The Data Dictionary provides the definition of metric and additional details if applicable.
Additional details can include: formatting, aggregates, GROUP BY
,
calculations
, tips and examples.
A | B | C | D | E | F | G | H | I | J | K | L |M | N | O | P |Q | R | S | T | U | V | W
A
Abandoned - Call
The sum of interactions that were waiting in queue and were disconnected by the caller before being accepted by an agent. Excludes In-menu and Short Abandons.
Calculation: Count of Calls Abandoned
Abandoned - Chat
The sum of interactions that were waiting in queue and were disconnected by the consumer before being accepted by an agent. Excludes Short Abandons.
Calculation: Count of Chats Abandoned
Agent Assigned Team
The selection of individuals that form a team for calls and chats.
Answer Type
Indicates how the interaction can be answered. The following values can appear:
Calls/ Chats
Manual
Auto
Additionally for Chats, the following values can appear:
Deflection
Outbound
Assigned Agent
Indicates the most recent Agent assigned to the interaction. For example, if Agent A transfers to Agent B, this column row will display Agent B's name.
Auto Answer Count
The count of interactions that were auto answered.
Available Time
The total length of time (SUM) the agent has been logged in and in the Available status within the Agent Adapter.
Avg. Abandon Time (Calls/Chats)
The average amount of time that calls/chats waited in a queue before disconnecting without being accepted by an agent.
Avg. Agent Response Time
The average time across all interactions that it took for agents or
consumers to respond to the other party's previous message calculated
by: Total Response Time / Total Response Count
GROUP BY
Agent metrics for responses can be grouped by menu_path_id
(menu path), language, agent, or chat.
GROUP BY
Consumer metrics for responses can be grouped
byconsumer,menu_path_id (menu
path),language,agent, orchat
Avg. Chat Time
The average amount of time agents spend in a chat with a consumer.
GROUP BY
This metric can be grouped by chat
, agent id
,
menu_path_id
(menu path) and/or language
.
Average Handle Time (AHT)
Average Handle Time - Call
The average call duration (in seconds) plus the average time spent in wrap-up time. The average amount of time that elapsed from when an agent accepts a call / chat to when they end their wrap-up phase for a given date range. AHT starts when the call is assigned to the agent, not when the call is connected to the agent.
Calculation:
Sum of (BCW Duration + Call Duration + ACW Duration) / Total Handled Calls
Average Handle Time - Chat
The average amount of time that elapsed from when an agent was assigned a chat to when they ended the wrap-up phase.
GROUP BY
Average handle duration can be grouped by menu_path_id
(menu path), language
, agent,
and Call ID
or Chat ID
.
Avg. Hold Time
(Other Name: Avg. Hold Duration)
The average time the consumer was placed in a hold status by the agent.
Calculation: SUM (hold_duration) / Count of Handled Call Interactions
Avg. Queue Time (Calls / Chats)
Other Names: Avg. Queue Duration, Avg. Wait Time
The average amount of time that elapsed when calls/chats spend time in a queue waiting for agent assignment.
Average Speed of Answer (ASA)
Average Speed of Answer (ASA) is the average time an interaction remains in the queue until it is assigned to an agent. ASA is only measured in instances where the interaction is ultimately handled by an agent.
Avg. Wrap-up Time - Calls
The average time spent in after call wrap-up (ACW).
Calculation: Sum of ACW Duration/Total Handled Calls
Avg. Wrap-up Time - Chat
The average time spent in chat wrap-up (ACW).
Calculation: Sum of ACW Duration/Total Handled Chats
B
Before Call Work (BCW)
BCW is defined as the time an agent was utilized on a call, but when no consumer is yet present. It is a metric only captured for Dialer Campaigns. Each campaign type may have a slightly different definition of the start and stop times for BCW.
Preview BCW
The time the agent spends researching the consumer and / or previewing information / notes in the CRM.
Predictive BCW
The time the agent is waiting for the consumer to join the call.
Example:
To further understand how BCW appears depending on the selected dialer mode (preview or predictive); see how it appears in the Handle Time calculation.
Preview BCW (Preview Campaign Mode)
As part of the Handle Time calculation, BCW is not included in the
interaction time.Handle Time = BCW + Interaction Time + Wrap-up Time
Predictive BCW (Predictive Campaign Mode)
BCW is captured as a subset of the Interaction Time calculation
because the call has already started.
Handle Time = Interaction Time {including BCW} + Hold Time + Wrap-up Time
C
Call
A call is a single voice session that is comprised of many interactions.
Call / Chat Attempted Count
This is a count of times an agent attempts to answer an interaction. This includes attempt to pick up Deltacast or Multicast.
Call / Chat Missed
If an agent misses a call or a chat, this is the status they will be issued.
Callback
A callback is offered.
This occurs when the call is deflected because over capacity has been reached in the queue. The caller is offered a callback.
The call is marked as a deflected call. The queue position is maintained and once the interaction reaches the top of the queue the callback is made to the consumer.
Callbacks Wait Time
The amount of time from when the consumer entered a queue to when the callback was initiated.
Call Bounced
The total number of interactions that were not answered and have rerouted to the next longest idle available agent.
Call Connected
Other Names: Calls Connected
This signifies that the interaction is currently connected (in a Connected status). This indicates that the call contains both an Agent and a Consumer.
Call / Chat Duration
See Handle Time for Call Duration or Chat Duration, Avg. Handle Time for Avg. Call or Chat Duration.
Call Notification
This is a notification that will be shown on the Agent Adapter. This informs the agent that a call has been assigned to them.
Campaign Name
The name of the campaign as entered in the Campaign Manager settings (Campaign Name).
Campaign Status
The progress of the campaign that is in live production.
The possible statuses (values) that can appear:
Completed - The Campaign has finished.
Paused - The Campaign is currently paused/suspended.
Ready - The Campaign ready to begin.
Running - The Campaign is in progress.
Chat
A chat is a single session that is comprised of many interactions.
Chat Bounced
The total number of interactions that were not answered and have re routed to the next longest idle available agent.
After three bounced activity attempts, the agent will be marked as unavailable. The agent will need to return to being available to receive new conversations.
Chat Concurrency
In chat utilization, the number of overlapping chats being handled by an agent at any given time.
Call Connected
Other Names: Calls Connected
This signifies that the interaction is currently connected (in a Connected status). This indicates that the call contains both an Agent and a Consumer.
Chat Response Time
The time it took for the agent to respond to the consumer's most recent communication (the last message the consumer sent).
Chat Time
The amount of time agents spend in a chat with a consumer. Excludes the Agent's Wrap-up Time.
Aggregates: Average (Avg. Chat Time), Total, Maximum (Longest Segment Time, Longest Interaction Time)
GROUP BY
This metric can be grouped by chat
, agent id
,
menu_path_id
(menu path) and/or language
.
