Terminology
Defines each event that can appear when an interaction is expanded in Cradle to Grave
When an interaction is expanded in Cradle to Grave, each leg of the call or chat is logged as a distinct event. The tables below define each event that can appear.
General Call Events
| Event | Description |
|---|---|
| Auto Attendant | The call is moving through an IVR menu. Multiple Auto Attendant legs can appear as a caller moves between menus |
| Queue | An inbound call enters a queue for a skill group when no agents are available to answer it, if queuing is enabled. Represents the caller waiting for an available agent |
| Queue Audio | Queue music and announcements configured for the skill are playing during a queue event |
| Overflow | A call is redirected to a different skill after entering a skill group with no available agents, per the configured overflow behavior |
| Talking | An agent is talking with an external party or another agent |
| Calling Drop | The calling party drops the call following a Talking event. Only shown on skill-based calls using Xima's WebRTC phones |
| Receiving Drop | The receiving party drops the call following a Talking event. Only shown on skill-based calls using Xima's WebRTC phones |
| Drop | The end of the call |
Callback Events
| Event | Description |
|---|---|
| Queue Offer | The queue callback option is offered to the caller |
| Queue Callback Entry | The caller presses a key to schedule a callback |
| Callback Scheduled | Displayed after the caller confirms the callback number |
| Callback Offer | Shows which member of the skill was presented the callback |
| Callback Prompt | The system is waiting for the recipient to answer and accept the callback |
| Callback Audio | Queue music and announcements configured for the skill are playing during a callback attempt |
| Callback Attempt | A callback attempt is made |
| Callback Accepted | The recipient accepts the callback |
| Callback Missed | A callback attempt was made, but the recipient did not answer or did not press a button to accept |
| Callback Snoozed | The recipient chooses to snooze the callback rather than accept it immediately |
| Callback Canceled | The recipient decides to cancel the callback |
| Callback Abort | A callback attempt is aborted after the configured maximum callback attempts limit is met |
Updated about 8 hours ago