What are related calls?
The cold/warm transfer or conference calls that you initiate from an ongoing call are called related calls. The call metrics section easily helps you easily keep track of the number of related calls in your account.
How to view the related calls?
- Log in as an admin.
- Go to Admin Settings > Configuration and Workflows > Phone metrics.
The blue bubble next to the agent's name indicates the number of warm, cold, or conference call you made during an ongoing call with the customer. Click on the bubble to view the details of the related call.
- You can also view the same details in the call summary tab:
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