All the conversation tasks end with some result. Results are categorizations of tasks based on task types and conversation flow through workflow activities, customer and agent actions. The goal of this categorization is to distinguish results of the conversation, which are important for business.

Results are divided into:

  • Agent Task Result
  • Task Result
  • Extended Task Result (including additional parameters such as "In SLA, TaskType, Modality")

Agent Task Result


EXEC [Reporting].[usp_GetDataSet] @DataSet = 'AgentTaskResult', @Version = '3.2.1'
SQL

Attribute

Description

AgentTaskResult

Result of agent task

AgentTaskResultGroup

Group by the result

AgentTaskActionGroup

Group by Agent Action

The following is a complete list of members for "Agent task result" dimension

[Reporting].[usp_Dimension_AgentTaskResult_DM_Stable]
SQL

Agent Task Result list

AgentTaskResultIdAgentTaskResultAgentTaskResultGroupAgentTaskActionGroup
101Service Task AcceptedHandledAccepted
102Service Task TransferredHandledTransferred
103Transferred Service Task AcceptedHandledAccepted
104Transferred Service Task TransferredHandledTransferred
105StandbyDuty AcceptedHandledAccepted
106ConvAs Task AcceptedHandledAccepted
107ConvAs Task TransferredHandledTransferred
111Service Task DeclinedNotHandledDeclined
112Service Task Not AcceptedNotHandledMissed
113Service Task Customer AbandonedNotHandledCustomerAbandoned
114Transferred Service Task Not AcceptedNotHandledMissed
115StandbyDuty Not AcceptedNotHandledMissed
116ConvAs Task Not AcceptedNotHandledMissed
117ConvAs Target UnobtainableNotHandledTargetUnobtainable
119Service Task ForwardedNotHandledForwarded
121Service Email Handled Without ActionHandledAccepted
122Service Email RepliedHandledAccepted
123Service Email TransferredHandledTransferred
124Service Email StandbyHandledAccepted
131Service Email DeclinedNotHandledDeclined
132Service Email Not AcceptedNotHandledMissed
133Service Email Target UnobtainableNotHandledTargetUnobtainable
136Service Task Canceled By TimeoutNotHandledSystemCanceled
141Direct Inbound AcceptedHandledAccepted
142Direct Inbound TransferredHandledTransferred
143Direct Internal Initiated Accepted (source)HandledAccepted
144Direct Internal Accepted (target)HandledAccepted
145Direct Internal TransferredHandledTransferred
146Direct Outbound AcceptedHandledAccepted
147Direct Outbound TransferredHandledTransferred
151Direct Inbound Not AcceptedNotHandledMissed
152Direct Inbound ForwardedNotHandledForwarded
153Direct Internal Initiated Not Accepted (source)NotHandledMissed
154Direct Internal Not Accepted (target)NotHandledMissed
155Direct Internal ForwardedNotHandledMissed
156Direct Outbound Not AcceptedNotHandledMissed
157Direct Outbound Target Unobtainable NotHandledTargetUnobtainable
158Direct Inbound Target AbandonedNotHandledCustomerAbandoned

(info) Some agent task results are possible only for the specific task types.

Service Task - Inbound

ID

Task Result

Description

101

Service Task Accepted

Agent accepted the conversation pop-up of the customer.

102

Service Task Transferred

Agent transferred the conversation in SfB client and another agent accepted the transfer.
Note: When agent transferred the conversation in SfB client, but another agent did not accept the transfer, the session agent gets Service Task Accepted task result

103

Transferred Service Task Accepted

Agent accepted the transferred by another agent via SfB client conversation.

104

Transferred Service Task Transferred

Agent accepted the transferred by another agent via SfB client conversation and transferred it further to one more agent.

105

StandbyDuty Accepted

Agent accepted StandbyDuty call pop-up and entered DTMF.

111

Service Task Declined

Agent received the Task pop-up (toast) and clicked the 'Ignore' button.

112

Service Task Not Accepted

Agent did not react on the Task pop-up (toast).

113

Service Task Customer Abandoned

Customer Abandoned in case the customer hangs-up before the Agent can accept the task.

114

Transferred Service Task Not Accepted

Agent received the Task pop-up and did not accept the Task pop-up during the configured period.

