---
title: "Reports - Contact Centre Reporting FAQ"
slug: "acd-call-centre-reporting-faq"
updated: 2026-03-01T10:29:10Z
published: 2026-03-01T10:29:10Z
canonical: "docs.uboss.com/acd-call-centre-reporting-faq"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.uboss.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reports - Contact Centre Reporting FAQ

## 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