Call Reporting Object

UUID 📊

Channel

From/To

N/A

The unique UUID that identifies the channel for the From or To party. The channel is the link between the phone and the soft switch. An example UUID looks like 19a62507-c760-4ba7-9fcf-93142ffdbb96.

Conversation Instance 📊

Conversation

From/To

N/A

For the given call, the instance of the conversation for the specified From or To party. A value of 1 is the first conversation, incrementing for each new conversation the party has. See the Transfers section for more detail.

Conversation Count 📊

Channel

From/To

N/A

For the given call, how many conversations the specified From or To party had whilst the call was active. See the Transfers section for more detail.

Call Category

Channel

From/To

N/A

A code describing how the channel originated and terminated. See Call Category Codes below for the full list of values.

Call Direction 📊

Conversation

N/A

N/A

The direction of the call in the context of External (numbers not owned by the business) and Internal (numbers owned by the business). See Call Direction values below.

Call Type 📊

Conversation

Only From

N/A

How the call was handled from the perspective of the From party (normally the caller). See Call Type values below.

Call Type Report

Conversation

Only From

N/A

A text-based version of Call Type. Call Type is a picklist which can be tricky in certain formulas, so this field is provided as a text field.

Component Start DN

Conversation

From/To

From

An internal identifier showing which policy component the call started routing on, in the format number@component. For example, 442035100999@ModNumber_Public indicates the number 442035100999 was dialled and initially routed on the ModNumber_Public component.

Component Start Name 📊

Conversation

From/To

From

The start name of the component the call routed on within a policy, as configured in Routing Policies. The To channel usually has no Component_Start_Name, as it is not routed via a policy, unless it was transferred and subsequently routed via a policy.

Hangup Cause

Channel

From/To

N/A

The reason the channel hung up, applied at channel level (the same across all conversations for that channel, even after transfers). See Hangup Cause values below.

Hangup Initiator 📊

Conversation

From/To

N/A

Which party ended (hung up) the call. Transfer-aware, so the value follows the correct leg after a transfer. Available from Natterbox App v1.375 and above, and applies to all calls. See Hangup Initiator values below.

Instance

Conversation

From/To

N/A

The same concept as Conversation Instance, except the index starts at 0 rather than 1.

Policy Start Id

Conversation

From/To

From

The internal Natterbox Policy Id that the call is initially routed on.

Policy Start Name 📊

Conversation

From/To

From

The name of the Routing Policy (as configured by the Salesforce Administrator) that the call is initially routed on. The To channel usually has no Policy Start Name unless it was transferred and subsequently routed via a policy.

Routing Policy 📊

Conversation

From/To

From

A link to the Salesforce Routing Policy object for the policy this conversation instance initially routed on. The To channel usually has no link unless it was transferred and subsequently routed via a policy.

Archive Policy Id

Conversation

From/To

From

The ID of the archiving policy applied to the channel, i.e. the policy (configured in the Record and Analyse app) that determines where the call recording is stored and its retention.

Archive Personal Policy Id

Conversation

From/To

N/A

-

Account 📊

Channel

A link to the Salesforce Account object, matched automatically using the number of the external caller/called party.

Case 📊

Channel

A link to the Salesforce Case object, matched automatically using the number of the external caller/called party.

Contact 📊

Channel

A link to the Salesforce Contact object, matched automatically using the number of the external caller/called party.

Lead 📊

Channel

A link to the Salesforce Lead object, matched automatically using the number of the external caller/called party.

Opportunity 📊

Channel

A link to the Salesforce Opportunity object, matched automatically using the number of the external caller/called party.

Other Account

Channel

A link to an Account object for the other party in the call. See the note below on how Other fields are populated.

Other Case

Channel

A link to a Case object for the other party in the call. See the note below on how Other fields are populated.

Other Contact

Channel

A link to a Contact object for the other party in the call. See the note below on how Other fields are populated.