115

StandbyDuty Not Accepted

E.g. Agent accepts call pop-up, Agent enters incorrect expected dtmf (wf used the same way as no agent answered). E.g. Agent accepts call pop-up, Agent enters nothing. E.g. Agent accepts call pop-up, Agent hangs up. E.g. Agent did not accept call pop-up. E.g. Agent declined call pop-up. E.g. Customer hangs up before agent accepts. E.g. Customer hangs up after agent accepts before agent enters correct dtmf.

Service Task - Outbound and Callback

ID

Task Result

Description

101

Service Task Accepted

Agent accepted AO of the task.
E.g. Agent accepts IM, Agent accepts the AO, Agent hangs up while customer sees pop-up
E.g. Agent accepts IM, Agent accepts the AO, Customer clicks 'Ignore' button E.g. Agent accepts IM, Agent accepts the AO, Customer does not accept the AO (all the times until maximum retries are reached) E.g. Agent accepts IM, Agent accepts the AO, Customer chooses DND E.g. Agent accepts IM, Agent accepts the AO, Customer was in DND E.g. Agent accepts IM, Agent accepts the AO, Customer accepts the AO

102

Service Task Transferred

Agent transferred the conversation in SfB client and another agent accepted the transfer.
Note: When agent transferred the conversation in SfB client, but another agent did not accept the transfer, the session agent gets Service Task Accepted task result

103

Transferred Service Task Accepted

Agent accepted the transferred by another agent (target) via SfB client conversation.

104

Transferred Service Task Transferred

Agent accepted the transferred by another agent via SfB client conversation and transferred it further to one more agent (target).

111

Service Task Declined

Agent received the Task pop-up (toast) and clicked the 'Ignore' button.
E.g. Agent clicks 'Ignore' button on IM pop up.
E.g. Agent chooses DND during IM pop up.
(warning)Known issue: A Service Outbound Task is declined only in the case, when agent receives the IM-Task pop-up (toast) and clicks the 'Ignore' button. We suppose that this task result will be assigned also to declined AO after the BE fix. Not fixed in 3.0 so "Service Task Not Accepted" will be displayed for this result for 3.0

112

Service Task Not Accepted

Agent did not accept or react on the dial out attempt to reach the target
E.g. Agent does not accept the Chat
E.g. Agent accepts IM, Agent clicks 'Ignore' button on AO
E.g. Agent accepts IM, Agent does not accept the AO E.g. Agent accepts IM, Agent closes conversation window before the ringing E.g. Agent accepts IM, Agent closes conversation window during the ringing E.g. Agent accepts IM, Agent chooses DND during the ringing E.g. Agent accepts IM, Agent loges out during the ringing E.g. Agent accepts IM, Agent chooses 'Reply by IM'

114

Transferred Service Task Not Accepted

Agent did not accept the Task pop-up (toast) during the configured time period

Service Task - Conversation As

ID

Task Result

Description

106

ConvAs Task Accepted

Customer accepted the task

107

ConvAs Task Transferred

Agent transferred the task to another agent and agent accepted the task

116

ConvAs Task Not Accepted

Customer did not accept the task

Service Task - Email

ID

Task Result

Description

122

Service Email Replied

Agent replied to an email within the Mail Manager application
E.g. Service Email Replied to the sender E.g. Service Email Replied to another service email address E.g. Service Email Replied to the same service email address E.g. Service Email Replied to external person E.g. Service Email Replied to a wrong target E.g. Service Email is in Standby and no additional email is sent to customer E.g. Service Email is in Standby and an additional email is sent to customer E.g. Service Email is replied after Standby

121

Service Email Handled Without Action

Agent pressed the Handled button in the Mail Manager application
E.g. Service Email Replied to another agent E.g. Agent clicked 'Handled' button

123

Service Email Transferred

Agent forwarded an email within the Mail Manager application
E.g. Service Email Forwarded to the sender E.g. Service Email Forwarded to another agent E.g. Service Email Forwarded to another service

131

Service Email Declined

Agent received the IM-Task pop-up (toast) and clicked the 'Ignore' button

132

Service Email Not Accepted

Agent did not accept the IM-Task pop-up (toast) during the configured time period

Service Task - External

ID

Task Result

Description

101

Service Task Accepted

For the calls with the following flows:
Task in queue -> Agent proposed -> Connection Established -> Terminated (success)
Task in queue -> Agent proposed -> Connection Established -> Terminated by Timeout
Task in queue -> Agent proposed -> Rona -> another agent proposed -> Connection Established -> Terminated (success)

112

Service Task Not Accepted

For the calls with the following flows:
Agent proposed -> Agent RONA
Agent proposed -> Agent Declined Task

136

Service Task Canceled By Timeout

For the calls with the following flows:
Task in queue -> Agent proposed -> Terminated by Timeout
Task in queue -> Terminated by Timeout

Inbound Direct Tasks

ID

Task Result

Description

141

Direct Inbound Accepted

Agent accepted the conversation pop-up of the customer.

