Why don’t the call legs add up to the number of calls in Explore?

Question

On the Talk dashboard in Explore, there are various types of call legs: accepted, missed, and declined.

However, these call legs do not add up to the number of inbound, outbound, or total calls.

Why don’t the call legs add up to the number of calls in Explore?

Answer

Calls and call legs are fundamentally different and are intended to be reported on separately. Call legs are specific segments within the call, and a single call can have multiple call legs.

For example, an inbound call could be transferred to three different agents. Depending on whether each agent accepted, missed, or declined the call, there would be three separate call legs associated with the inbound call. Therefore, the number of call legs would not add up to the number of calls in most cases.

For more information about how calls and call legs are related, see the article: What is the difference between calls and call legs.

To learn more about Talk reporting in Explore, see the article: Reporting on calls with Explore.