Required security profile permissions: Contact History Agent View or Supervisor View
The following table provides descriptions for Contact End Reasons, which can be included in custom reporting or viewed by clicking a Contact ID on the Contact History report to load Contact Details.
| Contact End Reasons | Description |
|---|---|
| Agent Hung Up/Agent Phone Disconnected | The agent hung up |
| Call Blind Transferred | The call was blind transferred by script |
| Contact Hung Up/Phone Hung Up | The caller hung up |
| End Chat - Agent | The agent ended the chat session |
| End Chat - Patron | The patron ended the chat session |
| End Chat - System (timeout) | The system ended the chat session |
| Outbound Call Busy | The resulting line was busy |
| Outbound Call Error | This is a generic error for outbound error |
| Outbound Call Hung Up During AMD | The user hung up during the Answering Machine Detection |
| Outbound Call Invalid Number | The number dialed was invalid |
| Outbound Call Network busy | The number was dialed and was busy |
| Outbound Call No Answer Time Out | The system hit the pre-configured timeout for ringing |
| Outbound Call No Media Server Capacity | This code is rare. It means the platform has no more capacity and calls can’t be placed |
| Outbound Call Number Changed | The number dialed has been changed |
| Outbound Call Number Disconnected | The number called is disconnected |
| Outbound Call Peer Hang Up | The connecting legAn active piece of a call that connects between routers, gateways, or telephony devices. was disconnected |
| Outbound Call Pre-link Error | There was an error in the call before it was linked up |
| Outbound Call Script was Interrupted | The script started an outbound call but was interrupted |
| System Issued Hang Up | A hang up was issued by a script |
| WI Ended Externally | The Work ItemCustomizable method of delivering contacts to an agent via Studio scripts. ended outside of the system |
| WI Ended Internally | Work ItemCustomizable method of delivering contacts to an agent via Studio scripts. ended internally |
