| Description | Status | Reason (Voice) | Reason (Other Channels) |
| For in-progress conversations – while with the Bot | WithBot | ||
| For in-progress conversations – while waiting in the queue | WaitingQueue | <queue-name> | <queue-name> |
| For in-progress conversations – while waiting in the queue, and assigned to an agent. | Assigned | <queue-name> | <queue-name> |
| For in-progress conversations – while actively conversing with an Agent | WithAgent | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – in Idle state | Idle | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – in Expired state | Expired | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – in Overdue state | Overdue | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – Agent working on ACW | ACW | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – on Hold | OnHold | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – on Mute | OnMute | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – on Snooze | OnSnooze | <queue-name>:<agent-name> | |
| For in-progress conversations – when Callback object is created, but Agent has not initiated callback. | Callback Created | ||
| For Outbound, in progress conversation, while dialing the number. | Dialing | ||
| For Outbound, in progress conversation, while the phone is ringing. | Ringing | ||
| For Conversations for which voicemail has been created, but not picked up. | Voicemail | ||
| For Conversations which have been ended, ACW not started, and not Closed on SmartAssist | Ended | <queue-name>:<agent-name> | |
| For Conversations which have been ended, perhaps even ACW done, but feedback awaited | AwaitingFeedback | ||
| When the user ends the call, while with Bot |
Closed at Bot
|
Drop Off
|
Drop Off
|
| When the Bot ends the call, while with Bot | |||
| When the User<->Bot conversation is prematurely closed. | |||
| Reaches Agent: When the user/caller prematurely closes the call while talking with Agent | AbandonedWithAgent | <queue-name>:<agent-name> | |
| Reaches Queue: When the user/caller prematurely closes the call. | AbandonedInQueue | <queue-name> | |
| Reaches Queue: When the conversation enters the queue outside business hours. |
Terminated
|
Out of Business Hours | Out of Business Hours |
| Reaches Queue: When the conversation enters the queue and agents are unavailable. | No Agents Available | No Agents Available | |
| Reaches Queue: When the system terminates the conversation due to a network failure | Network Failure | Network Failure | |
| Reaches Queue: When the system terminates the conversation due to a voice gateway error | Voice Gateway Error | ||
| Reaches Queue: When the system terminates the conversation due to any other error | Others | Others | |
| This is for accommodating transfers to external contact centres. | External Transferred | ||
| Outbound call: No Answer | Closed | No Answer | |
| Outbound call: Busy | Closed | Busy | |
| Outbound call: Declined | Closed | Declined | |
| Outbound call: Failure (all kinds of failures) | Failed | Failure detail | |
| When there is a network failure or provider failure. | Error | Error detail | Error detail |
Status and Mode
Status and Mode
| Description | Status | Reason (Voice) | Reason (Other Channels) |
| For in-progress conversations – while with the Bot | WithBot | ||
| For in-progress conversations – while waiting in the queue | WaitingQueue | <queue-name> | <queue-name> |
| For in-progress conversations – while waiting in the queue, and assigned to an agent. | Assigned | <queue-name> | <queue-name> |
| For in-progress conversations – while actively conversing with an Agent | WithAgent | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – in Idle state | Idle | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – in Expired state | Expired | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – in Overdue state | Overdue | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – Agent working on ACW | ACW | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – on Hold | OnHold | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – on Mute | OnMute | <queue-name>:<agent-name> | <queue-name>:<agent-name> |
| For in-progress conversations – on Snooze | OnSnooze | <queue-name>:<agent-name> | |
| For in-progress conversations – when Callback object is created, but Agent has not initiated callback. | Callback Created | ||
| For Outbound, in progress conversation, while dialing the number. | Dialing | ||
| For Outbound, in progress conversation, while the phone is ringing. | Ringing | ||
| For Conversations for which voicemail has been created, but not picked up. | Voicemail | ||
| For Conversations which have been ended, ACW not started, and not Closed on SmartAssist | Ended | <queue-name>:<agent-name> | |
| For Conversations which have been ended, perhaps even ACW done, but feedback awaited | AwaitingFeedback | ||
| When the user ends the call, while with Bot |
Closed at Bot
|
Drop Off
|
Drop Off
|
| When the Bot ends the call, while with Bot | |||
| When the User<->Bot conversation is prematurely closed. | |||
| Reaches Agent: When the user/caller prematurely closes the call while talking with Agent | AbandonedWithAgent | <queue-name>:<agent-name> | |
| Reaches Queue: When the user/caller prematurely closes the call. | AbandonedInQueue | <queue-name> | |
| Reaches Queue: When the conversation enters the queue outside business hours. |
Terminated
|
Out of Business Hours | Out of Business Hours |
| Reaches Queue: When the conversation enters the queue and agents are unavailable. | No Agents Available | No Agents Available | |
| Reaches Queue: When the system terminates the conversation due to a network failure | Network Failure | Network Failure | |
| Reaches Queue: When the system terminates the conversation due to a voice gateway error | Voice Gateway Error | ||
| Reaches Queue: When the system terminates the conversation due to any other error | Others | Others | |
| This is for accommodating transfers to external contact centres. | External Transferred | ||
| Outbound call: No Answer | Closed | No Answer | |
| Outbound call: Busy | Closed | Busy | |
| Outbound call: Declined | Closed | Declined | |
| Outbound call: Failure (all kinds of failures) | Failed | Failure detail | |
| When there is a network failure or provider failure. | Error | Error detail | Error detail |