Definition
In Salesforce CTI and Service Cloud Voice, a phone call placed between internal users (agents, supervisors, or other employees) within the organization, as opposed to calls involving external customers.
Real-World Example
At their company, a service operations lead at ShieldGuard Security leverages Internal Call to deliver consistent, high-quality support across all customer channels. Internal Call ensures that every inquiry follows the same process, agents have access to relevant customer history, and managers can track performance metrics in real time.
Why Internal Call Matters
In Salesforce CTI and Service Cloud Voice, an Internal Call is a phone call placed between internal users (agents, supervisors, or other employees) within the same organization, as opposed to calls involving external customers. Internal calls are tracked separately from customer calls because they serve different purposes and have different reporting and routing characteristics. Common patterns include agents calling supervisors for help with difficult cases, team members coordinating on shared work, and supervisors checking in with agents.
Distinguishing internal from external calls matters for accurate reporting on customer-facing call volume. If internal calls were mixed in with customer calls, productivity and capacity metrics would be inflated and misleading. By tagging internal calls separately, contact centers get clean reporting on actual customer interactions. Service Cloud Voice supports internal calls through its agent-to-agent transfer and consultation features, with the call type tracked appropriately.
How Organizations Use Internal Call
- •ShieldGuard Security — Tracks internal calls separately from customer calls in their Service Cloud Voice reporting, ensuring metrics reflect actual customer interaction volume.
- •QuickAssist — Uses internal call features for agent-to-supervisor consultations during difficult customer calls, with the consultation tracked but not counted as a customer call.
- •Coastal Health — Supports clinical handoffs through internal calls between care team members, all tracked but separated from patient calls.