Below is a comprehensive list of all call dispositions found in the Fuze Data platform.
Call Center Dispositions
|
Disposition Code |
Description |
Definition |
|
ABANDON |
Abandoned |
The caller entered the queue and hung up before their call was answered by an agent, or before waiting longer than the Timeout period. |
|
COMPLETEAGENT |
Answered |
A call was answered by an agent and completed. The call was terminated by the agent. |
|
COMPLETECALLER |
Answered |
A call was answered by an agent and completed. The call was terminated by the caller. |
|
EXITEMPTY |
Queue Empty |
A call enters a queue and there are no agents in the queue. Instead of having the caller wait with no chance of the call being answered, it will bounce the user out of the queue as if it reached the Timeout period. |
|
EXITWITHTIMEOUT |
Exit Timeout |
The caller enters a queue and waits longer than the configured "Timeout Period". The call will continue to be processed depending on the configuration (such as sent to a voicemail box or forwarded to an answering service). |
|
EXITWITHKEY |
Option Out |
The caller enters the queue and presses an option key to leave the queue (such as to dial the operator, or go directly to Voicemail). |
|
TRANSFER |
Transferred |
A call was answered by an agent and then transferred to another extension. |
Definitions Associated with Call Center Reports
|
Term |
Definition |
|
Calls Presented |
A "presented" call is when a queue call rings an agent. Whether the agent answers the call, or if it is returned to the queue, it will still count towards "calls presented". |
|
Short Calls |
The number of calls where the duration is less than 30 seconds. |
|
Bounce Calls |
Depending on the configuration of your queue, it is possible to "bounce" or remove an agent from a queue if they are presented a call and do not answer it. |
|
Ring Time |
The number of seconds a call is presented to an agent before it is answered (or returned to the queue). |
|
Hold Time |
The number of seconds from the time the caller enters the queue to the time the call is answered or abandoned. |
|
SLA |
"Service Level Agreement" - A call is considered within "SLA" if it is answered or abandoned within the configured number of seconds. The default SLA is 30 seconds and can be configured in the Portal on a per queue basis. |
Voice Call Dispositions
|
Disposition Code |
Description |
Definition |
|
ANSWERED |
Answered |
A call was answered by the called party. |
|
NO ANSWER |
No Answer |
A call was not answered by the called party. |
|
BUSY |
Busy |
A busy tone was received by the calling party. |
|
FAILED |
Incomplete |
In most cases this means a call was placed but not was delivered, usually because it did not match a dial pattern (for example an incorrect number was dialed). |
|
Forwarded to ### e.g. Forwarded to TPNEUROPE-m4654 |
Forwarded |
The call was forwarded to either an outside line or another extension. |
|
Transferred In via ### e.g. Transferred In via 6302@thinkingphones |
Transferred In |
The call was transferred by another extension. |
|
Transferred to ### e.g. Transferred to 0763@thinkingphones |
Transferred Out |
The call was transferred to another extension. |
|
Voicemail - ### e.g. Voicemail - 2517@tpneurope |
Voicemail |
The call was placed into a voicemail box. Note: This is only for inbound calls - reaching a voicemail outside of Fuze will have a disposition of "Answered". |
|
Check Voicemail - ### e.g. Check Voicemail - 6035709270@thinkingphones |
Check Voicemail |
The call was to check the Voicemail. Usually this is reached by dialing *123 or pressing the Voicemail button on the phone. |
|
Answered by AA |
Answered by AA |
When a call enters an Auto Attendant and is hung up before reaching a person. |
|
Agent Pause |
Agent Pause |
The agent has dialed a code to pause. |
|
Agent Unpause |
Agent Unpause |
The agent has dialed a code to unpause. |
|
Agent Login |
Agent Login |
The agent has dialed a code to log in. |
|
Agent Logout |
Agent Logout |
The agent has dialed a code to log out. |