Timeline Events

Below you will find the details of each event that an interaction can have, regardless of the channel. Some events are specific to certain channels, and these are specified.

Started

Indicates that the interaction was initiated.

• Channel: indicates the channel of the interaction. It can be Telephony, SMS, WhatsApp, Email, WebChat, Instagram, or Messenger.
• Direction: indicates the direction of the interaction, it can be outgoing or incoming, depending on whether it was initiated by an agent or a customer.
• Date and time: indicates the date and time when the interaction started.

Started by outbound hub

Indicates that the interaction was generated by an Outbound Hub. It shows the hub name and the campaign.

Waiting time

Indicates the waiting time between when the interaction entered uContact and when it was answered by an agent.

Campaign All channels

Indicates that the interaction entered the campaign.

• Campaign: indicates the name of the campaign the interaction entered.
• Event: if the customer exceeded the maximum configured wait time in the queue, the Timeout event will be displayed. If a Bot or IVR (depending on the channel) was configured to trigger after the timeout, it will also appear in the timeline.

Automation

All channels

Indicates that an automation was executed during the interaction. In the timeline it is shown as Attended by automation.

• Name: indicates the name of the automation.
• Campaign: indicates the campaign.
• Duration: indicates the duration the interaction stayed in the automation.
• Date: indicates the date and time when the automation was executed.

Attended

All channels

Indicates that the agent attended to the interaction.

• Agent's name: indicates the name of the agent who attended to the interaction.
• Campaign: indicates the campaign under which the interaction was attended.
• Queue wait time: indicates the time the customer spent waiting in the queue to be attended by an agent.
• Date and time: indicates the date and time when the interaction was connected with the agent.

Customer Feedback sent All channels

Indicates that the Customer Feedback survey was sent to the customer. It shows the survey model (if the customer answered it), the campaign and the duration.

Attended by external Telephony Only

Indicates that the call was answered at the external number it was transferred to. It shows the destination number.

Agent decline All channels

Indicates that the agent declined the interaction.

• Agent's name
• Campaign
• Queue wait time
• Date and time

Transfer

Indicates that the agent transferred the interaction.

• Time: indicates the time that elapsed from when the user initiated the transfer until it was answered.
• Transfer type: all transfers can be to a specific agent or to a campaign. If it’s Telephony, it can also be to an external number, and another level is added, where the transfer can be either attended or blind.
  • Can be attended or blind. Telephony Only
  • To an agent. All channels
  • To a campaign. All channels
  • To an external number. Telephony Only
• Destination: indicates whether the transfer was to a user or campaign, and also specifies the user or campaign to which it was transferred.
• Status: indicates whether the transfer was successful, i.e., whether it was attended by the user or campaign to which it was transferred.

Transfer to user

Transfer to campaign

Transfer by supervisor All channels

Indicates that a supervisor transferred the interaction from the Monitor panel. It shows the supervisor's name.

Back to queue All channels

Indicates that the interaction automatically went back to the campaign queue, for example when the user handling it disconnected and the interaction timeout was exceeded, or when the destination user of a transfer does not exist.

Disposition

All channels

Indicates that the user dispositioned the interaction and provides details of all the levels selected.

Parking Telephony

Indicates that the user parked the call. In the timeline it is shown as Parked Call.

• Time: is the total time the call was in parking.

On hold Telephony Only

Indicates that the agent put the call on hold during the interaction. In the timeline it is shown as Hold. Unlike the Waiting time, which occurs while the customer waits in the queue before being attended, this event occurs once the call has already been answered by an agent.

• Time: is the total time the call was on hold.

Finished

All channels

Indicates that the user ended the interaction.

• Total interaction duration: is the total time the interaction lasted.
• Completion date: is the date and time when the interaction ended.

Hangup by supervisor Telephony Only

Indicates that a supervisor hung up the call from the Monitor panel. It shows the supervisor's name and, if the hangup ended the interaction, it appears instead of the Finished event.