Count In SLA
Count of chat queue durations where queued time is less than the SLA threshold
Count Out SLA
Count of call queue durations where queued time is equal to or greater than the SLA threshold.
CSAT
The customer satisfaction scores (CSAT) awarded to the interaction. These are captured after an interaction ends.
Current Agent Network Quality
Indicates a rating of the Agent's network quality during calls.
Possible values are:
5 - Excellent
4 - Good
3 - Average
2 - Poor
1 - Unusable
Found: Agent Monitoring Dashboard
D
Deflection
A state that occurs based on the queue configuration for overcapacity queues or after hour calls. Displays if the customer was deflected and to which channel.
Deflection options include voicemail, schedule call among others.
Deflection will vary based on channel (Web, IVR, Mobile).
Deltacast
The method of projecting calls, one at a time, to agents in a queue cascade group.
Disposition
The code that the agent applies to the interaction when it is finished, identifying the call or chat subject or the outcome.
Disposition code are configured in Settings > Operations Management.
Dismissal (Chat)
A chat dismissal occurs when a consumer becomes unresponsive for a given amount of time as configured in your portal settings.
Dismissed Chat Count
The sum of chat dismissals.
Dismissed Time
The sum of time that the chat was in a dismissed state. A dismissed state ends when the chat is reactivated or ended.
Disposition
The code that the agent applies to the interaction when it is finished, identifying the call or chat subject or the outcome.
Disposition code are configured in Settings > Operations Management.
Deflection
A state that occurs based on the queue configuration for overcapacity queues or after hour calls. Displays if the customer was deflected and to which channel.
Deflection options include voicemail, schedule call among others.
Deflection will vary based on channel (Web, IVR, Mobile).
E
End Time
The end timestamp of the interaction (in some cases the date will also appear).
Event Status
The category of the interaction.
For Calls or Chats the possible values include: Call Finished, ACW Ended, BCW Ended, Chat Finished, ACW Ended.
For Queues the possible values include: Answered, Abandoned, Deflected, Failed.
H
Handled
The sum of interactions (call or chat) handled by an agent.
This includes work that an agent receives from a queue and work that was directly allocated to an agent and never entered a queue.
Calculation:
Count of all Call interactions where Event = Finished or Failed (Failed being long deprecated)
Handle Time
This was formerly known as Call / Chat Duration*, and a Call / Chat Duration column name may still appear in Standard Reports in some instances. Please use the definition below.*
The amount of time that elapsed from when an agent was assigned a call, including before call work (BCW) for preview campaign calls, to when they ended the wrap-up phase.
Aggregates: Average
GROUP BY
: Handle duration can be grouped by menu_path_id
(menu path),
language
, agent
, and Call ID
or Chat ID
.
Hold Time
This was formerly known as Hold Duration*, and a Hold Duration column name may still appear in Standard Reports in some instances. Please use the definition below.*
The sum of time (in seconds) an agent placed a consumer on hold during an interaction. Hold is recorded in total for a single interaction. An agent that places a consumer on hold multiple times will only show the total hold duration for that interaction. When that agent transfers the call out, this would start a new interaction which would track its own hold time.
Calculation: SUM (hold_duration)
Aggregates: Average, Maximum
I
Interaction
An interaction is a single leg of a session.
For Example: A call enters a queue and is answered by an agent. The call is then transferred to another queue and finished by another agent. In this example there were two (2) queued interactions, two (2) handled interactions by agents and one (1) consumer interaction. All the interactions form a session.
Interaction Time
The sum of the time from when the interaction started to when the interaction ended.
Interaction Types (Session, Call, and Chat Types)
Call Types
Voice Inbound: Standard PSTN calls.
Voice Inbound (IVR via App): Fallback PSTN calls made from the Mobile SDK.
Voice Inbound (App): Placed by consumers via an installed Mobile SDK.
Voice Callback (Web): Initiated from the Web SDK.
Voice Inbound(API): Initiated via API.
Voice Scheduled (App): Scheduled via an installed Mobile SDK.
Voice Scheduled (Web): Scheduled via an installed Web SDK.
Voice Outbound: Initiated by an Agent by dialing a number.
Voice Outbound (API): Initiated via API.
Voice Campaign: Initiated via an Outbound Dialer (Campaign).
Chat Types
Messaging (Whatsapp): Initiated via Whatsapp.
Messaging (SMS): Initiated or received via SMS.
Messaging (Web): Initiated via an installed Web SDK.
Messaging (App): Initiated via an installed Mobile SDK.
L
Language
The language as assigned (configured) to the queue.
Login
The time and date at which the agent logged into the Agent Adapter.
Long Abandons
Long abandons are interactions that have entered a queue but are terminated by the consumer after a set number of seconds as configured by the customer (in the CCAI Platform portal).
M
Max. Agent Response Time
The maximum recorded response time by agent or consumer across matching interactions.
Max. Callback Wait
The longest amount of time an agent had to wait for a consumer to pick up after performing a callback.
Max. Chat Time
The longest recorded amount of time an agent spent in a chat with a consumer.
GROUP BY
This metric can be grouped by chat
, agent id
,
menu_path_id
(menu path) and/or language
.
Max. Hold Time
(Other Name: Longest Hold Duration)
The maximum duration (longest time) that a consumer was placed on hold by an Agent.
Group By
Hold Time, Avg. Hold time, and Max. Hold Time can be grouped by menu_path_id (menu path), language, agent, and Call ID or Chat ID.
Max. Queue Time
(Other Name: Max. Wait Time, Max. Queue Duration)
The maximum amount of time that elapsed when calls/chats spend time in a queue waiting for agent assignment.
Does not consider whether or not the call was answered.
Calculation: max (queue_duration)
Maximum Speed of Answer
The maximum time that elapsed from when an interaction entered a queue and when it got assigned to an agent. Speed of Answer metrics only measure in instances where the call is ultimately handled by an agent.
Max. Wrap-up Time
(other names: Longest Wrap-up Time)
The maximum length of time when the agent was in wrap-up status for the given time range.
GROUP BY
Wrap-up time for interactions can be grouped by
menu_path_id
(menu path), language
, call
or chat
, and agent
.
Menu (incl Menu Type)
The leaf node of a menu path, with the menu type indicating which channel the interaction was routed via.
Missed Calls Due to Network Quality
Displays the total number of calls that were offered to the agent but were missed while the agent's network quality was poor or unusable.
O
Outbound
A call or a chat that was initiated by an agent and not a consumer.
Outbound Phone Number
This is the Agent's outbound phone number as found in the Individual Call History Report. The number from which the Agent is dialing.
P
Payment Statuses
The status of the payment. Possible values include:
Success
Failed
Q
Queue Abandoned Time
The amount of time that calls waited in a queue before disconnecting without being accepted by an agent.