151

Direct Inbound Not Accepted

Agent did not accept the conversation pop-up of the customer.
E.g. Agent not accepted E.g. Agent declined E.g. Agent is in DND before the ringing

Outbound Direct Tasks

ID

Task Result

Description

146

Direct Outbound Accepted

Customer accepted the conversation of the agent.

156

Direct Outbound Not Accepted

Customer did not accept the conversation of the agent.
E.g. Customer not accepted E.g. Customer declined E.g. Wrong target E.g. Customer is in DND before the ringing

Internal Direct Tasks

ID

Task Result

Description

143

Direct Internal Initiated Accepted (source)

Agent1 initiated the conversation with another agent2 and agent2 accepted the conversation.

144

Direct Internal Accepted (target)

Agent2 accepted the conversation to him initiated by agent1.

153

Direct Internal Initiated Not Accepted (source)

Agent1 initiated the conversation with another agent2 and agent2 did not accept the conversation.

154

Direct Internal Not Accepted (target)

Agent2 did not accept the conversation to him initiated by agent1.

Task Result


EXEC [Reporting].[usp_GetDataSet] @DataSet = 'TaskResult', @Version = '3.2.1'
SQL

Attribute

Description

TaskResult

Result of task

TaskResultGroup

Grouping of task results
HandledByUser
HandledByMachine
CustomerHangup
NotHandled

IsHandled

Flag indication that this task result should be assumed as Handled

Task Result members

Full list of members for Task Result dimension is presented in following table.

TaskResultId

Transcript

IsHandled

Category

TaskResultGroup

0

Unknown

0

NULL

NULL

1

Agent Accepted

1

UserAction

HandledByUser

2

Agent StandbyDuty Accepted

1

UserAction

HandledByUser

6

Agent Internal Transfer Success

1

UserAction

HandledByUser

7

Agent External Transfer Success

1

UserAction

HandledByUser

11

Workflow Internal Transfer Success

1

SystemAction

HandledByMachine

12

Workflow External Transfer Success

1

SystemAction

HandledByMachine

13

Workflow Callback Schedule Success

1

SystemAction

HandledByMachine

14

Workflow Conversation Recording

1

SystemAction

HandledByMachine

15

Workflow Handled Activity

1

SystemAction

HandledByMachine

21

Customer Hang-up In Queue

0

TargetAction

CustomerHangup

22

Customer Hang-up In IVR

0

TargetAction

CustomerHangup

23

Customer Hang-up Before Accept

0

TargetAction

CustomerHangup

33

Workflow Decline

0

SystemAction

NotHandled

35

StandbyDuty No Agent Accepted

0

SystemAction

NotHandled

36

Workflow Disconnect After Queue

0

SystemAction

NotHandled

41

Workflow Internal Transfer Failed

0

Failed

NotHandled

42

Workflow External Transfer Failed

0

Failed

NotHandled

45

Target Unobtainable

0

Failed

NotHandled

71

Direct Inbound Agent Accepted

1

UserAction

HandledByUser

73

Direct Internal Agent Accepted

1

UserAction

HandledByUser

75

Direct Outbound Target Accepted

1

UserAction

HandledByUser

81

Direct Inbound Agent Not Accepted

0

UserAction

NotHandled

83

Direct Internal Agent Not Accepted

0

UserAction

NotHandled

85

Direct Outbound Target Not Accepted

0

UserAction

NotHandled


TaskResultId

Transcript

IsHandled

Category

TaskResultGroup

5

Supervisor Canceled

1

UserAction

NotHandled

8

Target Accepted

1

UserAction

HandledByUser

13

Workflow Callback Schedule Success

1

SystemAction

HandledByMachine

31

Target Not Reachable

0

SystemAction

NotHandled

32

MaxQueueTime Reached

0

SystemAction

NotHandled

45

Target Unobtainable

0

Failed

NotHandled

51

Agent Email Handled Without Action

1

UserAction

HandledByUser

52

Agent Email Replied

1

UserAction

HandledByUser

53

Agent Email Forwarded

1

UserAction

HandledByUser

61

Email Not Processed

0

Failed

NotHandled

65

Canceled By External System

0

SystemAction

NotHandled

66

Canceled By Timeout

0

Failed

NotHandled

(info) Note: If more than one activity (e.g. Conversation Recording) is involved in the same session, the last involved activity will be relevant for setting the final Service Task Result

