A subsequent call is a call that was made to or from an external caller who previously made an unanswered call. Please find some examples of this below:
Important Note:
Before Jan 16, 2024 if there is more than one consecutive unanswered inbound call from the same caller, only the final unanswered call made by that caller will be considered to have had a subsequent call if that caller is successfully connected to an agent later.
After Jan 16, 2024 if there is more than one consecutive unanswered inbound call from the same caller, all unanswered calls made by that caller will be considered to have had a subsequent call if that caller is successfully connected to an agent later.
For more information on Subsequent Calls, please visit: Analytics: Terms - Subsequent call