Other Lead

Channel

A link to a Lead object for the other party in the call. See the note below on how Other fields are populated.

Other Opportunity

Channel

A link to an Opportunity object for the other party in the call. See the note below on how Other fields are populated.

Solid Call

Conversation

N/A

N/A

Set to True when Time Talking is greater than the From Solid Threshold. Use Solid Call as an indicator of a genuine conversation rather than a brief interaction (but it is purely a time based metric and is not aware of the transcription of the conversation).

Solid Threshold

Conversation

From/To

From

The solid call threshold for this conversation, in seconds. Defaults to 120 seconds and can be overridden in the call routing policies (call queue app).

This threshold is also used to determine calls that are marked as Solid Calls on the Wallboard.

Recording 📊

Conversation

From/To

From

This field is a play button that provides a direct link to listen/download a call recording. If the button is red, the call was recorded AND you have the permissions to listen to it. If the button is grey, the call was either not recorded OR you don’t have the permissions to listen to it. See here for recording permissions.

Recording URL

Conversation

From/To

From

This is the URL version of the Recording field. It is better to add the other field to a report because this is a long URL.

PCI Session Initiated

Conversation

N/A

N/A

This is a checkbox field that populates TRUE when a PCI session is initiated on a call.

ECIVoiceCallId

Channel

N/A

N/A

A field to hold a VoiceCall Id for the ECI integration. This isn't tied to SCV. This is a text field not a lookup.

Error Log

Conversation

N/A

N/A

A lookup to the error log object for an error log related to the call reporting record.

Related Call Reporting 📊

Channel

N/A

N/A

A lookup to the call reporting record for the first leg in the transfer. This only populates if the Transferred Calls for Reporting Scheduled Job is running and only carries onto the next leg. Custom formulas are needed to group all transferred legs together.

Task

Channel

N/A

N/A

When a wrap-up is saved, a task is created that is related to the

Wrap-Up Code 0

Channel

N/A

N/A

This is a number field that reports on the unique number given to each primary wrap-up code in the NBCCC. Not useful for reporting.

Wrap-Up Code 1

Channel

N/A

N/A

This is a number field that reports on the unique number given to each secondary wrap-up code in the NBCCC. Not useful for reporting.

Wrap-Up Label 0 📊

Channel

N/A

N/A

This is a Text(255) field and reports on the primary wrap-up code value when a Natterbox user completes wrap-up after a call.

Wrap-Up Label 1 📊

Channel

N/A

N/A

This is a Text(255) field and reports on the secondary wrap-up code value when a Natterbox user completes wrap-up after a call.  If this field is blank but Wrap-Up Label 0 is populated, you might not be using secondary wrap-up codes.

Wrap-Up String 0

Channel

N/A

N/A

This is a Text(100) field and reports on the primary wrap-up code value when a Natterbox user completes wrap-up after a call. We recommend using the Wrap-Label 0 instead so that the value is not truncated.

Wrap-Up String 1

Channel

N/A

N/A

This is a Text(100) field and reports on the secondary wrap-up code value when a Natterbox user completes wrap-up after a call. We recommend using the Wrap-Label 1 instead so that the value is not truncated.

Wrap-Up Duration

Channel

N/A

N/A

This field reports on the time that a Natterbox user (with a Freedom licence) spends with the wrap-up screen open. This can be longer than the allocated wrap-up time in the call queue because users can return to draft wrap-ups later.

Natterbox User 📊

Channel

From/To

N/A

A lookup to the Natterbox User object, relating the From or To party to their user record. Empty if the call originated inbound from a caller with no user account.

Natterbox User Id

Channel

From/To

N/A

The unique ID identifying the Natterbox User on the Natterbox platform for the relevant From or To party.

Device Id

Channel

From/To

N/A

The unique ID identifying the Natterbox Device (for example, Softphone, WebPhone, DeskPhone) on the Natterbox platform for the relevant From or To party.

