Outbound Conversation call

Analytics and Reporting
1

Hi team,
How do i know from a analytics conversation detail that an outbound call is answered by customer or not????

2

Look at the segments in the conversation to see if any of them connected to an external party. The best way to understand what this looks like is to look at a conversation that did connect to an external party and compare it to a conversation that did not.

3

for external party
what should be the purpose field value in participant converstaion

4

Hello,

the purpose value would be 'customer' (for an ACD call - outbound call from a Campaign, call initiated by agent on behalf of a Queue, ...) or 'external' (for non-ACD call - direct call initiated by a user/agent, ...).

Regards,

5

Thanks for help

6