Aggregates: Average (Avg. Abandon Time)
Queue Entry
The distinct count of an entire session. A session could comprise multiple interactions, however, a queue entry is only counting this once.
This only counts the first queue entry for the interaction.
Queue Time
Other Name: Queue Duration
This was formerly known as Wait Time*, and a Wait Time column name may still appear in Standard Reports in some instances. Please use the definition below.*
The total amount of time that elapsed from when a call or chat entered a queue to when it was accepted by an agent or the caller abandoned.
Aggregates: Average, Maximum, Total
GROUP BY
This metric can be grouped by call
or chat ID
,
menu_path_id
(menu path), and language
.
R
Recording Permission
Recording permission is captured for the entire session of a call and is stored along with the call record itself.
Under the Recording Permission column in Historical Reporting the following values can appear:
Granted: The consumer opted into having the call recorded.
Denied: The consumer opted out of having the call recorded.
Not Asked: The consumer was not asked if they consented to being recorded.
For more information on how to view in Standard Reporting see Tutorial: View Data on Recording Permission in Standard Reporting.
Response (Time and Count)
The time in a given interaction that it took an agent or consumer to respond to a chat message (from the other party).
Aggregates: Average, Maximum, Total
GROUP BY
Consumer metrics for responses can be grouped by consumer
,
menu_path_id
(menu path), language
, agent
, or chat
.
GROUP BY
Agent metrics for responses can be grouped by menu_path_id
(menu path), language, agent, or chat.
Example: Understanding Response Count and Response Time
Consumer sends message at 10:00:00 AM
Agent responds to message at 10:00:05 AM
Agent sends another message at 10:00:06 AM
Consumer responds to message at 10:00:09 AM
From this example, we would have a Response Count of 1 and Response Time of 3 seconds for the consumer because the consumer had only responded to the message at 10:00:06 AM.
The agent would have a Response Count of 1 with a Response Time of 5 seconds while the second message sent by the agent has no impact on response due to not directly preceding a message from the consumer.
Returning Users Count
(Other Names: Repeat Contacts)
The count of returning users. A returning user contacts the same queue two or more times within a timeframe configured by the customer. The timeframe is set in Settings > Operation Management.
S
Session
A session is one single communication stream.
This example is encompassing one session. Sessions have multiple interactions
For Example:
Call enters queue
Answered by an Agent
Transferred to another queue
Finished by another Agent
Short Abandons
Short Abandons are interactions that have entered a queue but are disconnected by the consumer before a set number of seconds as configured by the customer.
SLA %
Note: SLA metrics are queue based metrics and not something that can be assigned to an Agent.
Out of all the interactions that entered the queue, the percentage of interactions that started an active conversation with an agent within the configured SLA threshold. If short abandons are excluded in your SLA configuration, interactions that abandon within the configuration abandon threshold aren't counted.
Due to Recovered Calls being factored out, if the divisor is lower than the dividend then we set the dividend to equal the divisor creating a cap at 100%.
SLA Calls Calculation:
Numerator: Count of call queue durations
Denominator:
Count of call queue durations In SLA + Count of call queue durations Out SLA -Recovered Calls queue durations)
Calculation:
Count of calls In SLA /(Count of call queue durations In SLA + count of call queue durations Out SLA - Recovered Calls queue durations)
SLA Chats Calculation:
Numerator: Count of chat queue durations
Denominator:
Count of chat queue durations In SLA + count of chat queue durations Out SLA
Calculation:
Count of chat queue durations In SLA / (Count of chat queue durations In SLA + count of chat queue durations Out SLA)
Count In SLA
Count of chat queue durations where queued time is less than the SLA threshold
Count Out SLA
Count of call queue durations where queued time is equal to or greater than the SLA threshold.
SMS Volume
The total number (count) of SMS interactions.
Support Number
The public number as assigned to the queue that a consumer will contact. This is Inbound only.
T
Talk Time
The total time that the Agent spent talking to a consumer. This excludes BCW and ACW .
Calculation: Interaction duration minus hold duration.
Total Chat Time
The total amount of time agents spend in chats with a consumer.
GROUP BY
This metric can be grouped by chat
, agent id
,
menu_path_id
(menu path) and/or language
.
Total Deltacast Missed Call Status Count
The number of times the Agent was moved into the actual Missed Call User Status by missing a Deltacast projection.
Total Deltacast Missed Call Count
The total number of times an agent missed a deltacast projection.
Total Number of Deltacast Call Notifications Offered
When an agent is selected for Delatcast, they receive a notification of a projected call. They send an acknowledgment back to the server to indicate that they received the notification.
It is only counted as a Notification Offered when the notification is received by their agent adapter.
Total Number of Deltacast Calls resulting in Missed Call due to Poor Network
Displays the total number of delatcast calls that were offered to the agent but were missed while the agent's network quality was poor or unusable.
Total Number of Deltacast Calls to Agent
The number of times the agent was selected for a Deltacast projection.
Total Offered
The sum of projections offered to an agent for a call or chat queue.
Multicast offerings go to multiple agents.
Both are confined within cascade groups.
Total Queue Time
(Other Names: Total Wait Time, Total Queue Duration)
The total amount of time that elapsed when calls/chats spend time in a queue waiting for agent assignment.
Total Response Count
The sum of all responses by agents or consumers during matching interactions.
Total Response Time
The sum of all response time by agents or consumers during matching interactions. For agent response times, this would be the total amount of time the consumer was waiting for agent response to their previous message.
Total Wrap-up Time
The total of Wrap-up Time (when the agent was in wrap-up status) for the interactions.
U
User Status
The label for the User Status to which the Agent has been assigned.
User Status Time
The total time the Agent spent in a user status. This includes custom status and default statuses.
V
VA Assigned to Queue
The name of the Virtual Agent assigned to a specific queue.
VA Call Time
Other Names: VA Call Duration, VA Handle Time
This is the Virtual Agent's Handle TIme.
VA Chat Time
Other names: VA Handle Time, VA Chat Duration
The amount of time a virtual agent spends in a chat with a consumer.
VA CSAT
A score indicating a consumer's level of satisfaction with the interaction with the Virtual Agent.
VA Deflection
This occurs when the Virtual Agent has answered a call or chat from the queue and escalates to a Human Agent in the same queue.
However, the queue is configured to deflect the interaction. For example, callback deflection, voicemail, after hours.
VA Escalation
Due to the Virtual Agent's inability to handle the issue, the virtual agent escalates to a queue where a human agent is assigned.
VA Fallback Response
In the event that VA has not understood the question, there is a generic fallback response configured.
For example, please repeat the question since I did not understand it.
VA Initiated By
Indicates who initiated the interaction. Possible values include a Virtual or Human Agent.
For example, a consumer enters a queue and is assigned a Virtual Agent. Or, a Human Agent transfers to a queue that also has a Virtual Agent.