Dialled Number 📊

Conversation

Only From

From

The number dialled by the From channel, for example, 0158212345678 as entered on the phone. This field is not normalised and shows exactly what the user entered. For inbound calls from external callers, it holds the DID number routed by the carrier (typically a number in the Numbers object).

Group 📊

Channel

From/To

N/A

A link to the Natterbox Group object identifying the From or To party's primary group. Only applies to From or To parties who are internal users with a Natterbox User Id.

Number 📊

Conversation

From/To

N/A

The number belonging to the device or calling/called party. For a caller channel (a call initiated towards the Natterbox system), this is typically the caller's PSTN number for external inbound calls, or the SIP device extension number for internal users on SIP devices. For a called channel (a call initiated from the system to a phone), this is always the number that is dialled.

SF User 📊

Channel

From/To

N/A

A link from the From or To channel to the Salesforce User object it belongs to. Once created, the link is static regardless of how many conversations the channel is involved in, the channel cannot be reassigned to a new user. Empty if the channel does not belong to a user (i.e. a Salesforce User did not make or receive the call).

Channel Start Time 📊

Channel

From/To

N/A

The time the physical channel is initiated, regardless of how many times the call is transferred.

Channel Answer Time 📊

Channel

From/To

N/A

The time the physical channel is answered, regardless of how many times the call is transferred.

Channel End Time 📊

Channel

From/To

N/A

The time the physical channel is ended (hung up), regardless of how many times the call is transferred.

Channel Duration 📊

Channel

From/To

N/A

The duration of the physical channel in seconds, from answer to hang up. If the channel is not answered, the duration is 0.

Conversation Start Time 📊

Conversation

N/A

N/A

The time the From channel first makes contact with the soft switch when From Conversation Instance equals 1. If From Conversation Instance is greater than 1, this is typically the same as the Conversation Bridge Time.

Conversation Answer Time 📊

Conversation

N/A

N/A

The time the From channel is answered for this conversation. When From ConversationInstance equals 1 (the initial call into the platform), this is when the From channel is answered by an IVR or the dialled device. If greater than 1, it is normally the same as the Conversation Bridge Time.

Conversation Bridge Time 📊

Conversation

N/A

N/A

The time the From and To channels are bridged together to form a conversation. The From channel may have been answered earlier, for example, an inbound call answered by an IVR, then routed to a call queue and answered by an agent (the To leg) becomes the Conversation_Bridge_Time.

Conversation End Time 📊

Conversation

N/A

N/A

The time the conversation ends, when the From channel hangs up or one of the channels is transferred to another party.

Day 📊

Conversation

N/A

N/A

Numeric day of the month from Conversation Start Time.

Day Of Week 📊

Conversation

N/A

N/A

Textual day of the week from Conversation Start Time, i.e. Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday.

Day Of Week Numeric 📊

Conversation

N/A

N/A

Numeric day of the week from Conversation Start Time. 0 is Sunday, 1 is Monday, and so on.

Day Of Week Short 📊

Conversation

N/A

N/A

Short textual day of the week from Conversation Start Time, i.e. Sun, Mon, Tue, Wed, Thu, Fri, Sat.

Hour 📊

Conversation

N/A

N/A

Hour of the day from Conversation Start Time, adjusted for the timezone of the Data Connector user.

Month Name 📊

Conversation

N/A

N/A

Textual month from Conversation Start Time, i.e. January through December.

Month Name Short 📊

Conversation

N/A

N/A

Short textual month from Conversation Start Time, i.e. Jan through Dec.

Month Numeric 📊

Conversation

N/A

N/A

Numeric month from Conversation Start Time. 1 is January, 2 is February, and so on.

Time Hunting 📊

Conversation

N/A

N/A

The time from when the call is answered to when it is actually connected to a called party. For example, for an inbound call answered by an IVR then queued to an agent, Time Hunting is measured from the IVR answer to the agent answering. Adding Time Ringing and Time Hunting gives the real caller wait time. Indicates how long a call spent routing via IVRs, Salesforce lookups, call queues, and so on.

