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A Simple hold/resume call is a call in which a customer calls an Agent, when the call is active the then Agent holds the call.
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Then he it retrieves the call. This process makes two sessions of the call i.e the session before the agent holds the call and the session after the call is resumed.
Direct Transfer
In the case of a simple Direct Transfer scenario, a customer calls to an Agent. The agent after receiving the call then directly transfers the call to the second agent. This is done without any consultation with the second agent.
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In the case of simple Consult Call scenario, a customer calls to an Agent. This The agent receives the call, talks to the customer for a while, and then talks to consult with another Agent, putting the customer on hold. After conversing consulting for a while first agent ends the call with the second agent and then resume the call with the customer before ending the call.
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In the case of simple Consult Transfer scenario, a customer calls to an Agent and talks to him for a while. The agent then makes a consult call to another agent, putting customer on hold. After a brief conversation the first agent transfer the call to the second agent and leaves the call. Now the second agent and customer talk talks to each other for a while before ending the call.
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In this case, five sessions are made.
Conference Call
In the case of simple Conference Call scenario, a customer calls to an Agent and talks for a while. This agent makes a consult call to another Agent agent putting the customer on hold. After talking to the second agent, the first agent initiates a conference call. Now all three person participants are in the call. This call goes on for a while and later ends.
In this case, Six sessions are made.
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