Call Results
Busy: This call result is when you are calling a customer and the phone number is busy or he gives you a busy signal or when the customer has blocked your number.
Cancel: This call result for abandoned calls or when the customer is calling outside working hours or if you call a customer and the customer hangs up the call since the customer is not answering.
Lose-race: This call result is when you are using the "Ring All" queue strategy, where the call will ring on all agents. First agent to answer the call, his call result will be answered, while the call result for other agents will be lose-race (As if they lost the race to answer the call first)
Failed: This call result is when having internet/network issues, dialing a number without the full country code, or when you run out of balance.
Timeout: This call result is when you are using the autodialer, where you put a setting in the dialer for the ring time so that if this threshold is reached, then the call will end.
Answered: This call result is when the call is answered by the receiver.
Hangup Causes
Busy: This call result is when you are calling a customer and the phone number is busy or he gives you a busy signal or when the customer has blocked your number.
Cancel: This call result for abandoned calls or when the customer is calling outside working hours or if you call a customer and the customer hangs up the call since the customer is not answering.
Lose-race: This call result is when you are using the "Ring All" queue strategy, where the call will ring on all agents. First agent to answer the call, his call result will be answered, while the call result for other agents will be lose-race (As if they lost the race to answer the call first)
Failed: This call result is when having internet/network issues, dialing a number without the full country code, or when you run out of balance.
Timeout: This call result is when you are using the autodialer, where you put a setting in the dialer for the ring time so that if this threshold is reached, then the call will end.
Answered: This call result is when the call is answered by the receiver.
Hangup Causes
ORIGINATOR_CANCEL: This hangup cause happens when the call is canceled by the caller.
NO_USER_RESPONSE: This cause is used when the person being called doesn’t answer or respond to the call within a set amount of time.
CALL_REJECTED: This cause indicates an outage or an incorrect Caller ID.
NORMAL_CLEARING: This cause indicates that the call is being ended because one of the people on the call has requested to hang up. Normally, the network does not cause this.
USER_BUSY: This cause is used to indicate that the person being called is busy and can’t take another call. It can be triggered by the person or by the network.
RECOVERY_ON_TIMER_EXPIRE: This cause indicates that a timer expired during an error-handling process. It’s often related to network issues.
UNALLOCATED_NUMBER: This cause indicates that the person being called can’t be reached because, while the number is valid, it’s not currently assigned to anyone.
NORMAL_TEMPORARY_FAILURE: This cause indicates a temporary network issue that is expected to be short-term, so the caller can try again soon.