Time Ringing 📊

Conversation

N/A

N/A

How long the call is ringing, typically measured by subtracting Conversation Answer Time from Conversation Start Time.

Time Talking 📊

Conversation

N/A

N/A

How long the two parties are connected, measured from bridge to end. Includes any periods where the call is on hold.

Used On Hold Seconds 📊

Channel

From/To

N/A

The number of seconds the From or To channel placed the other channel on hold. If the channel held multiple conversations via a transfer, this includes hold time across all conversations.

Year 📊

Conversation

N/A

N/A

Numeric year from Conversation Start Time.

Call Queue Last Disposition 📊

Conversation

From/To

From

How the call was handled in the last queue it entered. If the call progressed through multiple queues, this reflects the last one. See Call Queue Disposition values below.

Call Queue Last Queue 📊

Conversation

From/To

From

A lookup to the Call Queue object for the last queue the call was placed into, whether or not it was answered by an agent. If this field is blank, the call did not enter the call queue (app).

Call Queue Last Wait Seconds 📊

Conversation

From/To

From

The number of seconds the caller waited in the last call queue, measured from entering the queue until the call was answered or abandoned (via timeout, hang up or exit key). To see this graphically, there is a diagram above.

Call Queue Total Wait Seconds 📊

Channel

From/To

From

The total seconds the caller spent waiting across all call queues whilst the call was active, including queues they were switched through or transferred to. Counted across multiple conversations for the single call leg. To see this graphically, there is a diagram above.

Call Queue Skills Shortage Delay

Conversation

From/To

From

The delay in seconds from when a skills shortage is detected for a queued call to when the call is connected or exits the queue. A skills shortage occurs when the agents with the requested skills are all busy or unavailable, while other available agents in the queue lack those skills. When this happens, calls queued behind it may overtake it as other agents become available.

Call Queue Last Queue Ref

Conversation

From/To

From

The internal reference of the last call queue the call was placed into, whether or not it was answered. Use Call Queue Last Queue for the user-friendly queue name.

Call Queue Agent Serviced

Conversation

Only To

To

The call queue serviced by the agent who answered the call (the To party when a call is set up via a call queue). Links to the Call Queue object for the queue name and other details.

Callback Parent UUID

Conversation

N/A

N/A

On any call reporting records that are callback attempts (successful or not), this field is populated with the UUID of the callback request call reporting record. The callback request record is dubbed the parent but this field is blank on request record. A simple formula can be created to allow the grouping of the both the callback request and attempt records if required.

Call Reporting 📊

Conversation

N/A

N/A

This field is a lookup to the callback parent record and populates with the name of the call reporting and a link. It populates in the same conditions as the Callback Parent UUID field.

Call Queue Callback Number 📊

Conversation

From/To

From

On a callback request call reporting record, this field populates with the phone number to call back the caller. This is either the number they called in on (From Number) or the caller can enter a different number if desired.

Callback Rejected State 📊

Conversation

From/To

From

On an unsuccessful callback call reporting record, this field populates with a value to report on the point that the callback failed. See Callback Rejected State values below.

Dialler Item 📊

Conversation

N/A

N/A

A formula text field with a link to, and the name of, the record being dialled from the dial list (Account, Case, Contact, Lead or Opportunity).

Dialler Object Name

Conversation

N/A

N/A

A text field with the name of the record being dialled. Dialler Item is usually more useful, as it also includes the link.

Dialler Item Id

Conversation

N/A

N/A

A text field with the Salesforce ID of the record being dialled.

Dialler List 📊

Conversation

N/A

From

A lookup to the Dial List object.

Dialler List Name

Conversation

N/A

N/A

A text field with the name of the dial list. Dialler List is usually more useful as a lookup field.

