Question

What do the statuses of Zendesk Voice 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. This also applies to the calls that the caller did not hang up during the greeting and while on hold
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 Voice.