Five9 - Call Types

Last updated
Save as PDF
Share
1. Share
2. Tweet
3. Share

This table contains the values that you can see in reports. Some values are call types whereas others are call segments.

Call Type	Description
3rd party conference	Call legs created when a conference with a third party is initiated by an agent or IVR script.
3rd party consult	Call legs created when an agent speak briefly with a participant before starting the conference.
3rd party transfer	Call legs created when a transfer to a third party is initiated by an agent or IVR script.
Autodial	Calls originated by the dialer in an autodial campaign.
Callback	Queue callback calls represented as unique service level values for each call ID.
Campaign Call	Internal calls transferred from a campaign.
Forward	Call legs created when a call is forwarded to an agent’s alternative phone number because the agent is not logged into the Five9 Agent application.
Inbound	Calls processed by inbound campaigns.
Inbound Voicemail	Skill voice mail from an inbound call.
Internal	Calls between two agents in the same domain.
Internal Voicemail	Skill voice mail from an internal call made by an agent.
Manual	Calls initiated manually by agents using the Make Call dialog.
Outbound	Calls originated by the dialer in an outbound campaign.
Outbound Voicemail	Skill voice mail from an outbound call (if using an IVR Script for queue time expiration or answering machine detection) or an autodial call.
Preview	Contact preview sessions, including any calls, originated by an outbound campaign running in preview dialing mode.
Queue Callback	Calls initiated by agents to customers who request a callback instead of remaining on the line until their turn arrives.
Skill call	Calls to queues initiated manually by agents by using the Make Call menu.
Station	Call legs created for agents connecting to PSTN stations.
Test manual	Training calls that are initiated by supervisors (send test call to an agent).
Test outbound	Sample calls originated by the emulated dialer from an outbound campaign running in training mode.
Test preview	Sample contact preview sessions originated from an outbound campaign running in preview dialing mode and training mode.
Visual	Visual IVR resulting from calls.