New

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

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

Closed

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

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

Transferred To Service

The button to view actions from Generic contacts that are transferred to a 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 actions from Generic contacts that are transferred to an agent.

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

Failed

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

Avaya Analytics™ reports these contacts as completed. If there is one failed contact listed here, Avaya Analytics™ reports 0 waiting or new contacts.