Flag Active Record Fail

Channel

Only To

To

The channel is an Active Record leg that failed to complete the recording of a call via PSTN or SIP to an Active Recorder.

Flag Active Record Ok

Channel

Only To

To

The channel is an Active Record leg that successfully completed the recording of a call via PSTN or SIP to an Active Recorder.

Flag Active Record Stream Fail

Channel

Only To

To

The channel is an Active Record streaming (buffering) leg that failed to complete the recording. A streaming leg is not actively connected to a live call, but streams the data to an active recorder at a later time.

Flag Active Record Stream Ok

Channel

Only To

To

The channel is an Active Record streaming (buffering) leg that successfully completed the recording. A streaming leg is not actively connected to a live call, but streams the data to an active recorder at a later time.

Flag Agent Hangup

Channel

From/To

A boolean value indicating whether the Agent hung up the call. This is only relevant when the From/To Leg has a non 0 fromUserId value associated with it.

Flag Alert

Channel

From/To

N/A

A user pressed an alert Star Code to flag a potential call quality issue.

Flag Analytics

Channel

From/To

From

The channel was subjected to analysis (transcription, audio, and so on), and an analytics report is available via the API using the channel UUID as the key.

Flag Attended Transfer 📊

Conversation

From/To

N/A

The associated From or To party invoked an attended transfer on the other party in the conversation.

Flag Blind Transfer 📊

Conversation

From/To

N/A

The associated From or To party invoked a blind transfer on the other party in the conversation.

Flag CallBack Agent 📊

Channel

From/To

To

The call the agent answered was a callback. Normally set on the To channel.

Flag CallBack Caller 📊

Channel

From/To

From

The channel to the relevant party was initiated via a callback, requested by that party while queuing in a call queue.

Flag CallBack Requested 📊

Conversation

Only From

From

Set only on the A channel (a queued call). The caller requested a callback while queued. When true, Call Queue Last Disposition is normally ABANDONED_CALLBACK.

Flag Caller Id Withheld

Channel

From/To

To

The caller identity number was withheld when the call was placed to the number associated with the channel.

Flag Early Divert

Channel

From/To

To

A call was diverted early within the mobile network because the mobile was detected as unavailable. Only relevant to Natterbox MVNO Mobile integrations.

Flag Eavesdrop

Channel

From/To

N/A

The channel was initiated solely to connect to a second channel to perform an eavesdrop function, allowing the caller to barge in if required. Used for Listen and Active Record.

Flag Eavesdrop Attached

Channel

From/To

N/A

The channel had an eavesdrop channel attached to it for a period of time. Used for Listen and Active Record.

Flag Late Divert

Channel

From/To

To

A call was diverted late within the mobile network because the mobile was available but not answered. Only relevant to Natterbox MVNO Mobile integrations.

Flag Listen In 📊

Channel

From/To

N/A

The channel was initiated as a Listen In channel to listen into an existing call for training and monitoring. A specific implementation of eavesdrop; Flag Eavesdrop is normally also set.

Flag Picked Off

Channel

From/To

N/A

The other leg of this conversation was intercepted via a group pickup while being rung and connected to a different phone, i.e. the call was not connected to the intended dialled party.

Flag Pickup

Channel

From/To

N/A

The relevant From or To channel was picked up via a group pickup. The other side of the conversation normally has Flag Picked Off set.

Flag Record

Channel

From/To

N/A

A recording was made on the channel. If archiving is enabled, it is available to download via the Recording UI.

Flag Skills 📊

Conversation

From/To

From

Normally set only on the From channel (a queued call). The call was routed into a call queue where skills-based routing was configured.

Flag Transfer 📊

Channel

From/To

N/A

The channel associated with the From or To party was involved in a transfer to a new party.

Flag Virtual Channel

Conversation

From/To

N/A

The channel used to establish a second call for an attended transfer is a virtual channel using the same physical connection. Specific to how CTI works, a normal attended transfer on a desk or soft phone would use a different physical channel with a new UUID.

