What are reasons a caller left a call queue?
Learn how we define reasons why a caller left a call queue and characterize abandonment behaviours.
Outcomes
| Outcome | Description |
|---|---|
| Handled | Amount of callers who connected with an agent or logged in user. |
| Abandoned | Amount of callers who left the queue before speaking with an agent.
Note: This the User hang up count in the dial plan.
|
| Pending | Callback requested and waiting for a return call. |
| Evicted customer | Callers dequeued due to their own actions, such as pressing * on their keypad (DTMF Exit). |
| Evicted system | Callers dequeued by the system, including actions such as exceeding the defined timeout on the queue node, and settings within the queue such as maximum callers, allowing callers into an empty queue, and removing callers when the queue has no agents. |
| Evicted user | Callers dequeued due to actions performed by a GoTo supervisor/admin, such as picking up a call, transferring a call, or cancelling a callback. |
Left Queue Reason Codes
| Name | Number | Description | Outcome |
|---|---|---|---|
| Answered | 0 | Caller is answered by an agent | Handled |
| Abandoned | 1 | Caller hung up while waiting in the queue | Abandoned |
| DTMF exit | 2 | Caller pressed * while waiting in the queue, and thus left the queue.
Note: This is configured in the Queue node within the dial plan.
|
Evicted customer |
| Timeout (Queue timeout) | 3 | Caller timed-out while in the queue.
Note: This is configured in the Queue node within the dial plan.
|
Evicted system |
| Left empty | 4 | Caller was removed from the queue when all available agents left the queue.
Note: This setting is configured in the call queue settings under Remove callers when queue has no agents.
|
Evicted system |
| Joined empty | 5 | Caller called the queue while no agents were logged in.
Note: This setting is configured in the call queue settings under Allow new callers into empty queue.
|
Evicted system |
| Queue full | 6 | Caller call the queue while it was full.
Note: This setting is configured in the call queue settings under Max callers.
|
Evicted system |
| Replace callback | 7 | Caller is dequeued because it was replaced by a caller callback | Pending |
| Callback dispatched | 8 | Caller callback is dequeued because it was dispatched (called back) | Handled |
| Unknown | 9 | Unknown reason | Unknown |
| Answered elsewhere | 10 | Caller is answered by someone else outside of the queue | Handled |
| Removed by supervisor | 11 | Caller is manually removed by a supervisor | Evicted user |
| Entered another queue | 12 | Caller was enqueued on another queue | Evicted user |
| Transfer completed | 13 | Caller was removed due to completion of transfer | Evicted user |
| Relocated | 14 | The organization was migrated and caller was relocated to another data center | Unknown |
| Callback failed | 15 | Platform was unable to dial the callback caller | Evicted system |
