This table contains the values that you can see in reports. Some values are call types whereas others are call segments.
Call Type | Description |
|---|---|
3rd party conference | Call legs created when a conference with a third party is initiated by an agent or IVR script. |
3rd party consult | Call legs created when an agent speak briefly with a participant before starting the conference. |
3rd party transfer | Call legs created when a transfer to a third party is initiated by an agent or IVR script. |
Autodial | Calls originated by the dialer in an autodial campaign. |
Callback | Queue callback calls represented as unique service level values for each call ID. |
Campaign Call | Internal calls transferred from a campaign. |
Forward | Call legs created when a call is forwarded to an agent’s alternative phone number because the agent is not logged into the Five9 Agent application. |
Inbound | Calls processed by inbound campaigns. |
Inbound Voicemail | Skill voice mail from an inbound call. |
Internal | Calls between two agents in the same domain. |
Internal Voicemail | Skill voice mail from an internal call made by an agent. |
Manual | Calls initiated manually by agents using the Make Call dialog. |
Outbound | Calls originated by the dialer in an outbound campaign. |
Outbound Voicemail | Skill voice mail from an outbound call (if using an IVR Script for queue time expiration or answering machine detection) or an autodial call. |
Preview | Contact preview sessions, including any calls, originated by an outbound campaign running in preview dialing mode. |
Queue Callback | Calls initiated by agents to customers who request a callback instead of remaining on the line until their turn arrives. |
Skill call | Calls to queues initiated manually by agents by using the Make Call menu. |
Station | Call legs created for agents connecting to PSTN stations. |
Test manual | Training calls that are initiated by supervisors (send test call to an agent). |
Test outbound | Sample calls originated by the emulated dialer from an outbound campaign running in training mode. |
Test preview | Sample contact preview sessions originated from an outbound campaign running in preview dialing mode and training mode. |
Visual | Visual IVR resulting from calls. |