VA Interaction
A single engagement via the Virtual Agent for a call or chat.
VA Interaction Per Hour
The average number (count) of interactions the Virtual Agent has handled per hour.
VA Resolution Rate
Displayed with Top Virtual Agents, virtual agent resolution rate is calculated by the total VA interactions divided into the VA interactions that were resolved by the virtual agent.
GROUP BY
This count of VA resolutions or the resolution rate by VA can
be grouped by call
or chat
, virtual agent
, menu_path_id
, or
language
.
VA Resolved
The number of virtual agent call interactions that the virtual agent resolved. Usually a resolved call is one where the virtual agent resolves the issue from the consumer and gets some acknowledgment in the call that it has done so.
VA Response Count
The number of times (count) the Virtual Agent responded to the consumer's most recent communication.
VA Response Time
The time it takes the Virtual Agent to respond to the consumer's most recent communication (the last message the consumer sent). Chat only. Aggregates: Min, Max, Avg.
VA Returning Users Count
(Other Names: VA Repeat Contacts)
The count of returning users. A returning user contacts the same queue two or more times within a timeframe configured by the customer. The timeframe is set in Settings > Operation Management.
VA Volume
The amount of interactions that were handled by a virtual agent.
Volume
Other Names: Call Count, Chat Count
The total sum of a collection of interactions.
Voicemail Read
When a customer leaves a recorded message, an agent is assigned to the interaction. Voicemail Read indicates only whether the voicemail was assigned to an agent.
IMPORTANT: The term read is used in the Voicemail Details report. Since the recordings are stored in the customer CRM, from a reporting perspective there is no way to acknowledge that a recording was listened to. Therefore, read only means that an agent was assigned.
This formats as True or False.
Voicemail Received
When a customer leaves a recorded message, an agent is assigned to the interaction. Voicemail Received indicates only whether the voicemail was received.
This formats as True or False.
W
Wait Time
(Other name: Wait Duration)
See Queue Time for Wait Time, Avg. Queue Time for Avg. Wait Time and Max. Queue Time for Max./Longest Wait Time.
Wrap-up Time
Wrap-up Time can be broken up into two types; as an interaction metric and agent time in status.
Wrap-up Time (Interaction Metric)
(Other Names: After Call Work ACW)
The sum of total time (in seconds) the agent has had the wrap-up interface open for a given call or chat. When the agent clicks to End Wrap-up is when the timer stops. Each handled interaction will have a separate event tracked capturing this wrap-up time.
Calculation: SUM (ACW Duration) from handle_durations tables
Aggregates: Average, Maximum, Total
Max. Wrap-up Time
(other names: Longest Wrap-up Time)
The maximum length of time when the agent was in wrap-up status for the given time range.
GROUP BY
Wrap-up time for interactions can be grouped by
menu_path_id
(menu path), language
, call
or chat
, and agent
.
Total Wrap-up Time
The total of Wrap-up Time (when the agent was in wrap-up status) for the interactions.
Wrap-up Time (Agent Status)
The time that an agent is in the actual Wrap-up status is tracked separately from the interaction metric outlined above. For chats, an agent may not always transition into the Wrap-up status due to other ongoing chats or calls which makes the interaction based timer a better representation of Wrap-up Time.
Calculation:
SUM (duration) from user_activity_logs WHERE status = -6 AND activity = 20000
GROUP BY
Wrap-up time for agent time in status can be grouped by
Agent
.
Wrap-up Exceeded
Wrap-up Exceeded can be found in reporting as a status and a metric.
Wrap-up Exceeded (Agent Status)
Wrap-up Exceeded is a system-set status that allows you to transition agents into a Wrap-up Exceeded Status once they have gone beyond a wrap-up threshold time and have cleared all ongoing sessions. When an agents transitions to Wrap-up Exceeded status, an agent-level notification appears.
In the Activity Timeline Report, Wrap-up Exceeded appears as a status value under Activity log.
Wrap-up Exceeded (Metric)
This can appear as a count in the Interactions Summary by Agent Report or a boolean in the Individual Call/Chat History Report (TRUE or FALSE).
(Count) The total number of times the agent goes into Wrap-up Exceeded status.
(Boolean - TRUE or FALSE) Indicates whether a wrap-up exceeded status occurred.
Total Wrap-up Exceeded Time
The total time the agent(s) was in Wrap-up Exceeded status. This is calculated as the time from when the wrap-up timer elapses to when the agent submits the wrap-up.
Session Type Terminology
Session type names are passed to the CRM record, used in the API response, displayed in the session metadata file, and appear in Reporting.
Legacy type name | Current (Updated) type name | Description |
IVR Call | Voice Inbound (IVR) | Standard PSTN calls. |
Incoming Call (Web) | Voice Callback (Web) | Calls requested from an installed Web SDK. |
Scheduled Call (Web) | Voice Scheduled (Web) | Calls scheduled at a future time via an installed Web SDK |
IVR Call (App) | Voice Inbound (Mobile) | Calls placed by consumers via an installed Mobile SDK. |
Incoming Call (IVR) (App) | Voice Inbound (IVR via Mobile) | Fallback PSTN calls made from a Mobile SDK. |
Scheduled Call (App) | Voice Scheduled (Mobile) | Calls scheduled via an installed Mobile SDK. |
Outbound Call | Voice Outbound | Calls initiated by an Agent by dialing a number. |
Incoming Call (API) | Voice Inbound (API) | Calls initiated via API. |
Outbound Call (API) | Voice Outbound (API) | Calls initiated via API. |
Web Chat/Chats (Web) | Messaging Inbound (Web Chat) | Chats initiated via an installed Web SDK. |
App Chat/Chats (App) | Messaging Inbound (Mobile Chat) | Chats initiated via an installed Mobile SDK. |
SMS/Messaging (SMS) | Messaging (SMS) | Inbound or outbound chats via SMS. |
Examples of where to find:
API
- call_type and chat_type fields in /manager/api/v1/calls and /manager/api/v1/chats respectively
Reporting
Session metadata file
- call_type and chat_type fields
CRM Record Title if the {CALL_TYPE} variable is used in "Case Title" configuration located in Operation Management.
CRM Custom Field values
- 'Session Type' field
Call Status Lifecycle States
Enumeration of states that a call can be in through its lifecycle.
Status Values:
Selecting
State that occurs when an end user has called into the contact center, but is still navigating the menu options prior to selecting a leaf node which initiates a call request.
Characteristics
- Type: String
Occurrence
Monitoring Value: Selecting
Reporting Value: Selecting
API Value: selecting
API
Request Parameter
Retrieve all calls who status is selecting with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Queued
State that occurs after the end user has selected a leaf menu node and initiated a call request to be deltcasted or multicasted to an agent.
