Understanding Call Detail Events and Outcomes

This article expands upon Call Detail reports and the Outcomes graph. To view a list of the callback events that contribute to each outcome on the Outcomes graph, see the Understanding the Outcomes Graph section. To view definitions of each data point included in an exported Call Detail report, consult the Understanding Exported Call Detail Reports section. 

Understanding the Outcomes Graph

The following tables 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 Status screen and is updated in real-time.

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.

Outcome: Canceled

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

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.

Outcome: Not Completed

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

Outcome: Chose Hold

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

Outcome: Abandoned

The customer abandoned the call before speaking with an agent.

Outcome: Unknown

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

Outcome: Failure

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

Outcome: Chose Messaging

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

Outcome: Text Scheduling

The customer chose to schedule a callback via text messaging.

Understanding Exported Call Detail Reports

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

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 Call Detail report under 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 Call Detail 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 leg_error and leg rejected outcomes, either on the agent side or customer side, an agent or customer is never actually interacting with the call. The errors and rejections are preventing the called party from participating/listening to the prompts.

• 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.
• 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.