Skip to main content
How are entered, accepted, abandoned, and rejected calls defined in the Historical Reports?
8x8 Support

How are entered, accepted, abandoned, and rejected calls defined in the Historical Reports?

Applies To 

  • Virtual 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.