Users can now click on the not picked up metric to see details for each call not picked up by a user, including the reason and associated call. Users can also do the same for ringing attempts ringing Attempts and picked up ringing attempts.
The list of fields provided is as follows:
|
Field name |
Description |
| Event | The type of the user event. Currently we handle the following events: Ringing for a ringing attempt |
| Outcome |
What was the outcome of the event. Picked up if the ringing attempt was picked up Not picked up if the ringing attempt was not picked up |
| Outcome reason |
More details regarding the outcome of the event (e.g why a user didn’t pick up the call) See list of “not picked-up” reasons. |
| Date time (UTC) |
The datetime when the event occurred, provided in UTC timezone The date format is the same as this attribute |
| Date time (Selected Timezone) |
Datetime when the event occurred, provided in the requested timezone from the timezone filter The date format is the same as this attribute |
| Call timeline | Same as Call Timeline |
| Call ID (UUID) | Same as Call ID (UUID) |
| Call ID (Internal) | Same as Call ID (internal) |
| Answered | Same as Answered |
| Unanswered Call Reason | Same as Unanswered Call Reason |
| Had a subsequent call | Same as Had a subsequent call |
| Aircall number | Same as Aircall number |
| Customer number | Same as Customer number |
| Tags | Same as Tags |
| Comments | Same as Comments |
| Voicemail | Same as Voicemail |
Not picked-up reasons:
- agent_declined: the agent declined the call (i.e refused to take the call)
- agent_already_in_call: the agent was already in call when we tried to dispatch the call
- timed_out: The agent not answering within the designated ringing period and the call timed out.
- caller_hung_up: the external caller hung up
- another_agent_answered: another agent answered the call
- agent_became_unavailable: the agent became unavailable when dispatching the call (the agent closed his phone for example)