Missed Call Leg
Hello there! I'm wondering if the report is accurate about agent missed call leg data. I'm showing some agents has 13-20 missed call leg counts per ticket. Does it mean that the agent missed a call from the same customer 13 times?
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Hi Rey,
I created a ticket on your behalf and will send it to you via email so we can further discuss your concern regarding your report.
Thank you!
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I'm curious about this same thing! What exactly constitutes as a "missed call leg"?
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Hi Kenya,
A call leg is defined as an interaction between a person and the Talk call.
Reference: Reporting on calls with Explore
This article also shared the types of call legs and provided some samples of how a call leg is recorded.Please also refer to this article:
Call metrics such as Calls, Completed calls and Inbound calls count the entirety of the call. Call legs count a specific segment event in the call.
Now for "missed" call leg, it counts the inbound call leg missed by agents.
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