Inbound Service

Task Result

Description

1 Agent Accepted

Agent answered the conversation

2 Agent StandbyDuty Accepted

Agent answered the standby duty conversation

6 Agent Internal Transfer Success

Agent answered the conversation and made a transfer to an internal target (agent sip or service sip) and conversation is accepted by agent or service
Note: when conversation is not accepted by agent or service, session gets 'Agent Accepted' task result

7 Agent External Transfer Success

Agent answered the conversation and made a transfer to an external target and conversation is accepted by external
Note: when conversation is not accepted by external, session gets 'Agent Accepted' task result

11 Workflow Internal Transfer Success

The workflow activity 'Virtual Transfer', 'Blind Transfer' or 'Forward' to an internal target (agent sip or service sip) is proceeded

12 Workflow External Transfer Success

The workflow activity 'Virtual Transfer', 'Blind Transfer' or 'Forward' to an external target is proceeded

14 Workflow Conversation Recording

The workflow activity 'Conversation Recording' is proceeded

15 Workflow Handled Activity

The workflow activity 'Handled' is proceeded.
Note: The 'Workflow Handled Activity' task result and overrules other task results

23 Customer Hang-up Before Accept

Customer hanged up before the system accepts the conversation

22 Customer Hang-up In IVR

Customer hanged up during the IVR

21 Customer Hang-up In Queue

Customer hanged up during the queue

33 Workflow Decline

The workflow activity 'Decline' is proceeded

36 Workflow Disconnect After Queue

Workflow activity 'Disconnect Call' is used after the queue and max connection retries or max wait time is reached

35 StandbyDuty No Agent Accepted

No agent answered the standby duty conversation

41 Workflow Internal Transfer Failed

The workflow activity 'Virtual Transfer', 'Blind Transfer' or 'Forward' to an internal target (agent sip or service sip) is used, but transfer target cannot be reached because of any reason.
E.g. The transfer target cannot be reached because of wrong target, target service is inactive, accept workflow activity is disabled, service is set to outbound only, etc.)

42 Workflow External Transfer Failed

The workflow activity 'Virtual Transfer', 'Blind Transfer' or 'Forward' to an external target is used, but transfer target cannot be reached because of any reason.



Task Result

Description

13 Workflow Callback Schedule Success

The workflow activity 'Create Callback Request' is proceeded

Outbound Service

Task Result

Description

8 Target Accepted

Target (customer) accepted an outbound conversation

6 Agent Internal Transfer Success

Agent made a transfer to an internal target (agent sip or service sip) and conversation is accepted by agent or service

7 Agent External Transfer Success

Agent made a transfer to an external target and conversation is accepted by external

31 Target Not Reachable

Target (customer) could not be reached or did not accept

5 Supervisor Canceled

Supervisor cancelled outbound conversation in cmd

32 MaxQueueTime Reached

Agent did not accept the AO of the conversation

Callback

Task Result

Description

1 Agent Accepted

Agent accepted AO of the conversation and dialing to the customer is started

8 Target Accepted

Target (customer) accepted a callback conversation

6 Agent Internal Transfer Success

Agent made a transfer to an internal target (agent sip or service sip) and conversation is accepted by agent or service

7 Agent External Transfer Success

Agent made a transfer to an external target and conversation is accepted by external

31 Target Not Reachable

Target (customer) could not be reached or did not accept

32 MaxQueueTime Reached

Agent did not accept the AO of the conversation

Conversation As

Task Result

Description

8 Target Accepted

Target (customer) accepted a conversation as

6 Agent Internal Transfer Success

Agent made a transfer to an internal target (agent sip or service sip) and conversation is accepted by agent or service

7 Agent External Transfer Success

Agent made a transfer to an external target and conversation is accepted by external

