Question

What do the statuses of Zendesk Talk mean?

Answer

Overall call status

Abandoned in Queue | The caller hung up while waiting in the queue. The caller hangs up during the initial available agents greeting before getting routed to an agent. Tickets receive the tag voice_abandoned_in_queue
Abandoned in IVR | The caller hung up while in the IVR menu. Tickets receive the tag voice_abandoned_in_ivr
Abandoned on Hold | The caller hung up while on hold with an agent
Abandoned in Voicemail | The caller hung up while in voicemail. Tickets receive the tag voice_abandoned_in_voicemail
Completed | The call was successfully connected with an agent and ended
Failed | The call failed
Pending Voicemail | The call is complete with a pending voicemail. The status changes to Completed when the voicemail is complete
Not answered | The call wasn’t successful. Either an end user left an inbound call in a transition stage that is not included in the abandoned statuses, or an end user didn’t answer the agent’s outbound call

Call leg status

Agent Missed | An agent missed the call
Agent Declined | An agent declined the call
Agent Transfer Declined | An agent declined to transfer the call
Completed | The call leg is complete

For more information, see Metrics and attributes for Zendesk Talk.