What are the possible call results of an ACD call?
Answered = For an inbound ACD call this means the call was answered by the agent. For an outbound ACD call it means the call was answered and connected.
Not Answered = Only applicable for outbound ACD calls and means the call was made by the agent but the remote party did not answer.
Abandoned = The caller ended the call whilst waiting in the queue.
Abandoned at Entrance = The caller ended the call whilst listening to the queues entrance message.
Supervisor Transferred = A supervisor transferred the call out of the queue to another address.
Escaped = The caller entered a digit to leave the queue.
Time = An overflow policy was applied after the call was waiting in the queue for longer than a provisioned time.
Stranded = A stranded policy was applied because there were no agents staffed to the queue.
Stranded Unavailable = A stranded policy was applied because all agents staffed to the queue were in the unavailable state.
Bounce Transferred = A call was offered to an agent, not answered, and then redirected to another address.
Forced Forwarding Applied = The forced forwarding policy was applied as per the queue configuration.
Holiday Policy Applied = The call came in during a holiday period and policy was applied.
Night Policy Applied = The call came in during the night and policy was applied.
Size = An overflow policy was applied because the size of the queue was exceeded.
What are the possible agent activities?
AgentCallStarted - shows that a call has started, this will always be the first event for any call
AgentCallAnswered - indicates that a call has been answered
AgentCallHeld - the call was put on hold
AgentCallRetrieved - indictates that the held call was retrieved
AgentCallRedirected - the call was ended by being redirected/transferred
AgentCallReleased - shows that the call was ended by the agent
AgentSignedIn - shows that an agent has signed in to all call centre queues
AgentSignedOut - shows that an agent has signed out of all call centre queues
AvailableBusy - this indicates an agent is signed in, available to call centers, and currently
active in a call
AvailableIdle - this indicates an agent is signed in, available to call centers, and is ready to receive calls
Unavailable - shows that an agent has made themselves unavailable to take call centre calls
WrapUp - Indicates that the agent is temporarily unavailable immediately after taking a call, they are in a state to perform post call activities
WrapUpUnknown - Indicatees that the agent went in to wrap up state manually and not immediately after a call