Question
What do the statuses of Zendesk Talk mean?
Answer
Overall call status
| Abandoned in Queue | Caller hung up while waiting in the queue, caller hangs up during the initial available agents greeting before getting routed to an agent |
| Abandoned in IVR | Caller hung up while in the IVR menu |
| Abandoned on Hold | Caller hung up while on hold with an agent |
| Abandoned in Voicemail | Caller hung up while in Voicemail |
| Completed | Call was successfully connected with an agent and ended |
| Failed | Call failed |
| Pending Voicemail |
Call is complete with a pending voicemail, the status changes to Completed when voicemail is complete |
| Not answered |
Call wasn’t successful, either an end user left an inbound call in a transition stage that is not included in the abandoned statuses, or an end user didn’t answer the agent’s outbound call |
Call leg status
| Agent Missed | Agent missed the call |
| Agent Declined | Agent declined the call |
| Agent Transfer Declined | Agent declined to transfer the call |
| Completed | Call leg is complete |
For more information, see the article: Metrics and attributes for Zendesk Talk.