Participation outcomes let you see what happens to a call. This helps you determine the outcomes of parts/segments of a call. For Example, two agents might receive the same call, however, one agent might reject the call and the other accepts, the participation outcome will reflect this.
|Disconnected||Your member answered the call and it was ended.|
|Not Responding||The call was routed to this member, but they rejected it or timed out.|
|Missed||The caller ended the call before the member could answer.|
|Attempted||The member hung up before being connected (applies to outbound calls).|
|Transferred||The member transferred the call to another member.|
|Rejected||The member explicitly opted not to answer the call.|
|Mailbox||The call never reached a person and was routed to a mailbox|
|Canceled||The member ended the call before another member could answer (applies to internal calls).|
*imp - Calls can reflect as "rejected" if the SIP phone being used is not properly registered, as the platform does not want calls to continue ringing by an agent that is unable to answer.