Call Legs vs. Calls in Explore - Frequently asked questions
Discover why call legs may not match call numbers in Zendesk Explore. This page answers common questions and provides insights into call data discrepancies.
Frequently asked questions
Why don't call legs match the number of calls in Zendesk Explore?
Call legs and calls are different metrics in Zendesk Explore. A single call can have multiple call legs, which are segments of the call. For instance, if an inbound call is transferred to multiple agents, each interaction is a separate call leg….
What are call legs in Zendesk Explore?
Call legs are segments of a call in Zendesk Explore. Each interaction within a call, such as transfers to different agents, is considered a separate call leg. This means a single call can have multiple call legs, depending on how many agents are…
How do call transfers affect call leg counts in Zendesk Explore?
Call transfers increase the number of call legs in Zendesk Explore. When a call is transferred to multiple agents, each transfer creates a new call leg. This is why the number of call legs can be higher than the total number of calls, as each…
Why are call legs reported separately from calls in Zendesk Explore?
Call legs are reported separately from calls in Zendesk Explore because they represent different aspects of call interactions. While a call is a single event, call legs break down the call into segments, such as transfers or agent interactions….
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