| 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 agent 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 |
