The Aloware system categorizes communication activities by status, which helps identify the outcomes and current state of interactions. Below is a detailed breakdown of the various communication statuses:
Completed communication statuses
Includes interactions that were successfully established and completed.
Completed inbound call - incoming calls that were successfully answered.
Completed outbound call - outgoing calls that were successfully answered by the recipient.
Completed inbound SMS - incoming SMS messages that were successfully received.
Completed outbound SMS - outgoing SMS messages that were successfully sent to the recipient.
Missed communication statuses
Represents interactions that were not successfully answered or completed.
Missed inbound calls - calls that were received but not answered by users or agents.
Missed outbound calls - outgoing calls that were initiated but the recipient did not answer. Reasons include:
The contact was busy.
The call was rejected by the contact.
Carrier issues prevented connection.
Abandoned communication statuses
Indicates calls that were terminated before completion.
Abandoned inbound calls - incoming calls where the caller hung up before connecting with an agent. For example: The caller terminated the call while waiting in a queue.
Abandoned outbound calls - calls initiated by an agent that were disconnected before the recipient answered.
Voicemail communication statuses
Refers to calls routed to voicemail due to unavailability or user preference.
Voicemail inbound call - calls that were routed directly to the agent’s voicemail system, enabling the caller to leave a message.
Voicemail outbound call - calls made by agents that went directly to the recipient’s voicemail, allowing agents to leave a recorded message.
In progress communication statuses
Applies to active communication.
In-Progress outbound call - the call is currently connected, and the conversation is ongoing.
Failed communication statuses
Highlights communications that failed to connect or were not successfully delivered.
Failed calls
Failed inbound call - incoming calls that failed to connect due to carrier or system issues.
Failed outbound call - outgoing calls initiated but not connected to the recipient.
Failed SMS/MMS
Failed outbound SMS - sent SMS messages that did not reach the contact’s phone or failed to deliver.
Failed fax
Failed inbound fax - incoming fax communications that failed to connect or deliver.
Failed outbound fax - outgoing fax communications that could not be completed successfully.
Queue or Hold statuses
Refers to calls that are either waiting in line or temporarily paused.
Queued calls - calls currently waiting in the queue to be connected with an agent.
On-hold calls - calls temporarily placed on hold, with plans for later retrieval or transfer.
Terminated without connection statuses
Covers interactions that ended prematurely without reaching an agent.
Dead-end inbound calls - calls disconnected without ever being routed to an agent or user.
Pending callback status
Tracks interactions where a callback is expected.
Callback pending - applies to calls where the contact has requested a callback. The status remains pending until the callback is successfully initiated and completed.