> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/channels/phone/call-flag.md).

# Call information

## Overview

In the call information fields, each record can be regarded as a "tag" used to indicate different statuses or situations of a call. These tags help us describe the call's status more accurately. Each call record can have one or more tags, allowing us to better understand the context and attributes when the call occurred. This tagging system helps organize and analyze call information to provide more effective customer service and analytical reports.

## Call Category

<table><thead><tr><th width="188.28125">English Name</th><th width="140.9453125">Chinese Name</th><th width="414.12890625">Meaning / Description</th></tr></thead><tbody><tr><td>incoming DN call</td><td>Incoming</td><td>A customer actively dials into the customer service center.</td></tr><tr><td>outbound call</td><td>Outbound</td><td>A customer service agent proactively calls the customer.</td></tr><tr><td>non-DN incoming call</td><td>Incoming</td><td>Incoming call to a non-assigned number, such as dialing an individual extension.</td></tr><tr><td>non-DN outgoing call</td><td>Outbound</td><td>An outbound call made from a non-assigned number.</td></tr><tr><td>Agent Coached Call</td><td>Agent Coached</td><td>An agent is being guided unilaterally by another role (such as a coach or senior agent) during the call, commonly used for training.<br><br>※ The agent call executes the advanced operation "coach" via a "three-way call."</td></tr><tr><td>Agent Conference Call</td><td>Agent Conference</td><td>A conference call involving multiple customer service agents (may not involve customers).<br><br>※ The agent call executes the advanced operation "conference" via a "three-way call."</td></tr><tr><td>Agent Transferred Call</td><td>Agent Transferred</td><td>A call transferred from one customer service agent to another.<br><br>※ The agent call executes the advanced operation "transfer" via a "three-way call."</td></tr><tr><td>Supervisor Monitored Call</td><td>Supervisor Monitoring</td><td>A supervisor silently listens to the agent's conversation with the customer, commonly used for audits and quality management.</td></tr><tr><td>Supervisor Coached Call</td><td>Supervisor Coached</td><td>A supervisor enters the call in real time to provide voice or message coaching to the agent.</td></tr><tr><td>Supervisor Conference Call</td><td>Supervisor Conference</td><td>A conference call involving the supervisor, the agent, and the customer, commonly used when handling disputes or complaints.</td></tr><tr><td>Supervisor Transferred Call</td><td>Supervisor Transferred</td><td>A supervisor assists with handling the call and transfers it to the appropriate person or department.</td></tr><tr><td>Agent to Agent calls</td><td>Internal</td><td>Internal communication calls between two customer service agents that do not involve customers.</td></tr><tr><td>Reassigned Call</td><td>Reassigned</td><td>The call has been reassigned to another agent for handling.</td></tr></tbody></table>

{% hint style="success" %}
**Distinguish call behavior by role to aid process analysis**

In a call center, even if some call behaviors (such as transfer, coaching, conference) are technically similar in operation, they should be distinguished according to the roles of the participants (**such as Agent or Supervisor**). This classification not only helps clarify the actual context and purpose of the call, but also strengthens auditing and quality management. By precisely labeling how different roles intervene, organizations can more effectively analyze customer service processes, track coaching and collaboration, and thereby improve service efficiency and training outcomes.
{% endhint %}

## Status List

<table><thead><tr><th width="185.09765625">English Name</th><th width="177.33333333333331">Chinese Name</th><th>Chinese Explanation</th></tr></thead><tbody><tr><td><strong>customer abandon</strong></td><td>Customer Abandon</td><td>The customer hangs up and abandons the call before the agent answers.<br><br>If an outbound call from an agent is not answered, it is also considered a customer abandon.</td></tr><tr><td><strong>queued</strong></td><td>Queued / Waiting</td><td><p>When a call comes in, if all agents are busy or unavailable for other reasons (e.g., on a call) and</p><p>cannot answer, the customer will wait in the queue to be assigned.</p></td></tr><tr><td><strong>reassign</strong></td><td>Reassign</td><td>The call has been reassigned.</td></tr><tr><td><strong>overflowed</strong></td><td>Overflowed</td><td>When the queue has reached or exceeded its limit and a new call comes in, the system will forcibly terminate the call.<br><br>Because these calls are not delivered to any agent, they are not counted in the missed call statistics.</td></tr><tr><td><strong>transferred</strong></td><td>Transferred</td><td>The call underwent a transfer step to another agent.</td></tr><tr><td><strong>over agent answer threshold</strong></td><td>Over Agent Answer Threshold</td><td>The agent did not answer within the specified standard time.</td></tr><tr><td><strong>over customer waiting threshold</strong></td><td>Over Customer Waiting Threshold</td><td>The customer's waiting time exceeded the specified standard.</td></tr><tr><td><strong>Virtual queue call back Incoming</strong></td><td>Virtual Queue Incoming</td><td>The call is an incoming virtual queue call.</td></tr><tr><td><strong>Virtual queue call back outgoing call</strong></td><td>Virtual Queue Outgoing</td><td>The call is an outgoing virtual queue call.</td></tr><tr><td><strong>Agent Reject call</strong><br><strong>(when agent press disconnect)</strong></td><td>Agent Rejected Response</td><td>When a customer call is assigned to an agent, the agent actively pressed reject to decline the call.</td></tr><tr><td><p><strong>CPE Reject Call</strong></p><p><strong>(when CPE reject the SIP call)</strong></p></td><td>CPE (WebRTC, IP Phone...) Rejected Response</td><td>When the CPE (customer premises equipment) fails to register and the agent does not respond, there may be several reasons. It could be that the agent's phone connection is unstable at the time, or the connection was interrupted, preventing proper registration with the phone system and causing call delivery to fail. This situation may require checking the agent's connection status and ensuring their equipment can correctly connect to the phone system to properly receive and handle calls.</td></tr><tr><td><strong>Adent No Answer Timeout bit</strong></td><td>Agent No Answer Timeout</td><td>When a call is dispatched to an agent, it timed out because it was not answered within the allotted time.</td></tr><tr><td><strong>Agent Disconnect Call</strong><br><strong>(after call connected)</strong></td><td>Agent Ended Call</td><td>The call was actively ended by the agent.</td></tr><tr><td><p><strong>Customer Disconnect Call</strong></p><p><strong>(After call connected)</strong></p></td><td>Customer Ended Call</td><td>The call was actively ended by the customer.</td></tr></tbody></table>