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Are there differences within the call counting between agent – agent communication and agent – non agent communication ?

April 26, 2017agent communication counting differences

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Are there differences within the call counting between agent – agent communication and agent – non agent communication ?

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In case of internal agent – agent communication, the call is still in the contact center and the data will be written when the call is terminated. This includes handling by more than one agent but not consultation i.e. caller on hold. As soon as the call is transferred to a non agent, the call has left the contact center and it is no longer regarded for reporting. The agent talk time, GOS etc. is written at the time the call is transferred.