CallType is a measure of caller motive. It is determined by the caller, not the queue. Reviewers listen to recordings, or live interactions to determine CallType. CallType is essential to determining media and agent performance. Often callers will use an acquisition phone number to report a service concern, resulting in flawed performance and service statistics.

A caller declaring a desire to change their subscription status would be classified as a ‘sales’ call’.

Service calls are from existing subscribers with billing or technical issues.