Characteristics
- Type: String
Occurrence
Monitoring Value: Queued
Reporting Value: Queued
API Value: queued
API
/calls
status[] includes queued
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Assigned
State that occurs when an agent is selected to receive the end user call. This occurs when an agent picks up a call.
Characteristics
- Type: String
Occurrence
Monitoring Value: Assigned
Reporting Value: Assigned
API Value: assigned
API
Request Parameter
Retrieve all calls who status is assigned with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Connecting
State that occurs after an agent is assigned, and is waiting to be establish a connection between the end user and agent.
Characteristics
- Type: String
Occurrence
Monitoring Value: Connecting
Reporting Value: Connecting
API Value: connecting
API
Request Parameter
Retrieve all calls who status is connecting with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Connected
State that occurs when the call has established a connection and the agent and end user are both placed into a call.
Characteristics
- Type: String
Occurrence
Monitoring Value: Connected
Reporting Value: Connected
API Value: connected
API
Request Parameter
Retrieve all calls who status is connected with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Finished
State that occurs when an agent and end user's conversation ends a call without any errors.
Characteristics
- Type: String
Occurrence
Monitoring Value: Finished
Reporting Value: Finished
API Value: finished
API
Request Parameter
Retrieve all calls who status is finished with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Failed
State that occurs when a call ends because of an error. When this status is rendered, a failed reason will also be provided for more context.
Characteristics
- Type: String
Occurrence
Monitoring Value: Failed
Reporting Value: Failed
API Value: failed
API
Request Parameter
Retrieve all calls who status is failed with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Switching
State that occurs when a call fails while trying to connect and CCAI Platform attempts to connect the call with a different VOIP provider.
Characteristics
- Type: String
Occurrence
Monitoring Value: Switching
Reporting Value: Switching
API Value: switching
API
Request Parameter
Retrieve all calls who status is switching with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Recovered
State that occurs when a failed call is called back. This new call is a child to the original call. Recovered notes that the call back is finished without error.
Characteristics
- Type: String
Occurrence
Monitoring Value: Recovered
Reporting Value: Recovered
API Value: recovered
API
Request Parameter
Retrieve all calls who status is recovered with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Scheduled
State that occurs when an end user has chosen to be called in the future as part of a deflection option or has selected to be called in the future via Web or Mobile.
Characteristics
- Type: String
Occurrence
Monitoring Value: Scheduled
Reporting Value: Scheduled
API Value: scheduled
API
Request Parameter
Retrieve all calls who status is scheduled with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Deflected
State that occurs based on the queue configuration for overcapacity queues or after hour calls. Deflection options include voicemail, schedule call among others. Deflection will vary based on channel (Mobile, IVR, Web).
Characteristics
- Type: String
Occurrence
Monitoring Value: Deflected
Reporting Value: Deflected
API Value: deflected
API
Request Parameter
Retrieve all calls who status is deflected with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Voicemail
State that occurs when an end user is deflected to a voicemail option, and opts to leave a voicemail message to listened to later. This state is present when the end user is leaving the voicemail.
Characteristics
- Type: String
Occurrence
Monitoring Value: Voicemail
Reporting Value: Voicemail
API Value: oicemail
API
Request Parameter
Retrieve all calls who status is voicemail with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Voicemail Received
State that occurs after an end user has left a voicemail and an agent has not listened to the voicemail.
Characteristics
- Type: String
Occurrence
Monitoring Value: Voicemail Received
Reporting Value: Voicemail Received
API Value: voicemail_received
API
Request Parameter
Retrieve all calls who status is voicemail_received with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Voicemail Read
State that occurs when an agent has opened the voicemail to listen to.
Characteristics
- Type: String
Occurrence
Monitoring Value: Voicemail Read
Reporting Value: Voicemail Read
API Value: voicemail_read
API
Request Parameter
Retrieve all calls who status is voicemail_read with the following request:
Response Location
Reference the call status by retrieving the following field(s) from the call object:
Fail Reasons Status Values
Enumeration of the reasons of how a call can fail.
Failed: (Miscellaneous failure) Cannot establish connection
A call failed due to CRM widget was not able establish a connection with the telephony provider.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Miscellaneous failure
Monitoring Value - Previous Call: Cannot establish connection
Reporting Value: Failed: (Miscellaneous failure) Cannot establish connection
API Value
voip_conn_signal
voip_conn_general
API
/call
failed_reason[] contains voip_conn_signal or voip_conn_general
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Miscellaneous failure) Cannot initiate call, invalid token
A call failed due to an invalid token for the telephony provider which prevents a call from being initiated.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Miscellaneous failure
Monitoring Value - Previous Call: Cannot initiate call, invalid token
Reporting Value: Failed: (Miscellaneous failure) Cannot initiate call, invalid token
API Value: voip_invalid_token
API
/call
failed_reason[] contains voip_invalid_token
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Miscellaneous failure) Tokbox error
A call failed due to an unknown error response from the telephony provider Tokbox.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Miscellaneous failure
Monitoring Value - Previous Call: Tokbox error
Reporting Value: Failed: (Miscellaneous failure) Tokbox error
API Value: voip_tokbox_error
API
/call
failed_reason[] contains voip_tokbox_error
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Miscellaneous failure) Twilio error
A call failed due to an unknown error response from the telephony provider Twilio.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Miscellaneous failure
Monitoring Value - Previous Call: Twilio error
Reporting Value: Failed: (Miscellaneous failure) Twilio error
API Value: voip_twilio_error
API
/call
failed_reason[] contains voip_twilio_error
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Miscellaneous failure) No permission granted, error while the accessing microphone
A call failed due to no permission granted for a microphone to take a call.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Miscellaneous failure
Monitoring Value - Previous Call: No permission granted, error while the accessing microphone
Reporting Value: Failed: (Miscellaneous failure) No permission granted, error while the accessing microphone
API Value: ag_mic_denied
API
/call
failed_reason[] contains ag_mic_denied
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Miscellaneous failure) No device found, error while accessing the microphone
A call failed due to no device found for a microphone to take a call.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Miscellaneous failure
Monitoring Value - Previous Call: No device found, error while accessing the microphone
Reporting Value: Failed: (Miscellaneous failure) No device found, error while accessing the microphone
API Value: ag_mic_no_device
API
/call
failed_reason[] contains ag_mic_no_device
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Expired) Expired call was ignored
A call failed due to an agent who ignored a call and let it expire.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Expired
Monitoring Value - Previous Call: Expired call was ignored
Reporting Value: Failed: (Expired) Expired call was ignored
API Value: ag_ignored
API
/call
failed_reason[] contains ag_ignored
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Agent cancelled) Agent cancelled a connecting call
A call failed due to an agent who cancelled a connecting call. The Agent could have refreshed the page as they were answering and this ended the call, or they clicked End Call.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Agent cancelled
Monitoring Value - Previous Call: Agent cancelled a connecting call
Reporting Value: Failed: (Agent canceled) Agent cancelled a connecting call
API Value: ag_canceled
API
/call
failed_reason[] contains ag_canceled
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Miscellaneous failure) Push notification to start call did not send
A call failed due to a failure to send a push notification to the end user to start the call.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Miscellaneous failure
