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How Call Types Are Defined in Historical Reports
8x8 Support

How Call Types Are Defined in Historical Reports

Applies To 

  • 8x8 Contact Center 
  • Historical Reports 

Answer

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. Callers who selected voicemail or callback option
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.