Whenever you go to the reporting calls section in your manager app you will see the filter "Finish Reason". You will notice a number of hangup reasons that indicate an error like:
- Busy
- Failed
- Unreachable
Those reasons seem rather straight forward and we explain causes for these errors in detail in this article (don't wonder, this article is covering line-statuses but they are causing certain hangup reasons).
However, you might indeed get confused when you see three different types of hangup reasons:
- Hangup
- Passive-hangup
- System-hangup.
- Transferred
In this article, we will explain in detail what each of these reasons mean.
Unfortunately, there is no easy answer. As you remember, incoming calls are usually made up of one Inbound Call and, depending on the call attempts to agents, at least one Outbound Call. For each of these two call types, the hangup reasons mean something else. Well, it only leaves six explanations at the end, so it's not too bad :). If you feel like you need some catching up with call types, we suggest you go back to this article.
Please keep in mind, this article only looks at calls from the source queue. We do not cover other call sources here.
Type Inbound (Inbound Parent Call):
- hangup: Calls that never reached a queue and were ended by the customer will end in "hangup". So for instance, this happens if a customer decides to end the call while in the IVR or while listening to an out of office prompt. Also calls that were hung up by the customer in the queue have this finish reason.
- passive-hangup: This hangup type covers all calls that were connected to an agent. They are either ended by the agent or the caller - to know who ended the call, you must check the finish reason of the matching Outbound call.
- system-hangup: Whenever a caller reaches the end of a call flow we see the hangup type "system-hangup". It literally means what it says: the system hung up the call, not the customer. This happens, for instance, if you decide to take a caller out of a queue when she reached a certain time limit. Your prompt might inform the customer that the call will end, if the customer doesn't hangup herself, the system will do the job for her.
- transferred: this finish reason is shown if calls have been transferred to another agent. The reason only exists for the inbound leg.
Type Outbound (Inbound Child Call):
- system-hangup: The agent was connected to the caller, and the call was ended by babelforce rather than by the agent or the caller. This is rare. If the agent did not pick up, the finish reason is "no-answer".
- declined: The agent's phone rang and the agent actively rejected the call, usually by clicking "Decline". The call stays in the queue and is offered to the next available agent. The agent's Line status changes to "declined", and they get no further calls until they click "Reset" or the timeout set under Global Settings → Telephony → Agent reachability timeouts has passed.
- hangup: These calls were connected with an agent and the agent ended the call.
- passive-hangup: This finish reason covers all calls that were successfully connected and ended by the customer.
no-answer: The agent's phone rang for the full ring time configured in your queue settings, but nobody picked up. The agent may have missed the call, not heard it or ignored it. The call stays in the queue and is offered to the next available agent.
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