The following table describes some of the system results that are commonly used.
| System Result | Description |
|---|---|
| Answering Machine (Hung Up) | Calls where LiveVox identified an answering machine and hung up upon recognition |
| Busy | The phone number was dialed and a busy signal was received |
| Excluded via Compliance Policy (Not Made) | Dialing profile restriction prevented call from launching to a certain State or Area Code (For example: Cannot dial Area Code 404) |
| Fax | Calls where LiveVox identified a Fax machine and hung up upon recognition. |
| Hung Up in Opening | Calls where a live party was detected and hung up right away |
| Invalid Phone Number | The phone number was dialed and an invalid phone number signal was received |
| Invalid Phone Number (Not Made) | Account did not contain a valid 10 digit phone number |
| Listened | Calls where a live party was detected, listened to the message and did not press any keys |
| No Answer | The phone number was dialed and continued to ring until the service's specific "Dial Timeout" was reached |
| Not Attempted (Not Made) | The campaign was stopped before the account was queued for dialing, or the account or phone was added to DNC/DND list after campaign was built, or a dialing profile rule was applied (For example: can dial GA from 10-3). |
| Not Available | The system automatically detects the customer indications within IVR that the intended party is not available |
| Operator Transfer | Call successfully bridged to an agent. Default termination code on every attempted LiveVox call. This disposition is applied to a call each time a systematic or agent disposition fails to apply to the attempt. This would only occur if there was a system failure or the agent failed to disposition the call. (For example: closed their agent panel, lost power, faced a network outage, etc) |
| Operator Transfer (Abandoned Max Hold Time) | Call unsuccessfully bridged due to max hold time, auto disconnect |
| Operator Transfer (Agent Abandoned) | Call successfully bridged, agent hung up after call connected inside the call center and did not use a specific termination code |
| Operator Transfer (Agent Terminated Call) | Call successfully bridged to an agent and agent-terminated call using the disconnect call button on agent desktop |
| Operator Transfer (Caller Abandoned Before Connect) | Call unsuccessfully bridged, call recipient hung up before the call connected inside the call center |
| Operator Transfer (Caller Abandoned) | Call unsuccessfully bridged, call recipient hung up after call connected inside the call center but before agent accepted call |
| Operator Transfer (Third Party) | The call connected to an operator after the consumer indicated within the IVR that the call reached a third party |
| Operator Transfer (Unidentified Party) | Call successfully bridged to an agent, however call recipient pressed an invalid key |
| Operator Transfer (Wrong Number) | The call connected to an operator after the consumer indicated within the IVR that the call reached a wrong number |
| Operator Transfer Failed | Operator call transfer unsuccessful because the call failed to connect to agent or an operator |
| Scheduled Callback - Agent Skipped (Not Made) | The call was not made due to the agent skipping the call |
| Specified Do Not Call (Not Made) | Number or account found to be on the DNC list |
| Wireless Call Suppressed (Not Made) | Account scrubbed from the campaign due to your choosing to suppress wireless phone numbers |