Call Types define different types of calls measured in call center statistics.
| Name | Description | |
| ACD Call | This is a call delivered to a call center pilot number that is directed to an agent via the ACD function. | |
| Inbound Call | This is a direct call to an agent.Other calls treated as inbound calls include:
(Note that they may have originated as ACD calls.) |
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| Outbound Call | This is an outbound call made by an agent. | |
| Held Call | This is an ACD call that was placed on hold by an agent. Each time an agent places a call on hold, it is counted as a held call. | |
| Transferred Call |
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| Answered Call | This is an ACD call that was answered by an agent. | |
| Abandoned Call | This is an ACD call that entered the queue, but the caller hung up before the call was answered or transferred. | |
| Received Call | This is an ACD call that was received and either answered or abandoned. Overflowed calls are not included. | |
| Overflowed Call | This is an ACD call that was received, but immediately transferred to another destination due to the queue’s exceeding the configured maximum queue size or the configured maximum wait time. | |
| Queued Call | This is an ACD call that is not immediately diverted using the Night Service, Holiday Service, Forced Forwarding, or Overflow, and goes to a queue to be distributed to an agent or to wait for an available agent | |
| Bounced Call | This is a call that has been transferred back to queue because it was not answered by an agent in the specified time. | |
| Stranded Call | This is a call that is in a queue after all agents assigned to the queue have moved to the Sign-Out ACD state. |