When creating a report, I often see call and call legs in the Talk dataset's metrics and attributes. What is the difference between calls and call legs?
Call metrics such as Calls, Completed calls and Inbound calls count the entirety of the call. While Legs, call legs count a specific segment event in the call. For more information see the article: Understanding call legs.
Call legs are useful to look at specific events in the call cycle such as missed calls by agents, accepted and declined calls by an agent, and calls that went to voicemail.
For more information about Legs within Explore, see the article: Reporting on calls with Explore.
So the difference between a missed call leg and a declined one is the agent simply didn't pick up rather than physically declining the call, right?
Yes you're correct! A "missed" call is a call that connects to an agent, but the agent doesn't accept or decline before the call returns to the queue. On the other hand, a "declined" call is the total number of incoming calls where an agent clicked Decline in the given time period.
I hope this answer your question. Thank you!
If an agent is currently on the line with another caller. Will this create a missed leg? What if the agent hasn't selected available to take new calls after finishing up with someone?
When an agent is in a call, then they won't get routed with other incoming calls or those that are waiting in queue, so they won't have any missed call legs under their name during the duration of an active call. The same is true when the agent does not switch their status to available after wrapping up a call. Missed call legs will only be counted when a call is actually routed (the Talk console rings on the agent's end) and they fail to pick up the call.
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