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Call Dispositions

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Question

What are the Call Center Dispositions in the Fuze Data platform?

Applies To

Fuze Data

Answer

Below is a comprehensive list of all call dispositions found in the Fuze Data platform.

Call Center Dispositions

Disposition Code	Description	Definition
ABANDON	Abandoned	The caller entered the queue and hung up before their call was answered by an agent, or before waiting longer than the Timeout period.
COMPLETEAGENT	Answered	A call was answered by an agent and completed. The call was terminated by the agent.
COMPLETECALLER	Answered	A call was answered by an agent and completed. The call was terminated by the caller.
EXITEMPTY	Queue Empty	A call enters a queue and there are no agents in the queue. Instead of having the caller wait with no chance of the call being answered, it will bounce the user out of the queue as if it reached the Timeout period.
EXITWITHTIMEOUT	Exit Timeout	The caller enters a queue and waits longer than the configured "Timeout Period". The call will continue to be processed depending on the configuration (such as sent to a voicemail box or forwarded to an answering service).
EXITWITHKEY	Option Out	The caller enters the queue and presses an option key to leave the queue (such as to dial the operator, or go directly to Voicemail).
TRANSFER	Transferred	A call was answered by an agent and then transferred to another extension.

Definitions Associated with Call Center Reports

Term	Definition
Calls Presented	A "presented" call is when a queue call rings an agent. Whether the agent answers the call, or if it is returned to the queue, it will still count towards "calls presented".
Short Calls	The number of calls where the duration is less than 30 seconds.
Bounce Calls	Depending on the configuration of your queue, it is possible to "bounce" or remove an agent from a queue if they are presented a call and do not answer it. "Bounce count" is the number of times that agent has been removed from the queue.
Ring Time	The number of seconds a call is presented to an agent before it is answered (or returned to the queue). It is important to note that the "Ring Time" is very different from "Hold Time".
Hold Time	The number of seconds from the time the caller enters the queue to the time the call is answered or abandoned.
SLA	"Service Level Agreement" - A call is considered within "SLA" if it is answered or abandoned within the configured number of seconds. The default SLA is 30 seconds and can be configured in the Portal on a per queue basis. To view the current Portal values run the Assets -> Queue Configuration report. "SLA Calls" is the number of calls "within SLA"

Voice Call Dispositions

Disposition Code	Description	Definition
ANSWERED	Answered	A call was answered by the called party.
NO ANSWER	No Answer	A call was not answered by the called party.
BUSY	Busy	A busy tone was received by the calling party.
FAILED	Incomplete	In most cases this means a call was placed but not was delivered, usually because it did not match a dial pattern (for example an incorrect number was dialed).
Forwarded to ### e.g. Forwarded to TPNEUROPE-m4654	Forwarded	The call was forwarded to either an outside line or another extension.
Transferred In via ### e.g. Transferred In via 6302@thinkingphones	Transferred In	The call was transferred by another extension. If x1234 transferred the call to you, the disposition will read "Transferred In via 1234".
Transferred to ### e.g. Transferred to 0763@thinkingphones	Transferred Out	The call was transferred to another extension. If you transfer to x1234, the disposition will read "Transferred Out to 1234".
Voicemail - ### e.g. Voicemail - 2517@tpneurope	Voicemail	The call was placed into a voicemail box. Note: This is only for inbound calls - reaching a voicemail outside of Fuze will have a disposition of "Answered".
Check Voicemail - ### e.g. Check Voicemail - 6035709270@thinkingphones	Check Voicemail	The call was to check the Voicemail. Usually this is reached by dialing *123 or pressing the Voicemail button on the phone.
Answered by AA	Answered by AA	When a call enters an Auto Attendant and is hung up before reaching a person.
Agent Pause	Agent Pause	The agent has dialed a code to pause.
Agent Unpause	Agent Unpause	The agent has dialed a code to unpause.
Agent Login	Agent Login	The agent has dialed a code to log in.
Agent Logout	Agent Logout	The agent has dialed a code to log out.