Call events and outcomes

Learn how to interpret Call Detail reports and understand the implications of different outcomes.

This article expands upon the call events and outcomes found in a Call Detail report.

Call events are separated into phases:

Registering — A customer is interacting with IVR prompts in the inbound voice menu.
Dispatch — Mindful is preparing or waiting to launch a callback.
Connecting —Mindful is attempting to call the agent or customer to complete a callback.
Talking — The agent and customer are connected.

Final outcomes are separated into categories:

Success
Canceled
Unavailable
Not Completed
Chose Hold
Abandoned
Unknown
Failure
Chose Messaging
Text Scheduling

Follow the links in the right navigation menu to view events and outcomes for different phases of a call.

Phase: Registering

The following events can occur while a customer is interacting with the Mindful IVR in the inbound voice menu.


State event	Final event
Blacklisted
CallIncoming	AgentLegError
	CustomerHangup
	SystemHangup
ChoseToHold
CollectCustomerCallbackNumber
CollectCustomerData
CollectMessageNumber
ConditionCallTargetDisabled
ConditionCallTargetOutsideHours
ConditionDuplicateCallback
EndOfBusinessDay
ForceFinalizeRequested
Hangup
HoldFailedOver
MaxEcbtExceeded
MaxRateExceeded
MaxScheduledCallsExceeded
MessagingInitiated
NextDayCallbackOffered
NextDayCallbackScheduled
RegisteringEarlyHangup
TextSchedulingFailed
TextSchedulingInitiated
VoiceAsapCallback
VoiceScheduledCallback
WidgetAsapCallback
WidgetScheduledCallback

Phase: Dispatch

The following events can occur when Mindful is preparing or waiting to launch a callback.


State event	Final event
Canceled
Dispatched
ForceFinalizeRequested
Forced
Pending	CustomerHangup
Pending	SystemHangup
Staged
Unknown	CustomerHangup
Unknown	SystemHangup
Waitlisted
AnnounceEWT
ConfirmationNotificationFailed
ConfirmationNotificationInitiated
ReminderNotificationFailed
ReminderNotificationInitiated

Phase: Connecting

The following events can occur while Mindful is attempting to call the customer or agent to complete a callback.


State event	Final event
AgentAnswered	AgentHangup
	CustomerHangup
	CustomerLegError
	SystemHangup
AgentAnswerViaAPI
AgentWaiting
CallCenterFailedOver
CallingCompany	AgentBusy
	AgentHangup
	AgentLegError
	AgentLegRejected
	AgentLegTimeout
	Canceled
	CustomerHangup
	CustomerLegError
	SystemHangup
CallingCustomer	AgentHangup
	AgentLegRejected
	Canceled
	CustomerBusy
	CustomerHangup
	CustomerLegError
	CustomerLegRejected
	CustomerLegTimeout
	SystemHangup
ConnectingAgent	AgentHangup
	CustomerHangup
	SystemHangup
ConnectingCustomer	AgentHangup
	CustomerHangup
	SystemHangup
CustomerAnswered	AgentHangup
	CustomerHangup
	SystemHangup
CustomerWaiting	CustomerHangup
	CustomerLegError
	SystemHangup
DisconnectRescue	CustomerHangup
FinalAttemptNotificationFailed
FinalAttemptNotificationInitiated
ForceFinalizeRequested
PriorityQueueTimedOut	CustomerHangup
PromptAgent	AgentHangup
	AgentLegError
	Canceled
	CustomerHangup
	CustomerLegError
	SystemHangup
PromptCustomer	AgentHangup
	Canceled
	CustomerHangup
	CustomerLegError
	CustomerLegTimeout
	SystemHangup
Reattempt	AgentHangup
	AgentLegError
	AgentLegRejected
	AgentLegTimeout
	CustomerHangup
	CustomerLegTimeout
	SystemHangup
Reschedule	AgentHangup
	CustomerHangup
	CustomerLegError
	SystemHangup
SendingFinalAttemptNotification
StartingAdaptiveCallback

Phase: Talking

The following events can occur while the agent and customer are connected.


State event	Final event
EarlyHangup	AgentHangup
	CustomerHangup
	SystemHangup
ForceFinalizeRequested
LeaveVoicemail
PartiesTalking	AgentHangup
	AgentLegError
	AgentLegRejected
	Canceled
	CustomerBusy
	CustomerHangup
	CustomerLegError
	CustomerLegRejected
	CustomerLegTimeout
	SystemHangup
SendingSuccessNotification
SuccessNotificationInitiated

Phase: Any

The following events can occur in any phase of a call.


State event
AdminCancelRequested
ApiCancelRequested
CallForced

The Outcomes graph

The next sections show which callback events result in specific outcomes that are shown on the Outcomes graph. By mapping each outcome to the specific events that caused it, you can more fully analyze or troubleshoot the behavior of Call Targets in your organization.

The Outcomes graph can be found on the Callback Overview page and is updated in real-time.

Hangup events

The SystemHangup event does not indicate an issue or error with the system. Rather, it represents the last event processed for an interaction even when that interaction was successful.

