Complex conversation scenarios (like hunt groups, transfers, forwards and more) can be tracked using the additional information presented in the Caller info and Called info fields of the Conversation List.
The screenshot below illustrates a conversation transfer:
- email@example.com is calling firstname.lastname@example.org (an example for an internal information line)
- The conversation gets transferred to email@example.com (it takes 13 seconds in this case to discuss the transfer)
- firstname.lastname@example.org answers the conversation (33-second long discussion)
Conversations in the screen below are presented in reverse order with the latest conversation on the top (this order can be changed by clicking the column name on the top).
Having the different conversation legs in different conversation records provides security benefits. The supervisor of the email@example.com address will see the transfer discussion, but if the person has no access to firstname.lastname@example.org's conversations, then those will be not visible for that account.