Abandoned - Before Call Routed |
Caller hung up the call immediately after answering |
Abandoned - Max Calls in Queue |
Call was hung up due to Max Calls in Queue setting on ACD Queue |
Abandoned - Max Queue Time |
Call was hung up due to Max Queue Time setting on ACD Queue |
Abandoned - No Agent Available |
Call was hung by because no agent was available or logged in (inactive) |
Abandoned by Caller |
For Inbound, Caller hung up while waiting for an agentĀ For Outbound, System hung up while waiting on an agent, and Drop Seconds Limit outbound setting was exceeded |
Active With Customer |
Status assigned to a lead when an agent is actively speaking to them |
Agent Error |
The agent's browser either lost network connection to the web server OR was closed before dispositioning a live call |
Agent Exceeded Wrap Time |
The agent was presented with the list of dispositions but didn't select an option before the Wrapup Seconds setting on the campaign was exceeded |
Answering Machine - Agent |
Agent indicated their last call was an answering machine |
Answering Machine - System |
System detected an answering |
Answering Machine Msg Played |
System detected an answering machine and fully played the pre-recorded message |
Answering Machine Sent to Mesg |
System detected an answering machine and started playing a pre-recorded message |
Being Routed to Agent |
Caller is in the process of being sent to an agent and the agent workstation hasn't responded yet confirming receipt |
Black List |
Lead was added to the inbound blocked list and won't be able to call in |
Busy |
Agent indicated their last call was a busy signal |
Busy - System |
System detected a busy signal from the carrier |
Call Back |
Agent indicated their last call was either a scheduled or non-scheduled callback |
Call Back Hold |
A previously scheduled callback call that hasn't reached its time yet |
Call Picked Up |
A temporary state when a call was answered, but haven't been placed in the queue or routed to an agent yet |
Call Transferred |
Call was handled by one agent and then forwarded to either an internal or external agent |
Called After Hours |
Call came in while an ACD Queue was closed, based on its hours of operations setting |
Disconnected Number |
Agent indicated their last call was a disconnected number |
Disconnected Number - System |
System detected a disconnected number |
Do Not Call |
Agent indicated their last call was a Do Not Call request |
Do Not Call - In Campaign DNC |
System detected a phone number that was already on a campaign's DNC list |
Do Not Call - Internal Match |
System detected a phone number that was already on the master DNC list |
Do Not Call - Quota Reached |
Applied to leads that shouldn't be called because their Disposition Quota settings were met OR multiple imports were done into a Census list and during the subsequent import(s) the option to 'Not dial records that are not part of the new import' was selected. As a result, existing records on the Census list that were not on the new import file were updated to DNCQ to prevent the system from dialing them. |
Fax Machine - System |
System detected a fax tone |
Generic disposition |
Agent was presented with the list of dispositions but closed their browser without making a selection |
Inbound Caller ID Callback |
A temporary state used to indicate a new inbound call that hasn't been queued yet OR to hold callers who have asked to be called back instead of waiting in queue |
New Lead |
A temporary state used to indicate an outbound lead that hasn't been called yet |
No Answer - Agent |
Agent indicated their last call resulted in no answer |
No Answer - System |
System exceeded its Dial Timeout while waiting on someone to answer |
Played Message |
For broadcast campaigns, indicates that the broadcast message has been played to the caller |
Queue Abandon Voicemail Left |
Call was in the inbound queue and given an option to leave a voicemail instead of continuing to hold |
Survey Hungup |
Survey finished and was configured to hang up once completed |
Survey sent to Extension |
Survey finished and was configured to forward to an internal or external number once completed |
Survey sent to Queue |
Survey finished and was configured to route to an ACD Queue once completed |
Survey sent to Record |
Survey finished and was configured to send caller to record a voice message once completed |
Survey sent to Voicemail |
Survey finished and was configured to forward to voicemail once completed |
Wait Timeout |
Caller selected one of three options while they were waiting in an inbound ACD Queue |