Monitoring Value - Previous Call: Push notification to start call did not send
Reporting Value: Failed: (Miscellaneous failure) Push notification to start call did not send
API Value: eu_noti_failed
API
/call
failed_reason[] contains eu_noti_failed
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Customer busy) No answer from customer
A call failed due to no answer from the end user.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Customer busy
Monitoring Value - Previous Call: No answer from customer
Reporting Value: Failed: (Customer busy) No answer from customer
API Value: eu_no_answer
API
/call
failed_reason[] contains eu_no_answer
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Miscellaneous failure) Call could not go through likely due to a misdialed number
A call failed due to a misdialed phone number.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Miscellaneous failure
Monitoring Value - Previous Call: Call could not go through likely due to a misdialed number
Reporting Value: Failed: (Miscellaneous failure) Call could not go through likely due to a misdialed number
API Value: eu_wrong_number
API
/call
failed_reason[] contains eu_wrong_number
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Customer busy) Customer party was busy
A call failed due to the end user who was busy on another call.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Customer busy
Monitoring Value - Previous Call: Customer party was busy
Reporting Value: Failed: (Customer busy) Customer party was busy
API Value: eu_busy
API
/call
failed_reason[] contains eu_busy
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Customer abandoned) Customer abandoned during menu selection
A call failed due to the end user who abandoned while in menu selection.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Customer abandoned
Monitoring Value - Previous Call: Customer abandoned during menu selection
Reporting Value: Failed: (Customer abandoned) Customer abandoned during menu selection
API Value: eu_in_menu_abandoned
API
/call
failed_reason[] contains eu_in_menu_abandoned
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Customer abandoned) Call was abandoned before agent was connected
A call failed due to the end user who abandoned while waiting to connect to an agent.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Customer abandoned
Monitoring Value - Previous Call: Call was abandoned before agent was connected
Reporting Value: Failed: (Customer abandoned) Call was abandoned before agent was connected
API Value: eu_abandoned
API
/call
failed_reason[] contains eu_abandoned
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Customer busy) Customer rejected the call
A call failed due to the end user who rejected an incoming call.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Customer busy
Monitoring Value - Previous Call: Customer rejected the call
Reporting Value: Failed: (Customer busy) Customer rejected the call
API Value: eu_rejected
API
/call
failed_reason[] contains eu_rejected
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Customer abandoned) Customer cancelled the call
A call failed due to the end user who cancelled an incoming call.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Customer abandoned
Monitoring Value - Previous Call: Customer cancelled the call
Reporting Value: Failed: (Customer abandoned) Customer cancelled the call
API Value: eu_canceled
API
/call
failed_reason[] contains eu_canceled
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Expired) Call expired within a queue
A call failed because it expired while in queue.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Expired
Monitoring Value - Previous Call: Call expired within a queue
Reporting Value: Failed: (Expired) Call expired within a queue
API Value: expired
API
/call
failed_reason[] contains expired
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Failed: (Miscellaneous failure) Unknown error
A call failed because of an unknown error.
Characteristics
- Type: String
Occurrence
Monitoring Value - Dashboard: Miscellaneous failure
Monitoring Value - Previous Call: Unknown error
Reporting Value: Failed: (Miscellaneous failure) Unknown error
API Value: unknown
API
/call
failed_reason[] contains unknown
Response Location
Reference the failed reason by retrieving the following field(s) from the call object:
Agent Activity Status Values
Enumeration of events and actions that agent took while logged in to the call widget.
Call - Notification Offered
Event that occurs when an end user calls and a multicast or deltacast call notification is offered to the agent.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
API Value: call_notification_offered
API
/agent_activity_logs
activity[] contains call_notification_offerred
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Call - Pick Up Attempt
Event that occurs when an agent attempts to pick up a multicast or deltacast call.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
Reporting Value: call - Pick Up Attempt
API Value: call_pick_up_attempt
API
/agent_activity_logs
activity[] contains call_pick_up_attempt
Response Location
Reference the activity by retrieving the following field from the agent_activity_log object:
Call - Picked Up
Event that occurs when an agent answers a multicast or deltacast call.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
Reporting Value: Call - Picked Up
API Value: call_picked_up
API
/agent_activity_logs
activity[] contains call_picked_up
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Deltacast Call - Notification Offered
Event that notes that an end user has called into a queue with multicast where a deltacast call is then broadcasted to an agent in that queue.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
Reporting Value: Deltacast Call - Notification Offered
API Value: deltacast_call_notification_offered
API
/agent_activity_logs
activity[] contains deltacast_call_notification_offered
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Deltacast Call - Pick Up Attempt
Event that occurs when an agent tries to answer a deltacasted call.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
Reporting Value: Deltacast Call - Pick Up Attempt
API Value: deltacast_call_pick_up_attempt
API
/agent_activity_logs
activity[] contains deltacast_call_pick_up_attempt
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Deltacast Call - Picked Up
Event that occurs when an agent successfully answers a deltacasted call.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
Reporting Value: Deltacast Call - Picked Up
API Value: deltacast_call_picked_up
API
/agent_activity_logs
activity[] contains deltacast_call_picked_up
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Deltacast Call - Missed
Event that occurs when an agent does not answer their deltacasted call.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
Reporting Value: Deltacast Call - Missed
API Value: deltacast_call_missed
API
/agent_activity_logs
activity[] contains deltacast_call_missed
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Multicast Call - Notification Offered
Event that notes that an end user has called into a queue with multicast where a multicast call is then broadcasted to the agents in that queue.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
Reporting Value: Multicast Call - Notification Offered
API Value: multicast_call_notification_offered
API
/agent_activity_logs
activity[] contains multicast_call_notification_offered
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Multicast Call - Pick Up Attempt
Event that occurs when a multicasted call has been attempted to be answered by an agent.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
Reporting Value: Multicast Call - Pick Up Attempt
API Value: multicast_call_pick_up_attempt
API
/agent_activity_logs
activity[] contains multicast_call_pick_up_attempt
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Multicast Call - Picked Up
Event that occurs when a multicasted call has been answered by an agent.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
Reporting Value: Multicast Call - Picked Up
API Value: multicast_call_picked_up
API
/agent_activity_logs
activity[] contains multicast_call_picked_up
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Call - Outbound Dialing
Event that occurs when an agent uses the dial pad in the widget to call an end user.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
Reporting Value: Call - Outbound Dialing
API Value: call_outbound_dialing
API
/agent_activity_logs
activity[] contains call_outbound_dialing
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Status Changed
Event that occurs when an agent or event changes the state their widget is in.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
Reporting Value: Status Changed
API Value: user_status_changed
API
/agent_activity_logs
activity[] contains user_status_changed
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Login
Event that occurs when an agent logs out of the widget.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
Reporting Value: Login
API Value: login
API
/agent_activity_logs
activity[] contains login
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Logout
Event that occurs when an agent logs into the widget.