In most cases, a SystemHangup event is triggered when the system disconnects a call after a timeout period has elapsed. For example, the PromptCustomer:SystemHangup event indicates that no response was received from a customer before a timeout caused the system to disconnect.

Similarly, the AgentHangup and CustomerHangup events specify the last event processed for the interaction but do not indicate a system error.

Consult the associated OutFate and FinalFate, if available, to gain more context on the final outcome of the call.

Outcome: Success

The callback was successful from beginning to end. The customer received a callback and spoke with an agent.


Call phase	Status	OutFate	FinalFate
Talking	PartiesTalking:CustomerHangup	Spoke With Agent	Spoke With Agent
	PartiesTalking:SystemHangup	Spoke With Agent	Spoke With Agent
	PartiesTalking:AgentHangup	Spoke With Agent	Spoke With Agent

Outcome: Canceled

The callback was canceled after being dialed. The caller did not speak with an agent.


Call phase	Status	OutFate	FinalFate
Connecting (Agent First)	PromptCustomer:SystemHangup	No Response
	PromptCustomer:AgentHangup
	Reattempt
	PromptAgent:Canceled	Agent Canceled Call
Connecting (Customer First)	PromptCustomer:Canceled	Customer Canceled	Canceled
Dispatch	Canceled
Talking (Agent First)	PartiesTalking:AgentHangup

Outcome: Unavailable

The customer was not available to speak with an agent at the time of the callback. This outcome includes callbacks that exhaust the maximum number of retries allowed.


Call phase	Status	Outfate	FinalFate
Connecting (Agent First)	Reschedule
	Reattempt
	PromptCustomer:SystemHangup
	PromptCustomer:AgentHangup	Calling Customer Agent Canceled
	CallingCustomer:AgentHangup	Calling Customer Agent Canceled
	CallingCustomer:SystemHangup	No Response
	PromptAgent:AgentHangup	Agent No Response
	Reschedule:SystemHangup	Callback Rescheduled
	CallingCompany:AgentLegTimeout
	ConnectingCustomer:CustomerHangup
	PromptAgent:AgentLegError
	PromptAgent:SystemHangup
Connecting (Customer First)	Reschedule	Callback Rescheduled
	PromptCustomer:SystemHangup	Customer No Response	Max Retry
	PromptCustomer:CustomerHangup	Customer No Response
	CallingCustomer:CustomerLegError
	CallingCustomer:CustomerLegTimeout
	CallingCompany:CustomerHangup
	Reschedule:SystemHangup
	Reschedule:CustomerHangup
	CallingCustomer:CustomerBusy	Call to Customer Busy
	CallingCompany:SystemHangup
Talking (Agent First)	EarlyHangup
	PartiesTalking
	EarlyHangup:SystemHangup

Outcome: Not Completed

No callback was made because the registration process was not completed successfully.


Call phase	Status	OutFate	FinalFate
Registering	CallIncoming:CustomerHangup		Customer Hangup
	CallIncoming:SystemHangup		System Hangup
	ConditionCallTargetOutsideHours:CustomerHangup		Customer Hangup
	ConditionDuplicateCallback:SystemHangup		System Hangup
	ChoseToHold:AgentLegError	Call to Agent Error
	EndOfBusinessDay:CustomerHangup		Customer Hangup
	ConditionDuplicateCallback:CustomerHangup		Customer Hangup

Outcome: Chose Hold

The customer chose to wait on hold after being offered a callback.


Call phase	Status
Registering	ChoseToHold

Outcome: Abandoned

The customer abandoned the call before speaking with an agent.


Call phase	Status
Connecting	CallingCompany:CustomerHangup
Connecting	PromptAgent:CustomerHangup
Connecting	AgentAnswered:CustomerHangup
Connecting	ConnectingAgent:CustomerHangup
Connecting	CustomerWaiting:CustomerHangup

Outcome: Unknown

The callback was not completed, and the reason is not known. The callback was rescheduled for a later time, if possible.


Call phase	Status	OutFate
Connecting (Agent First)	Reschedule:SystemHangup	Callback Rescheduled

Outcome: Failure

The callback attempt failed to reach the customer or the contact center.

Note: The Call Detail report does not include failed transfers to the contact center if a customer chooses to wait on hold. A failure to reach the contact center will only be reported for callback interactions.


Call phase	Status
Connecting	CallingCustomer:CustomerLegRejected
Dispatch	Failed
Dispatch	Unknown

Outcome: Chose Messaging

The customer chose to receive a text message rather than registering a callback.


Call phase	Status
Registering	MessagingInitiated

Outcome: Text Scheduling

The customer chose to schedule a callback via text messaging.


Call phase	Status
Registering	TextSchedulingInitiated

Exported Call Detail reports

Consult the following table for definitions of each column found in exported Call Detail reports.


