Enterprise · Part of Telephony and CTI
Call interaction records
Every voice engagement lands in FrontLine as an immutable call interaction record, attributed to the right client account and line of business. Transfers are captured leg by leg, so Average Handle Time stays accurate no matter how many times a call moves.
For the operator
Every call your platform handles arrives as a permanent record, and corrections supersede the original rather than overwriting it, so the history stays auditable. When a call is transferred, FrontLine stores each leg separately, which is what lets Average Handle Time reflect the real work instead of a single inflated span. You map each platform queue to a client and LOB (Line of Business: a distinct client program or queue within an operation.) once in the Queue mappings tab: mapped calls attribute automatically, and any unmapped queue still ingests but is flagged, so nothing gets silently uncounted. Agent attribution resolves through the Zoom-agent-to-employee mapping, so records tie to the actual employee, not just a platform login. A read API exposes the full interaction history for reporting and downstream QA (Quality Assurance: the program that scores and reviews agent interactions.).
Business impact
Your call data is attributed to the right client and line of business from the moment it lands, which is the multi-client, multi-LOB split that generic HRMS and telephony tools cannot produce. That accuracy is what lets you bill each client for the volume they actually drove and defend those numbers when a client audits the invoice. Immutable records with supersede-on-correction give you a clean evidentiary trail for QA disputes and compliance reviews. Because transfers are measured leg by leg, your AHT (Average Handle Time: the mean duration of a customer interaction.) and staffing math rest on real handling time instead of estimates, which protects both margin and forecast quality.