Flag Voicemail Record 📊

Conversation

From/To

From

The channel was routed to a voicemail record service on the platform.

SOC

SIP Device Originated Channel

Channel originated physically inbound to switch from a registered SIP subscriber device.

SOCR

SIP Device Originated Channel Reversed

Channel originated physically outbound to a registered SIP subscriber device, but originated logically as an inbound call. Typically used in CTI scenarios.

STC

SIP Device Terminated Channel

Channel originated as an outbound channel to a registered SIP device.

COC

Carrier Originated Channel

Channel originated inbound from an external carrier; typically PSTN.

COCR

Carrier Originated Channel Reversed

Channel originated physically outbound to an external carrier, but originated logically as an inbound call. Typically used in CTI scenarios.

CTC

Carrier Terminated Channel

Channel terminated as an outbound channel to a Carrier; typically PSTN.

CTCmx

Carrier Terminated (mobile/non camel)

Channel terminated as an outbound channel to a Carrier; typically PSTN. Channel was originated by a mobile device on a non-CAMEL network.

CTCNET

Carrier Terminated OnNet (mobile/non camel)

Channel terminated as an outbound channel but remains OnNet in the Natterbox Network.

CTCNETm

Carrier Terminated (mobile)

Channel terminated as an outbound channel but remains OnNet in the Natterbox Network. Channel was originated by a Mobile device.

CTCNETmr

Carrier Terminated (mobile)

Channel terminated as an outbound channel but remains OnNet in the Natterbox Network. Channel was originated by a Mobile Roaming device.

TOC

SIP Trunk Originated Channel

Channel was originated inbound from a SIP Trunk.

TOCR

SIP Trunk Originated Channel Reversed

Channel originated physically outbound to a SIP Trunk, but originated logically as an inbound call. Typically used in CTI scenarios.

TTC

SIP Trunk Terminated Channel

Channel originated as an outbound channel to a SIP Trunk.

MOC

Mobile Device Originated Channel

Channel originated from a mobile subscriber device and has a corresponding outbound carrier connection that has been established.

MOCs

Mobile Device Originated Channel (Switch terminated)

Channel originated from a mobile subscriber device and answered on the switch, but no outbound carrier connection was established (for example, dialling a service extension such as an Echo line, or a pre-answered announcement).

MOCLD

Mobile Device Late Divert

Channel originated indirectly from a mobile device as the result of a late divert. A Late Divert occurs when the mobile is actively rung but diverts after no-answer or if busy.

MORC

Mobile Device Originated Roaming Channel

Channel originated from a roaming mobile subscriber device, and the call has passed via switch.

MORCx

Mobile Device Originated Roaming Channel (non Camel)

Channel originated from a roaming mobile subscriber device attached to a non-CAMEL network; has not traversed switch.

MOCVM

Mobile Device Originated Channel to VoiceMail

Channel originated by a mobile subscriber device to listen to voicemail.

MOCR

Mobile Device Originated Channel Reversed

Channel originated to a mobile subscriber device, but originated logically as an inbound call. Typically used in CTI scenarios.

MVOC

Mobile Device Trombone Originated Channel

Channel originated as the inbound trombone leg to a mobile subscriber. The originator may or may not be a mobile subscriber. To all intents and purposes this is the same as COC.

MTC

Mobile Device Terminated Channel from Switch

Channel terminated to a registered Mobile Device but originated from a device on the switch, as opposed to a direct dial to the mobile from an external source.

MTTC

Mobile Device Terminated Channel

Channel terminated to a registered Mobile Device, i.e. the Mobile Device was dialled from an external number.

MTRC

Mobile Device Terminated Roaming Channel

Channel terminated to a registered Mobile Device that is currently roaming.

CTCm

Carrier Terminated (mobile)

Channel terminated as an outbound channel to a PSTN Carrier. Channel was originated by a Non-Roaming Mobile device.