Column	Definition
Call Target ID	Name of the Call Target used for the call
Identifier	A unique identifier corresponding to the call
First Attempt Identifier	Displays the original Dispatch ID associated with the callback request If the original Dispatch ID does not match the Dispatch ID of the record, then the call record is associated with a retry attempt.
Caller	The caller's callback phone number
ANI	The caller's callback ANI
Callback Launch Time	The date and time that the callback was scheduled to be processed Ffor ASAP callbacks, this is the time at which the callback was registered, plus the minimum callback delay. For scheduled callbacks, it is the time at which the call is scheduled to launch.
Created At	The date and time the Call Detail record was created
Dynamic DNIS Mapping	Indicates which mapping was used for the callback attempt, shown in key:value format.
ECBT	Represents the Estimated Callback Time (ECBT) for this associated callback request or attempt, in seconds This is the actual calculated ECBT, not the +/- 20% range that is quoted to customers and considered in Punctuality calculations.
Talk Time	The number of seconds that the caller and agent spent speaking before the call was disconnected
Source	Indicates the source of the callback request The format is `source:<id><device>`, where `<device>` is the endpoint from which the request was made.
Final Status	The most recent status of the callback as reflected by the most recent call events
Outcome	Possible values include: `Abandon` — The callback was abandoned by the caller before speaking with an agent. `Canceled` — The callback was canceled by the caller or via the user interface. `Failure` — The callback attempt failed. `Not Completed` — The caller did not complete the callback registration process. `Success` — The callback was completed successfully. `Unavailable` — The callback to the customer was not successful (no answer or voicemail). `Unknown` — The outcome is not known.
Retry Attempt	Shows whether or not a retry was attempted for the associated callback
Retry Reason	Possible values include: `admin forced` — The callback request was made by a user via the user interface. `agent leg rejected` — The call to the agent was rejected. `agent_busy` — The call to the contact center resulted in a busy signal. `agent_hangup` — The call to the contact center ended with the agent leg being disconnected. `agent_leg_error` — The call to the contact center resulted in a telephony error. `agent_leg_timeout` — The call to the contact center failed due to a dial timeout. `customer_leg_rejected` — The call to the customer failed to connect due to a carrier rejection, likely due to an incorrect or incorrectly formatted ANI. `customer_busy` — The call to the customer resulted in a busy signal. `customer_leg_error` — The call to the customer failed to connect due to an error, or the call was unable to reach the terminating carrier. `customer_leg_timeout` — The call to the customer failed due to a dial timeout. `customer_reschedule` — The call to the customer resulted in the customer rescheduling the callback. `early_agent_hangup` — (Agent First only) The call to the customer was very brief, and a retry was triggered. `premature_customer_hangup` — The customer disconnected the call and did not press 1 on the previous callback attempt. `system_ended_agent_leg` — The callback ended with the system disconnecting the call to the contact center. `system_ended_customer_call` — The callback ended with the system disconnecting the call to the customer.
Callback Pattern	Indicates whether the callback used an Agent First or Customer First Callback Strategy
Processed At	Represents the time at which the first leg of the callback was launched (to either the customer or contact center)
Customer Hold Time	The number of seconds that the customer waited to speak with an agent
Registration Duration	The number of seconds the call was in a state of registering for a callback
Response Time	The number of seconds between the time that the callback was requested and launched
Estimate Percent Accuracy	A percentage representing the delta, in seconds, between the estimated response time (equivalent to ECBT) and the actual response time
Has Retry?	Indicates whether or not the call request has another retry remaining or if this was the final attempt
Estimate Deviation	Represents the absolute value, in seconds, between the ECBT and the actual callback time
Waitlist Delay	The number of seconds the callback spent on the waitlist waiting to be launched
Agent Delay	The number of seconds between the time the agent queue was dialed and the time that the agent accepted the call by pressing 1
Customer Delay	The number of seconds between the time the customer was called and the time that the customer acknowledged the callback by pressing 1
Agent Wait Duration	The average amount of time the agent waited for the other party
Timeline	A list representing each stage of the associated call

Outcomes to investigate

When looking at events on a Call Detail report, certain outcomes may indicate a more serious issue that warrants further investigation. These will appear in the exported report in the Retry Reason column:

agent_busy — The call to the contact center resulted in a busy signal.
agent_leg_error — The call to the contact center resulted in a telephony error.
agent_leg_rejected — The call to the agent was rejected.
agent_leg_timeout — The call to the contact center failed due to a dial timeout.

The following outcomes are not troublesome on their own, but they may indicate a problem if they appear repeatedly in your report:

customer_busy — The call to the customer resulted in a busy signal.
customer_leg_rejected — The call to the customer failed to connect due to a carrier rejection, likely due to an incorrect or incorrectly formatted ANI.
customer_leg_timeout — The call to the customer failed due to a dial timeout.

In both <party>_leg_error and <party>_leg_rejected outcomes, an agent or customer is never actually interacting with the call. The errors and rejections are preventing the called party from participating.

<party>_leg_error typically represents a temporary issue associated with the network, such as an inability to reach a phone number due to network congestion. If there is no reported incident with Mindful, this would mean there is an issue with the call center or gateway.
<party>_leg rejected outcomes typically represent call failures that would never work given the parameters of the call. Examples might include a poorly formatted number or a phone number to a country code that is not supported by the carrier.