Offered call clarification

Have you ever think, in XivoCC, what could be the definition of an offered call to queue (a.k.a Présentés in french) found in all customer care sample statistics reports ?

I figured recently that this definition differs with who is your interlocutor and usually ends up summarized to it depends on the context…
That’s why in specific statistics report context, it seems to be a great idea to redefine what is our.
Before details it for XiVO call center reporting context, let’s come back first to exhaustive list of codes that may represent call status towards a queue.

In XivoCC each time a call is initiated to a queue number, it goes through Asterisk dialplan for premise check before being forwarded to Asterisk Queue object that will handle the call before agent accepts to answer it. What interest us here is indeed the different states that can be set at the end of the communication between caller and hypothetical agent answer.

Following diagram try to give an overview of all statuses found in Documentation.

Well, and so, in short ?

To go to the point, our definition of an offered call is based on following codes

EXIT_WITH_KEY
LEAVE_EMPTY
ABANDONED
TIMEOUT
ANSWERED

That can be easily rephrased to all calls that triggers ring tone on agent phone.

Hope makes it clearer, if you are are interested by other definitions in XiVOCC such as dissuaded or any other terms found in sample reports, just drop a comment !

Laurent