31 Target Not Reachable

Target (customer) could not be reached or did not accept

Email

Task Result

Description

52 Agent Email Replied

Agent replied the email in the Mail Manager application
E.g. Service Email Replied to the sender E.g. Service Email Replied to another service email address E.g. Service Email Replied to the same service email address E.g. Service Email Replied to external person E.g. Service Email Replied to a wrong target E.g. Service Email is in Standby and no additional email is sent to customer E.g. Service Email is in Standby and an additional email is sent to customer E.g. Service Email is replied after Standby

51 Agent Email Handled Without Action

Agent presses the Handled button in the Mail Manager application
E.g. Service Email Replied to another agent E.g. Agent clicked 'Handled' button

53 Agent Email Forwarded

Agent forwards an email within the Mail Manager application
E.g. Service Email Forwarded to the sender E.g. Service Email Forwarded to another agent E.g. Service Email Forwarded to another service

61 Email Not Processed

Some failure occurred during the email task.
Now it is used for cases when 1,2,3 are not applicable and reproduces on customer DBs

External Blocking and External Non-Blocking

Task Result

Description

1 Agent Accepted

For the calls with the following flows:
Task in queue -> Agent proposed -> Connection Established -> Terminated (success)
Task in queue -> Agent proposed -> Connection Established -> Terminated by Timeout
Task in queue -> Agent proposed -> Rona -> another agent proposed -> Connection Established -> Terminated (success)

65 Canceled By External System

For the calls with the following flows:
Task in queue -> Agent proposed -> Cancel Task (By external System)
Task in queue -> Cancelled by External
Task in queue -> Agent proposed -> Rona -> another agent proposed -> Terminated (success)

66 Canceled By Timeout

For the calls with the following flows:
Task in queue -> Agent proposed -> Terminated by Timeout
Task in queue -> Terminated by Timeout

Inbound Direct

Task Result

Description

71 Direct Inbound Agent Accepted

Agent accepted the conversation pop-up of the customer.

81 Direct Inbound Agent Not Accepted

Agent did not accept the conversation pop-up of the customer.
E.g. Agent not accepted E.g. Agent declined E.g. Agent is in DND before the ringing

Outbound Direct

Task Result

Description

75 Direct Outbound Target Accepted

Customer accepted the conversation of the agent.

85 Direct Outbound Target Not Accepted

Customer did not accept the conversation of the agent.
E.g. Customer not accepted E.g. Customer declined E.g. Wrong target E.g. Customer is in DND before the ringing

