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How Call Types Are Defined in Historical Reports

Applies To 

  • 8x8 Contact Center 
  • Historical Reports 


Call Type Definition
Entered Calls that arrived in a queue. 
Accepted Calls which have arrived in a queue and have been answered by an Agent. This can include callbacks and voicemails.
Abandoned Calls that arrive in a queue where the caller decides to hang up the call before an Agent can accept the call. If a caller takes the voicemail or the callback option, it's defined as an abandoned call on the inbound queue.
Rejected Calls that have been offered to an Agent but put back in the queue because the Agent clicked on “Working Offline”, “Take a Break” or did not answer the call before the timeout period.


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