every channel when one owns the lag.
Related: Refunds, channel SLA mix, aging cost, macro miss rate.
Procedure
- Type handoff hours and tickets.
- Read lag hours.
- Fix routing when lag hours are material.
Failure modes
- Inventing lag hours.
- Mixing SLA breach counts into handoff hours.
- Treating macro reopens as handoffs.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- Channel handoff lag hours
- Handoff hours ÷ tickets.
Work with us — We run this job on your accounts. Services
FAQ
- Is this channel SLA mix?
- Sibling helpdesk grain. [Channel SLA mix](/manuals/gorgias-channel-sla-mix) is ticket mix vs SLA breaches. This page is handoff hours ÷ tickets.
- Is this aging cost?
- Related queue clock. [Aging cost](/manuals/gorgias-backlog-aging-cost) is aged tickets × AOV. This page is channel handoff lag.
- What lag hours should I invent?
- None. Type handoff hours and tickets from the same Gorgias window.