Internal Direct

Task Result

Description

73 Direct Internal Agent Accepted

Agents were connected

83 Direct Internal Agent Not Accepted

Agents were not connected

Extended Task Result

Extended task result is based on combination of

  • Task Result
  • Primary Modality
  • TaskType
  • IsInSla

Lines marked with (info) below are applicable to LUCS / Stratus Agent only

TaskTypeModalityTaskResultIsInSla (info)TaskResultExtended

Inbound Service

AO

Agent Accepted

1

Agent Accepted Call SLA

Inbound Service

IM

Agent Accepted

1

Agent Accepted Chat SLA

Inbound Service

AV

Agent Accepted

1

Agent Accepted Video SLA

Inbound Service

AO

Agent Accepted

0

Agent Accepted Call NSLA

Inbound Service

IM

Agent Accepted

0

Agent Accepted Chat NSLA

Inbound Service

AV

Agent Accepted

0

Agent Accepted Video NSLA

Inbound Service

NULL

Agent StandbyDuty Accepted

NULL

Agent StandbyDuty Accepted

Inbound Service

AO

Agent Internal Transfer Success

NULL

Agent Internal Transfer Call

Inbound Service

IM

Agent Internal Transfer Success

NULL

Agent Internal Transfer Chat

Inbound Service

AV

Agent Internal Transfer Success

NULL

Agent Internal Transfer Video

Inbound Service

AO

Agent External Transfer Success

NULL

Agent External Transfer Call

Inbound Service

IM

Agent External Transfer Success

NULL

Agent External Transfer Chat

Inbound Service

AV

Agent External Transfer Success

NULL

Agent External Transfer Video

(info)Email

NULL

Agent Email Replied

NULL

Agent Email Replied

(info)Email

NULL

Agent Email Handled Without Action

NULL

Agent Email Handled Without Action

(info)Email

NULL

Agent Email Forwarded

NULL

Agent Email Forwarded

Unknown

NULL

Agent Accepted

NULL

Agent Accepted

Inbound Service

AO

Workflow Internal Transfer Success

NULL

Workflow Internal Transfer Call

Inbound Service

IM

Workflow Internal Transfer Success

NULL

Workflow Internal Transfer Chat

Inbound Service

AV

Workflow Internal Transfer Success

NULL

Workflow Internal Transfer Video

(info)Inbound Service

AO

Workflow External Transfer Success

NULL

Workflow External Transfer Call

(info)Inbound Service

IM

Workflow External Transfer Success

NULL

Workflow External Transfer Chat

(info)Inbound Service

AV

Workflow External Transfer Success

NULL

Workflow External Transfer Video

Inbound Service

AO

Workflow Callback Schedule Success

NULL

Workflow Callback Call

Inbound Service

IM

Workflow Callback Schedule Success

NULL

Workflow Callback Chat

Inbound Service

AV

Workflow Callback Schedule Success

NULL

Workflow Callback Video

Inbound Service

AO

Workflow Conversation Recording

NULL

Workflow Conversation Recording Call

Inbound Service

IM

Workflow Conversation Recording

NULL

Workflow Conversation Recording Chat

Inbound Service

AV

Workflow Conversation Recording

NULL

Workflow Conversation Recording Video

Inbound Service

AO

Workflow Handled Activity

NULL

Workflow Handled Activity Call

Inbound Service

IM

Workflow Handled Activity

NULL

Workflow Handled Activity Chat

Inbound Service

AV

Workflow Handled Activity

NULL

Workflow Handled Activity Video

Inbound Service

AO

Customer Hang-up Before Accept

NULL

Customer Hang-up Before Accept Call

Inbound Service

IM

Customer Hang-up Before Accept

NULL

Customer Hang-up Before Accept Chat

Inbound Service

AV

Customer Hang-up Before Accept

NULL

Customer Hang-up Before Accept Video

Inbound Service

AO

Customer Hang-up In IVR

NULL

Customer Hang-up In IVR Call

Inbound Service

IM

Customer Hang-up In IVR

NULL

Customer Hang-up In IVR Chat

Inbound Service

AV

Customer Hang-up In IVR

NULL

Customer Hang-up In IVR Video

Inbound Service

AO

Customer Hang-up In Queue

1

Customer Hang-up In Queue Call SLA

Inbound Service

IM

Customer Hang-up In Queue

1

Customer Hang-up In Queue Chat SLA

Inbound Service

AV

Customer Hang-up In Queue

1

Customer Hang-up In Queue Video SLA

Inbound Service

AO

Customer Hang-up In Queue

0

Customer Hang-up In Queue Call NSLA

Inbound Service

IM

Customer Hang-up In Queue

0

Customer Hang-up In Queue Chat NSLA

Inbound Service

AV

Customer Hang-up In Queue

0

Customer Hang-up In Queue Video NSLA

Inbound Service

AO

Workflow Decline

NULL

Workflow Decline Call

Inbound Service

IM

Workflow Decline

NULL

Workflow Decline Chat

Inbound Service

AV

Workflow Decline

NULL

Workflow Decline Video

Inbound Service

AO

Workflow Disconnect After Queue

NULL

Workflow Disconnect After Queue Call

Inbound Service

IM

Workflow Disconnect After Queue

NULL

Workflow Disconnect After Queue Chat

