Data Dictionary

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 BYAgent 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 BYAgent 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.