Characteristics
- Type: String
Occurrence
Monitoring Value: NA
API Value: logout
API
/agent_activity_logs
activity[] contains logout
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Voicemail Status Values
Enumeration of the different reasons a voicemail was left by an end user.
Voicemail - No Input
Voicemail - Over Capacity Deflection
Voicemail - After Hour Deflection
Voicemail - Temporary Redirection
Voicemail - No Input
Voicemail was left by an end user who did not select a menu option after it was announced twice.
Characteristics
- Type: String
Occurrence
Monitoring Value: Voicemail - No Input
Reporting Value: Voicemail - No Input
API Value: no_input
API
Request Parameter
Response Location
Reference the voicemail reasons by retrieving the following field(s) from the call object:
Voicemail - Over Capacity Deflection
Voicemail was left by an end user whose estimated wait time or current wait time for a specific queue exceeded the overcapacity deflection threshold.
Characteristics
- Type: String
Occurrence
Monitoring Value: Voicemail - Over Capacity Deflection
Reporting Value: Voicemail - Over Capacity Deflection
API Value: over_capacity_deflection
API
Request Parameter
Response Location
Reference the voicemail reasons by retrieving the following field(s) from the call object:
Voicemail - After Hour Deflection
Voicemail was left by an end user who reached out to a queue after hours.
Characteristics
- Type: String
Occurrence
Monitoring Value: Voicemail - After Hour Deflection
Reporting Value: Voicemail - After Hour Deflection
API Valu: after_hour_deflection
API
Request Parameter
Response Location
Reference the voicemail reasons by retrieving the following field(s) from the call object:
Voicemail - Temporary Redirection
Voicemail was left by an end user who was deflected by temporary redirection.
Characteristics
- Type: String
Occurrence
Monitoring Value: Voicemail - Temporary Redirection
Reporting Value: Voicemail - Temporary Redirection
API Value: temporary_redirection
API
Request Parameter
Response Location
Reference the voicemail reasons by retrieving the following field(s) from the call object:
Deflection Reasons
Enumeration of the different reasons why a call was deflected.
Temporary redirection - voicemail
Event that triggers when an end user is deflected by temporary redirected and selects to leave a voicemail.
Characteristics
- Type: String
Occurrence
Monitoring Value: Temporary redirection - voicemail
Reporting Value: Temporary redirection - voicemail
API Value: temp_redirection_voicemail
API
Request Parameter
Response Location
Reference the deflected reasons by retrieving the following field(s) from the call object:
Temporary redirection - message
Event that triggers when an end user is deflected by temporary redirected and selects to listen a message.
Characteristics
- Type: String
Occurrence
Monitoring Value: Temporary redirection - message
Reporting Value: Temporary redirection - message
API Value: temp_redirection_message
API
Request Parameter
Response Location
Reference the deflected reasons by retrieving the following field(s) from the call object:
Temporary redirection - phone number
Event that triggers when an end user is deflected by temporary redirected and selects to be directed to a phone number.
Characteristics
- Type: String
Occurrence
Monitoring Value: Temporary redirection - phone number
Reporting Value: Temporary redirection - phone number
API Value: temp_redirection_phone
API
Request Parameter
Response Location
Reference the deflected reasons by retrieving the following field(s) from the call object:
After hours - message
Event that triggers when an end user is deflected by after hours and selects to listen to an after hour message.
Characteristics
- Type: String
Occurrence
Monitoring Value: After hours - message
Reporting Value: After hours - message
API Value: after_hours_message_only
API
Request Parameter
Response Location
Reference the deflected reasons by retrieving the following field(s) from the call object:
After hours - phone number
Event that triggers when an end user is deflected by after hours and selects to be directed to a phone number.
Characteristics
- Type: String
Occurrence
Monitoring Value: After hours - phone number
Reporting Value: After hours - phone number
API Value: after_hours_phone
API
Request Parameter
Response Location
Reference the deflected reasons by retrieving the following field(s) from the call object:
After hours - voicemail
Event that triggers when an end user is deflected by after hours and selects to leave a voicemail.
Characteristics
- Type: String
Occurrence
Monitoring Value: After hours - voicemail
Reporting Value: After hours - voicemail
API Value: after_hours_voicemail
API
Request Parameter
Response Location
Reference the deflected reasons by retrieving the following field(s) from the call object:
Over capacity - wait
Event that triggers when an end user is deflected by overcapacity and selects to keep waiting.
Characteristics
- Type: String
Occurrence
Monitoring Value: Over capacity - wait
Reporting Value: Over capacity - wait
API Value: over_cap_wait
API
Request Parameter
Response Location
Reference the deflected reasons by retrieving the following field(s) from the call object:
Over capacity - callback
Event that triggers when queue is overcapacity that an end user selects to schedule a callback.
Characteristics
- Type: String
Occurrence
Monitoring Value: Over capacity - callback
Reporting Value: Over capacity - callback
API Value: over_cap_callback
API
Request Parameter
Response Location
Reference the deflected reasons by retrieving the following field(s) from the call object:
Over capacity - voicemail
Event that triggers when queue is overcapacity and the end user selects to leave a voicemail.
Characteristics
- Type: String
Occurrence
Monitoring Value: Over capacity - voicemail
Reporting Value: Over capacity - voicemail
API Value: over_cap_voicemail
API
Request Parameter
Response Location
Reference the deflected reasons by retrieving the following field(s) from the call object:
Over capacity - phone number
Event that triggers when queue is overcapacity and the end user selects to leave a be redirected to a phone number.
Characteristics
- Type: String
Occurrence
Monitoring Value: Over capacity - phone number
Reporting Value: Over capacity - phone number
API Value: over_cap_phone
API
Request Parameter
Response Location
Reference the deflected reasons by retrieving the following field(s) from the call object:
Deflecting
Event that is triggered when the call is actively being deflected.
Characteristics
- Type: String
Occurrence
Monitoring Value: Deflecting
Reporting Value: Deflecting
API Value: deflecting
API
Request Parameter
Response Location
Reference the deflected reasons by retrieving the following field(s) from the call object:
No deflection
Default value when no deflection has been triggered
Characteristics
- Type: String
Occurrence
Monitoring Value: No deflection
Reporting Value: No deflection
API Value: no_deflection
API
Request Parameter
Response Location
Reference the deflected reasons by retrieving the following field(s) from the call object:
Disconnected Status Values
Enumeration of the different ways a call can be disconnected.
