When filtering reports by teammates, the displayed time is the hold-on time in conversations where the teammates were active. It does not mean that the selected teammates put the conversation on hold.
The definition of this metric can vary between providers. See the Definition section for information on how Front calculates this metric.
Call legs represent the segments of a call before and after a transfer occurs. If a customer is transferred multiple times in the same call, Front calculates this metric based on each segment. See this article to learn more about call legs.
Events or activities that happen outside of the channels connected to Front are excluded from analytics. This may cause differences in data between Front analytics and your provider’s analytics.
