Calls per hour KPI
Is it industry standard to include any Outbound calls made while the agent has is in the middle of an Inbound call as part of their Calls per Hour KPI? Or is it considered as inflating that particular KPI? For exampl, I take an Inbound call but need to contact an internal department to answer a question, while the client is on hold, no transferring, is that Outbound call including in Calls per hour KPI? Any suggestions/feedback would be greatly appreciated.