What do the different results mean on inbound call reports?

Overview

You want to know what the different inbound call results mean. For example, you may see "Caller Hung Up" for an inbound call report and you want to know if the representative hung up before the prospect answered.

Information

When an Inbound Call is answered by the Playbooks system, the call result will be based on what happened in the call. Playbooks uses the following results:

• Caller Hung Up – The caller abandons the call path before the call is answered.
• Call Failed Over – The inbound call is not answered and goes to a failover number.
• Call Disconnected – The call was not picked up and did not fail over.
• Inbound Call Answered – The inbound call is answered by the Playbooks System.
• Rep Selected Call Result – If a rep answers an inbound call and selects a call result themselves, the call result will be set to what the rep selected.