What is the difference between internal call and consultation call?

Applies To

• 8x8 Analytics
• Detailed reports 

Answer

Internal calls, are direct agent calls (agent to agent call) when the agents are not already on another call. 

Consultation calls, are internal calls made by the agents on the second line, while they are in a busy state with another interaction (for example, they are already having a call with a customer on the first line but will place a call to a colleague on the second line).