Call Status Summary
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Call Status Summary
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This table displays the live call stats. The Total Calls Connected to Agent and the Total Calls Connected to Machine are shown for the current day.
The summary shows the number of calls in each state. Note that the states configured in the application may vary. All the call statuses - Calls dialing in progress, Calls CPA in progress, Live Calls connected to an agent, Calls in ACW, Calls In Queue, Abandoned Calls, Total Calls connected to an agent, and Total calls connected to a machine.
Field | Description |
|---|---|
Calls dialing in progress | The number of calls for which dialing is in progress. |
Calls CPA in progress | The number of calls where the application is carrying out Call Progress Analysis to check for Human or Machine voice. |
Live Calls connected to an agent | The number of live calls (human answered) calls connected to an agent. |
Calls in ACW | The number of calls for which agents are performing after-call work (ACW). |
Calls in Queue | The number of calls in the queue. |
Total Calls connected to an agent | The number of calls connected to an agent. |
Total Calls connected to a machine | The number of calls connected to an answering machine. |
Abandoned Calls | The number of abandoned calls. |
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