Agent System Outcomes
Required permissions: Calling List View
The following table describes the agent-related system outcomes when exporting a calling list:
| ID | Name | Details |
|---|---|---|
| 0 | Live Call |
Mapped Dialing Cycle Outcome: 10 Description: Live call (Unspecified) |
| 1 | Answering Machine |
Mapped Dialing Cycle Outcome: 34 Description: Answering machine |
| 2 | Auto Attendant |
Mapped Dialing Cycle Outcome: 30 Description: IVR |
| 3 | Fax |
Mapped Dialing Cycle Outcome: 3 Description: Fax machine |
| 4 | Modem |
Mapped Dialing Cycle Outcome: 4 Description: Modem |
| 5 | Unknown Machine |
Mapped Dialing Cycle Outcome: 30 Description: Unknown machine; unable to classify as a meaningful non-live outcome |
| 6 | Other Non-Live |
Mapped Dialing Cycle Outcome: 30 Description: Other non-live agent-detected outcome |
| 33 | Answer Machine Left Message |
Mapped Dialing Cycle Outcome: 33 Description: Answer machine; left message |
| 101 | Reschedule |
Mapped Dialing Cycle Outcome: 10 Description: The respondent asked to be called back |
| 102 | Refusal |
Mapped Dialing Cycle Outcome: 10 Description: The called party refused the proposition |
| 103 | Wrong Number |
Mapped Dialing Cycle Outcome: 10 Description: Wrong number |
| 104 | Wrong Person |
Mapped Dialing Cycle Outcome: 10 Description: The respondent was not available at the time |
| 105 | Commitment |
Mapped Dialing Cycle Outcome: 10 Description: Got a sale/promise to pay/other result |
| 106 | Do Not Call (DNC) |
Mapped Dialing Cycle Outcome: 99 Description: Do not call on this campaign |
| 107 | Do Not Call Ever |
Mapped Dialing Cycle Outcome: 98 Description: Do not call this number again (applies to all calls on tenant) |
| 120 | Other Live |
Mapped Dialing Cycle Outcome: 10 Description: Other live call that cannot be classified |
| 121 | Retry Example 1 |
Mapped Dialing Cycle Outcome: 101 Description: Mapping between agent and dialing cycle outcome example |
| 200 | Not Made (A) |
Mapped Dialing Cycle Outcome: 0 Description: The agent declined to make the call in open progressive mode |
| 201 | Busy (A) |
Mapped Dialing Cycle Outcome: 1 Description: Agent detected busy tone |
| 202 | No Answer (A) |
Mapped Dialing Cycle Outcome: 2 Description: Agent detected ring no answer |
| 203 | Fax (A) |
Mapped Dialing Cycle Outcome: 3 Description: Agent detected fax |
| 204 | Modem (A) |
Mapped Dialing Cycle Outcome: 4 Description: Agent detected modem |
| 205 | Answer Machine (A) |
Mapped Dialing Cycle Outcome: 5 Description: Agent detected answer machine |
| 206 | Call Failure (A) |
Mapped Dialing Cycle Outcome: 6 Description: Agent detected call failure |
| 220 | Number Unobtainable (A) |
Mapped Dialing Cycle Outcome: 20 Description: Agent detected number unobtainable SIT |
| 221 | Out of Order (A) |
Mapped Dialing Cycle Outcome: 21 Description: Agent detected out-of-order SIT |
| 222 | Number Changed (A) |
Mapped Dialing Cycle Outcome: 22 Description: Agent detected number changed SIT |
| 223 | Incoming Barred (A) |
Mapped Dialing Cycle Outcome: 23 Description: Agent detected incoming barred SIT |
| 224 | Call Rejected (A) |
Mapped Dialing Cycle Outcome: 24 Description: Agent detected call rejected SIT |
| 225 | Not in Use (A) |
Mapped Dialing Cycle Outcome: 25 Description: Agent detected not in use SIT |
Dialer System Outcomes
Required permissions: Calling List View
The following table describes the dialer-related system outcomes:
| ID | Name | Details |
|---|---|---|
| -1 | Record cached but not yet called |
Category: Record cached but not yet called Description: Record is in the cache and waiting to be dialed |
| 0 | Not Made |
Category: Call Not Launched Description: This is a number passed to the dialer but never dialed |
| 1 | Busy |
Category: Busy (Engaged) Description: The called party was busy |
| 2 | No Answer |
Category: Called time out ring no answer Description: There was no answer from the called party |
| 3 | Fax Machine |
Category: Fax or modem Description: The switch detected that a fax machine had been dialed |
| 4 | Modem |
Category: Fax or modem Description: The switch detected that a modem had been dialed |
| 5 | Answer Machine |
Category: Answer machine Description: The switch detected that an answering machine had been dialed |
| 6 | Call Failure |
Category: Other non-connect (such as carrier intercept) Description: Reasons may include on account of network load, phone off-hook, or dead line |
| 7 | Abandoned |
