New

The button to view contacts that are not routed to an agent.

Avaya Analytics™ reports these contacts as new contacts when queuing. When alerting on Avaya Workspaces, they are offered or alerting.

Open

The button to view contacts that are answered by an agent and are in progress.

Avaya Analytics™ reports these contacts as active or answered contacts.

Transferred

The button to view contacts that are transferred to another service.

These are effectively new contacts that are not routed to an agent. When an agent answers, they are marked as open.

Avaya Analytics™ reports these contacts as new transferred-to-service or waiting contacts.

Transferred-To-User

The button to view contacts that are transferred to another agent.

Avaya Analytics™ reports these contacts as new transferred-to-user contacts.

Failed

The button to view contacts that failed to be routed to an agent.

Avaya Analytics™ reports these contacts as completed.

Closed

The button to view contacts that are answered by an agent and are closed.

Avaya Analytics™ reports these contacts as completed, offered, and answered contacts.

Successful Transcripts

The button to view transcripts for this channel type that are successfully sent out to an external transcript filtering service.

Avaya Analytics™ does not display these contacts.

Failed Transcripts

The button to view transcripts for this channel type that failed to be sent out to an external transcript filtering service.

Avaya Analytics™ does not display these contacts.

Permanently Failed Transcripts

The button to view transcripts for this channel type that permanently failed to be sent to an external transcript filtering service.

This status is reserved for the transcripts that repeatedly failed over a 30-day period or the transcripts that are marked as such in Oceana Data Viewer.

Avaya Analytics™ does not display these contacts.