Skip to main content
Solved

What does the "Leg" stand for in reference to the "Agent Leg"

  • October 6, 2022
  • 2 replies
  • 1240 views

I just don't really understand what it means, why not just "Connecting to the Agent" for example?

Best answer by ryan-gosling

The term is not coined by RingCentral. It's been in the telephony field for ages. Google "call leg" or "agent leg" and look at images. Also look up "call structure"

I am copy pasting some info for you in the context of Contact Center.
Agent Leg = Connects the Contact Center to the correct RingCentral device, so that Contact Center call can be interacted with.
Contact Center = Central point where all customer interactions are managed across various channels, where contacts are not assigned to a specific agent, but rather a skill, which is handled by a team of agents.

By the way I don't have a deep understanding of this, so this is the best I can explain it. Don't think it's that important?

View original
Did this thread help you find an answer to your question?

2 replies

  • Participating Frequently
  • 37 replies
  • Answer
  • October 7, 2022

The term is not coined by RingCentral. It's been in the telephony field for ages. Google "call leg" or "agent leg" and look at images. Also look up "call structure"

I am copy pasting some info for you in the context of Contact Center.
Agent Leg = Connects the Contact Center to the correct RingCentral device, so that Contact Center call can be interacted with.
Contact Center = Central point where all customer interactions are managed across various channels, where contacts are not assigned to a specific agent, but rather a skill, which is handled by a team of agents.

By the way I don't have a deep understanding of this, so this is the best I can explain it. Don't think it's that important?


  • Author
  • New Participant
  • 1 reply
  • October 7, 2022

Not really, I just had a really weird itch to know what it meant


Reply


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings