Call queue outcomes and 'left queue' reason codes
Learn how we define reasons why a call left a call queue and characterize abandonment behaviours.
Outcomes
| Outcome | Description |
|---|---|
| Handled | Amount of calls that connected with an agent or logged in user. This includes any time a GoTo supervisor/admin picked up the call. |
| Abandoned | Amount of calls that left the queue before speaking with an agent.
Note: Abandoned calls are counted as User hang ups in the dial plan, however, not all User hang ups are abandoned queue calls. It is just one contributing factor in that count.
|
| Pending | Callback requested and waiting for a return call. |
| Evicted customer | Calls dequeued due to their own actions, such as pressing * on their keypad (DTMF Exit). |
| Evicted system | Calls dequeued by the system, including actions such as exceeding the defined timeout on the queue node, and settings within the queue such as maximum calls, allowing calls into an empty queue, and removing calls when the queue has no agents. |
| Evicted user | Calls dequeued due to actions performed by a GoTo supervisor/admin, such as transferring a call or cancelling a callback. |
Left Queue Reason Codes
| Name | Number | Description | Outcome |
|---|---|---|---|
| Answered | 0 | Call is answered by an agent | Handled |
| Abandoned | 1 | Call was 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 | Call timed-out while in the queue.
Note: This is configured in the Queue node within the dial plan.
|
Evicted system |
| Left empty | 4 | Call 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 | Call came into 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 | Call came into the queue while it was full.
Note: This setting is configured in the call queue settings under Max callers.
|
Evicted system |
| Replace callback | 7 | Call is dequeued because it was replaced by a callback | Pending |
| Callback dispatched | 8 | Callback is dequeued because it was dispatched (called back) | Handled |
| Unknown | 9 | Unknown reason | Unknown |
| Answered elsewhere | 10 | Call is answered by someone else outside of the queue | Handled |
| Removed by supervisor | 11 | Call is manually removed by a supervisor | Evicted user |
| Entered another queue | 12 | Call was enqueued on another queue | Evicted user |
| Transfer completed | 13 | Call was removed due to completion of transfer | Evicted user |
| Relocated | 14 | The organization was migrated and so the call was relocated to another data center | Unknown |
| Callback failed | 15 | Platform was unable to dial the callback number | Evicted system |