Inbound Service

AV

Workflow Disconnect After Queue

NULL

Workflow Disconnect After Queue Video

Inbound Service

AO

StandbyDuty No Agent Accepted

NULL

StandbyDuty No Agent Accepted Call

Inbound Service

IM

StandbyDuty No Agent Accepted

NULL

StandbyDuty No Agent Accepted Chat

Inbound Service

AV

StandbyDuty No Agent Accepted

NULL

StandbyDuty No Agent Accepted Video

Inbound Service

AO

Workflow Internal Transfer Failed

NULL

Workflow Internal Transfer Failed Call

Inbound Service

IM

Workflow Internal Transfer Failed

NULL

Workflow Internal Transfer Failed Chat

Inbound Service

AV

Workflow Internal Transfer Failed

NULL

Workflow Internal Transfer Failed Video

Inbound Service

AO

Workflow External Transfer Failed

NULL

Workflow External Transfer Failed Call

Inbound Service

IM

Workflow External Transfer Failed

NULL

Workflow External Transfer Failed Chat

Inbound Service

AV

Workflow External Transfer Failed

NULL

Workflow External Transfer Failed Video

(info)Email

NULL

Email Not Processed

NULL

Email Not Processed

Unknown

NULL

Canceled By External System

NULL

Canceled By External System

Unknown

NULL

Canceled By Timeout

NULL

Canceled By Timeout

Outbound Service

AO

Agent Accepted

NULL

Agent Accepted Call

Outbound Service

IM

Agent Accepted

NULL

Agent Accepted Chat

Outbound Service

AV

Agent Accepted

NULL

Agent Accepted Video

Outbound Service

AO

Target Accepted

NULL

Target Accepted Call

Outbound Service

IM

Target Accepted

NULL

Target Accepted Chat

Outbound Service

AV

Target Accepted

NULL

Target Accepted Video

Outbound Service

AO

Agent Internal Transfer Success

NULL

Agent Internal Transfer Call

Outbound Service

IM

Agent Internal Transfer Success

NULL

Agent Internal Transfer Chat

Outbound Service

AV

Agent Internal Transfer Success

NULL

Agent Internal Transfer Video

Outbound Service

AO

Agent External Transfer Success

NULL

Agent External Transfer Call

Outbound Service

IM

Agent External Transfer Success

NULL

Agent External Transfer Chat

Outbound Service

AV

Agent External Transfer Success

NULL

Agent External Transfer Video

Outbound Service

AO

Target Not Reachable

NULL

Target Not Reachable Call

Outbound Service

IM

Target Not Reachable

NULL

Target Not Reachable Chat

Outbound Service

AV

Target Not Reachable

NULL

Target Not Reachable Video

Outbound Service

AO

Supervisor Canceled

NULL

Supervisor Canceled Call

Outbound Service

IM

Supervisor Canceled

NULL

Supervisor Canceled Chat

Outbound Service

AV

Supervisor Canceled

NULL

Supervisor Canceled Video

Outbound Service

AO

MaxQueueTime Reached

NULL

MaxQueueTime Reached Call

Outbound Service

IM

MaxQueueTime Reached

NULL

MaxQueueTime Reached Chat

Outbound Service

AV

MaxQueueTime Reached

NULL

MaxQueueTime Reached Video

Inbound Direct

AO

Direct Inbound Agent Accepted

NULL

Direct Inbound Agent Accepted Call

Inbound Direct

IM

Direct Inbound Agent Accepted

NULL

Direct Inbound Agent Accepted Chat

Inbound Direct

AV

Direct Inbound Agent Accepted

NULL

Direct Inbound Agent Accepted Video

Outbound Direct

AO

Direct Outbound Target Accepted

NULL

Direct Outbound Target Accepted Call

Outbound Direct

IM

Direct Outbound Target Accepted

NULL

Direct Outbound Target Accepted Chat

Outbound Direct

AV

Direct Outbound Target Accepted

NULL

Direct Outbound Target Accepted Video

Internal Direct

AO

Direct Internal Agent Accepted

NULL

Direct Internal Agent Accepted Call

Internal Direct

IM

Direct Internal Agent Accepted

NULL

Direct Internal Agent Accepted Chat

Internal Direct

AV

Direct Internal Agent Accepted

NULL

Direct Internal Agent Accepted Video

Inbound Direct

AO

Direct Inbound Agent Not Accepted

NULL

Direct Inbound Agent Not Accepted Call

Inbound Direct

IM

Direct Inbound Agent Not Accepted

NULL

Direct Inbound Agent Not Accepted Chat

Inbound Direct

AV

Direct Inbound Agent Not Accepted

NULL

Direct Inbound Agent Not Accepted Video

Outbound Direct

AO

Direct Outbound Target Not Accepted

NULL

Direct Outbound Target Not Accepted Call

Outbound Direct

IM

Direct Outbound Target Not Accepted

NULL

Direct Outbound Target Not Accepted Chat

Outbound Direct

AV

Direct Outbound Target Not Accepted

NULL

Direct Outbound Target Not Accepted Video

Internal Direct

AO

Direct Internal Agent Not Accepted

NULL

Direct Internal Agent Not Accepted Call

Internal Direct

IM

Direct Internal Agent Not Accepted

NULL

Direct Internal Agent Not Accepted Chat

Internal Direct

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