Finished: Disconnected by end user
Finished: Disconnected by agent
Finished: Disconnected by unknown
Finished: Disconnected by end user
Notes that the call or chat ends when an end user ends the session.
Characteristics
- Type: String
Occurrence
Monitoring Value: Finished: Disconnected by end user
Reporting Value: Finished: Disconnected by end user
API Value: disconnected_by_end_user
API
Request Parameter
Response Location
Reference the disconnected by reasons by retrieving the following field(s) from the call object:
Finished: Disconnected by agent
Notes that the call or chat ends when an agent ends the session.
Characteristics
- Type: String
Occurrence
Monitoring Value: Finished: Disconnected by agent
Reporting Value: Finished: Disconnected by agent
API Value: disconnected_by_agent
API
Request Parameter
Response Location
Reference the disconnected by reasons by retrieving the following field(s) from the call object:
Finished: Disconnected by unknown
Notes that the call or chat ends when an end user ends the session.
Characteristics
- Type: String
Occurrence
Monitoring Value: Finished: Disconnected by unknown
Reporting Value: Finished: Disconnected by unknown
API Value: disconnected_by_unknown
API
Request Parameter
Response Location
Reference the disconnected by reasons by retrieving the following field(s) from the call object:
Agent Statuses (Default) in Agent Adapter
Enumeration of default status an agent can choose from in their Agent Adapter.
Status Values:
Available
Agent status that notes the agent is free and able to accept calls or chats based on licenses provisioned.
Characteristics
- Type: String
Occurrence
Monitoring Value: Available
Reporting Value: Available
API Value: available
API
Request Parameter
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Unavailable
Agent status that notes the agent is not free nor able to accept calls or chats based on licenses provisioned.
Characteristics
- Type: String
Occurrence
Monitoring Value: Unavailable
Reporting Value: Unavailable
API Value: unavailable
API
Request Parameter
Response Location
Reference the activity by retrieving the following fields from the agent_activity_log object:
Break
Agent status that notes the agent is on a break. This needs to be manually toggled by the agent.
Characteristics
- Type: String
Occurrence
Monitoring Value: Break
Reporting Value: Break
API Value: break
API
Request Parameter
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Special Task
Agent status that notes the agent is on a special task. This needs to be manually toggled by the agent.
Characteristics
- Type: String
Occurrence
Monitoring Value: Special Task
Reporting Value: Special Task
API Value: special_task
API
Request Parameter
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Meal
Agent status that notes the agent is on a meal break. This needs to be manually toggled by the agent.
Characteristics
- Type: String
Occurrence
Monitoring Value: Meal
Reporting Value: Meal
API Value: meal
API
Request Parameter
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Missed Call
Agent status that is toggled when an agent is offered a deltacast call and does not answer it.
Characteristics
- Type: String
Occurrence
Monitoring Value: Missed Call
Reporting Value: Missed Call
API Value: missed_call
API
Request Parameter
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Wrap-up
Agent status that notes the agent is doing some post-call tasks. This can be toggled automatically when a call is over, or triggered when an agent manually toggles the status.
Characteristics
- Type: String
Occurrence
Monitoring Value: Wrap-up
Reporting Value: Wrap-up
API Value: wrap_up
API
Request Parameter
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
In-call
Agent status that notes the agent is currently on a call with an end user.
Characteristics
- Type: String
Occurrence
Monitoring Value: In-call
Reporting Value: In-call
API Value: in_call
API
Request Parameter
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Offline
Agent status that notes the agent is not online and cannot take calls or chats.
Characteristics
- Type: String
Occurrence
Monitoring Value: Offline
Reporting Value: Offline
API Value: offline
API
Request Parameter
Response Location
Reference the activity by retrieving the following field(s) from the agent_activity_log object:
Unresponsive Agent Status and Skipped Interactions
Overview
Unresponsive status is a system-set status different from most other default statuses.
It allows Managers and Admins to identify an unresponsive Adapter and take action to return the adapter and agent to a state where calls/chats can be received.
Status details
When a session chat/call is routed to an Agent via Deltacast and the system does not receive a response from the Agent's Adapter, the system logs this event as a "skipped" call or chat. By default, an Agent is set to Unresponsive after three (3) consecutive skipped calls/chats are recorded for that Agent.
This default value of (3) is configurable at Settings > Operation Management > Deltacast, and can be customized by specifying how many consecutive skipped calls or chats need to occur before the Agent is placed into Unresponsive status.
This is a "passive status" as neither Agents nor Managers can place an agent in this status; the status is triggered only by non-responsive Adapters that have logged skipped events.
To maintain a positive consumer experience, calls/chats are no longer delivered to agents in Unresponsive status. Agents will remain in Unresponsive status until the Agent manually makes a status change or performs an action that sends a notification to CCAI Platform from their Adapter. When CCAI Platform receives notification that the Adapter is active and connecting, the agent's status will be updated in the system.
If Agents are being put into Unresponsive, they are NOT intentionally avoiding calls/chats, instead, their machines are failing to receive CCAI Platform notifications. Agents generally do not know their call adapters are unresponsive and might be seeing a valid status, such as "Available". Unresponsive status allows Managers and Admins to identify an unresponsive Adapter and take action to return the adapter and agent to a state where calls/chats can be received.
More on Skipped interactions
Many steps occur in the background to ensure calls are delivered to an Agent each time a caller selects a queue or is automatically placed into a queue. When a call is ready to be routed to an agent, CCAI Platform selects the Agent and sends the call to the CCAI Platform Adapter.
In a stable network environment, this works flawlessly and the call/chat is routed. In the event there are significant connectivity or network bandwidth issues, the CCAI Platform platform will know there is an issue when it does not receive confirmation that the Adapter was notified of the call/chat. This lack of response from the agent Adapter shows that there was an error outside of UJET's control.
We log this event as a Skipped call and route the call to the next available agent.
CCAI Platform records the count of skipped calls for each agent. The skipped call count will reset when the agent reestablishes their network connection and a notification is received by CCAI Platform, such as when an Agent re-logs-in or actively changes their status.
Skipped vs. Missed Calls
Skipped call - Our system does not receive an acknowledgment that a call notification was sent to the agent's call adapter. This leads to an agent status of "Unresponsive" (depending on the configured number of sequential occurrences).
Missed call - The agent's adapter successfully received the call notification and the agent was notified, but the agent did not pick up the call. This leads to a "Missed call" status.
Monitoring
Agents in the Unresponsive status are listed in the Agent status graphs in the dashboard visualizations and on the Agent Monitoring Page.
These monitoring pages enable managers to quickly identify agents and work with them to ensure they can be placed back into Available status.
Reporting
Unresponsive status shows in most Agent Status Reports.
Although CCAI Platform logs when the platform attempts to assign a call or chat to an agent, the reporting API only contains activities the agent picking up a call. Because of this, the Agent Activity - Timelinereport does not show skipped calls.