CTCmr

Carrier Terminated (mobile/roaming)

Channel terminated as an outbound channel to a PSTN Carrier. Channel was originated by a Roaming Mobile device.

STCm

SIP Device Terminated (mobile)

Channel terminated to a SIP device. Channel was originated by a mobile device.

STCmr

SIP Device Terminated (mobile/roaming)

Channel terminated to a SIP device. Channel was originated by a Roaming mobile device.

Inbound

The conversation is inbound to the business, an external number dialled in and may have connected to an internal number such as a user or device. If the inbound call does not connect and the caller hangs up, it is still counted as Inbound.

Outbound

The conversation is outbound from the business, an internal number belonging to a user or device made an outbound call to an external number.

Service

The caller connected to a Service element such as VoiceMail Record. Service calls do not differentiate between Internal and External callers.

Internal

An internal conversation between two users and/or devices within the organisation.

External

An inbound call later transferred or connected to a third party, for example, receiving a call from outside the org and then connecting it to someone else outside the org.

Connected 🥇

The caller (From leg) was connected to a To leg and a conversation was created.

Not Connected 🥇

The caller (From leg) was not connected to a To leg or any other service.

ListenIn 🥇

The caller dialled into the Listen In service to barge into another call.

Fax to Email

The caller executed the Fax to Email service.

Voicemail Record 🥇

The caller was routed to the voicemail record service to leave a voicemail.

Call Return

The caller dialled the Call Return service (normally extension 1472).

Voicemail Login

The caller logged in to their voicemail service to retrieve voicemails.

LoginOut Svce

The caller dialled the Login/Logout service to log in or out of a device (normally extension 1610).

Echo

The caller dialled the Echo Test service, which echoes everything the caller speaks (normally extension 1470).

Echo Delay

The caller dialled the Echo Test Delay service, which echoes everything the caller speaks (normally extension 1471).

Who am I

The caller dialled the "Who am I" service, which reports who is logged onto a SIP device (normally extension 1630).

Group Login

The caller dialled a * extension to log in to a specific group (normally *7 for the default group).

Group Logout

The caller dialled a * extension to log out of a specific group (normally *8 for the default group).

Call Park

The caller dialled a park pickup extension (normally a number between 9500 and 9600).

Sound Manager

The caller dialled the sound management extension to record new sounds (normally 1620).

Conference

The caller was routed to a conference service. This is not related to a 3-way call handled in the CTI. It indicates the caller was routed to a conference service on the platform. If you are reporting on 3-way calls made from the CTI, this is not the correct indicator.

AGENT

The internal Natterbox party (human agent or AI agent) ended the call.

CUSTOMER

The external party (the caller/customer) ended the call.

TRANSFER

The call ended as the result of a transfer.

ANSWERED

The call was connected to an agent from within the call queue. This value is seen when From Call Type = Connected

TIMEOUT

The call timed out of the queue and progressed to the next component in the dial plan. Call Queue Last Wait Seconds should match the max wait time configured in the call queue app (unless this was not the last call queue the call was in).

ABANDONED

The caller abandoned the call while queued by hitting a DTMF key to exit the queue. The key is configurable in the call queue app and can be used as a custom dropout of the call queue, for example in this alternative callback method.

ABANDONED_CALLBACK

The caller abandoned the call while queued by requesting a callback. This is the out-the-box callback option configurable in the call queue app.

HANGUP

The caller hung up while the call was being queued. This is the traditional ‘abandoned’ call, although you are able to include other scenarios in an abandoned call metric if you desire. The Call Queue Last Disposition field can be bucketed into abandoned and handled to group calls as desired. This guide uses that method.

Playing CallBack Announcement

The agent hung up the call whilst hearing the initial announcement this is a call back

Playing CallBack Voicemail

The agent hung up the call whilst hearing the voicemail recorded by the caller

Ringing Caller

The agent hung up the call whilst waiting for the call to connect to the caller

Unknown

Catch all