Conference Calls

What is this?

Report details all warm transfer calls in the account. A warm transfer allows you to speak with the person you intend on transferring the call to prior to handing off the call. Warm transfers can also be used for conferencing in additional people on your call.

 

Why is this important?

Digging into the number of warm transfers within your organization can surface underlying insights into the caller experience or other questions such as:

  1. Are calls not getting routed to the right individual in the first palace?
  2. How often are reps on calls facilitating a handoff?

 

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