Call States

A call state tells you the status of an agent, customer, or interaction record, on voice, email or chat channels. So, call state refers to chat and email as well as telephony.

When reporting is enabled, Syntelate XA records every change of call state in the CALLSTATUSLOGGING table.

This section describes the various call states.

General

Syntelate XA records events such as the agent going ready. The following table describes these general call states.

Call State	Description
LoginWorkzone	The agent logs in to a workzone in Syntelate XA.
LogoutWorkzone	The agent logs out of a workzone in Syntelate XA.
Ready	The agent goes ready in Syntelate XA.
PendingNotReady	The agent goes pending not ready in Syntelate XA. The agent will be set to not ready when they complete their current interaction.
NotReady	The agent goes not ready in Syntelate XA.
Waiting	The agent is in a ready state and is waiting to receive an inbound call or to be passed an interaction record by the Worklist Engine.
Idle	The agent is in a not ready state and will not receive any inbound calls or be passed any interaction records by the Worklist Engine.
WorklistItemPop	An email or chat pops on the agent’s desktop (in other words, they’re passed an interaction record by the Worklist Engine).
Worklist	The agent starts working on an email interaction.
WorklistItemClose	The agent closes an email or chat.
Cleared
Completed	The agent completes a voice call / email (including cancel preview).
Delivered

Voice

The following table describes the various voice call states.

Call State	Description
Preview	The agent is passed an outbound call in preview.
Dial	Syntelate XA attempts to dial the customer (outbound call).
Dialling	The agent’s phone is dialing (outbound call). Note: You may be wondering why the call states Dial and Dialling are both required. Well, let’s say the customer’s phone is engaged. In this case, Syntelate XA would record the Dial call state (the attempt to call the customer) but not the Dialling state (since the customer’s phone doesn’t ring).
Ringing	The agent’s phone rings (inbound call).
Talking	The agent talks with the customer.
Hold	The agent puts the customer on hold.
ConsultWaiting	Agent A initiates a consult and awaits connection to agent B.
Consult	Agent A is connected to agent B for a consult.
ConsultPassive	Agent B is put into a consult with agent A.
Conference
ConferenceOwner	Agent A initiates a conference with agent B.
ConferencePassive	Agent B is put into a conference with agent A.
WrapUp	The call is put into wrap-up.

Chat

The following table describes the various call states used by chat.

Call State	Description
Client Chat Started	The customer starts a chat.
Agent Allocated Chat	The chat is allocated to an agent.
Agent First Message	The agent sends their first message.
Last Client Message	The customer sends their last message. For SMS and social media chats, this is not written if the customer only sends one message. Only logged at the end of the chat.
Last Agent Message	The agent sends their last message. For web chats, this includes auto-responses a web chat message that is automatically sent to the customer after a period of inactivity by the customer or agent. Only logged at the end of the chat.
Client Ended Chat	The customer ends the chat (web chat only). Reporting continues until the agent ends the chat.
Agent Ended Chat	The agent ends the chat.
Chat
Chat Transferred	The chat is transferred. For Agent B, this is followed by a change of call state to Agent Allocated Chat.
Client left a message	The customer leaves a message.