Category: Abandoned Description: A call was made and answered, but since no agent was able to take the call, the contact was abandoned |
| 8 | Host Interrupt |
Category: Host interrupt Description: The host interrupted a call on account of an event such as software failure |
| 9 | Timed Out |
Category: Call timed-out (no response) Description: The call was timed out and not made because the switch did not respond to a call |
| 10 | Connected |
Category: Live connected call Description: This is a call, of whatever type (live call, answering machine, and so on) |
| 20 | Unobtainable |
Category: Other non-connect (such as carrier intercept) Description: The number cannot be reached; reason unclear |
| 21 | Out of Order |
Category: Other non-connect (such as carrier intercept) Description: The network reported that the number called was out of order |
| 22 | Number Changed |
Category: Other non-connect (such as carrier intercept) Description: Calls to this number should now be routed to a different number |
| 23 | Incoming Barred |
Category: Other non-connect (such as carrier intercept) Description: The number dialed will not accept incoming calls |
| 24 | Call Rejected |
Category: Other non-connect (such as carrier intercept) Description: A non-standard device such as a videophone would not accept the call |
| 25 | Not in Use |
Category: Other non-connect (such as carrier intercept) Description: For example, the number has been disconnected |
| 26 | Fast Busy |
Category: Fast busy (such as congestion, no circuit available) Description: Unable to access the number through its local exchange because of network congestion |
| 27 | Hi and Dri |
Category: Other non-connect (e.g. carrier intercept) Description: No information on why the call did not get through |
| 30 | Other |
Category: Other non-connect (such as carrier intercept) Description: No information on why call failed |
| 31 | Called Party Hangup |
Category: Called party hangup Description: Party hangup prior to transfer |
| 32 | Planned Not Made |
Category: Planned time call not made Description: Planned call not made as agent not present |
| 33 | Answering Machine Left Message |
Category: Answer machine Description: Answering machine; left message |
| 34 | Agent Answer Machine |
Category: Agent-detected answering machine Description: Answering machine detected by agent |
| 86 | Rescheduled Agent Specific |
Category: Live connected call Description: Customer specified a data and time to call back, use same agent |
| 87 | Rescheduled Time Specific |
Category: Live connected call Description: Customer specified a date and time to call back - any agent can handle it |
| 88 | Rescheduled Time Unspecific |
Category: Live connected call Description: Customer did not specify a date and time to call back |
| 89 | Unavailable |
Category: Live connected call Description: The requested person was unavailable |
| 90 | Manual Suppression |
Category: Unknown Description: Call Suppression |
| 91 | Webservice Suppression |
Category: Unknown Description: Call Suppression based on Web service addition |
| 92 | IVR Suppression |
Category: Unknown Description: Call Suppression based on caller opt-out through an IVR |
| 93 | Script Action Suppression |
Category: Unknown Description: Call Suppression based on Studio Script Action (AddCallSup) |
| 94 | Bulk Upload Suppression |
Category: Unknown Description: Call Suppression based on Bulk Upload in CXone. |
| 95 | Call Suppressed |
Category: Unknown Description: Call Suppressed based on unknown source |
| 96 | Agent Hung Up |
Category: Unknown Description: Agent hung up |
| 97 | NoPorts |
Category: Fast busy (such as congestion, no circuit available) Description: No available ports |
| 98 | Do Not Call Tenant |
Category: Other non-connect (such as carrier intercept) |
| 99 | Do Not Call Campaign |
Category: Live connected call Description: The respondent asked not to be called (applies to the campaign |
| 100 | DNC Cleaned |
Category: Other non-connect (such as carrier intercept) Description: The number was flagged "Do Not Call" against one of the campaigns DNC lists |
| 101 | Retry Example 1 |
Category: Live connected call Description: CM retry management example showing how to set up a dialing cycle outcome for a retry |
| 106 | LIVE left Message |
Category: Live connected call Description: Live (left message) |
| 107 | LIVE Unattended |
Category: Live connected call Description: Live (unattended) |
| 109 | Abandon No Suitable Agent |
Category: Other non-connect (e.g., carrier intercept) Description: Abandon (no suitable agent) |