VoiceCall Record
Call Status
The Call Status field is updated according to this table:
| Call Status | Description |
|---|---|
new | The VoiceCall Record is created. |
in-progress | The agent accepted the call. |
completed | The agent ended Wrap-Up. |
info
If the agent receives RONA, the VoiceCall Record stays in status new.
Disconnect Reason
Whenever Wrap-Up is ended, the Disconnect Reason field is updated with one of the values below:
| Disconnect Reason | Description |
|---|---|
RONA | The agent didn't pick up the call and received a RONA. |
Transferred | The agent transferred the call to another agent (blind transfer or warm transfer). |
Agent Left | The agent ended an outbound call before the customer or other agent accepted it. |
Call Ended | None of the reasons listed above for ending the call apply. |