📊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

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

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.

Status List

English Name	Chinese Name	Chinese Explanation
customer abandon	Customer Abandon	The customer hangs up and abandons the call before the agent answers. If an outbound call from an agent is not answered, it is also considered a customer abandon.
queued	Queued / Waiting	When a call comes in, if all agents are busy or unavailable for other reasons (e.g., on a call) and cannot answer, the customer will wait in the queue to be assigned.
reassign	Reassign	The call has been reassigned.
overflowed	Overflowed	When the queue has reached or exceeded its limit and a new call comes in, the system will forcibly terminate the call. Because these calls are not delivered to any agent, they are not counted in the missed call statistics.
transferred	Transferred	The call underwent a transfer step to another agent.
over agent answer threshold	Over Agent Answer Threshold	The agent did not answer within the specified standard time.
over customer waiting threshold	Over Customer Waiting Threshold	The customer's waiting time exceeded the specified standard.
Virtual queue call back Incoming	Virtual Queue Incoming	The call is an incoming virtual queue call.
Virtual queue call back outgoing call	Virtual Queue Outgoing	The call is an outgoing virtual queue call.
Agent Reject call (when agent press disconnect)	Agent Rejected Response	When a customer call is assigned to an agent, the agent actively pressed reject to decline the call.
CPE Reject Call (when CPE reject the SIP call)	CPE (WebRTC, IP Phone...) Rejected Response	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.
Adent No Answer Timeout bit	Agent No Answer Timeout	When a call is dispatched to an agent, it timed out because it was not answered within the allotted time.
Agent Disconnect Call (after call connected)	Agent Ended Call	The call was actively ended by the agent.
Customer Disconnect Call (After call connected)	Customer Ended Call	The call was actively ended by the customer.