既定の対話結果
ここでは、新しいサービスを定義するたびにデフォルトで作成される既定の対話結果について説明します。対話結果、その目的、および設定に関する一般情報については、本ガイドの 対話結果タブをご覧ください。
多くの対話結果は発信キャンペーンにのみ適用され、その一部はプレビューレコードのみに使用されます。
接続問題フォルダにある全ての対話結果は初期設定上でエージェントが見ることができます。これは、通話の進捗状況がエージェントによって管理されるプレビューキャンペーンにとって不可欠です。通話の進行状況がシステムによって管理されるプレディクティブまたはプログレッシブキャンペーンを実行している場合は、これらの対話結果の一部を非表示できます。このような場合は、エージェントが留守番電話と反応なしという対話結果を見れるようにするのが望ましいです。
ご注意: エージェントが見れない対話結果はアプリケーションと以下のリストで、イタリック体で表示されています。
最終的な対話結果のフォルダー
既定の対話結果の説明は以下の通りです。
契約成立
コール/チャットの目的は達成されました。
勧誘拒否
コール/チャットの目的は達成されておらず、お客様へのフォローアップも不要です。
DNCへ追加
相手方はこれ以上にこの番号へコールをしないことを要求しました。
レコードとDHCの一致
かけられたレコードは、関連するレコードベースの DNCリスト（着信拒否リスト）のエントリと一致します。
Bad record
The agent reviewed the calling record and marked it as unusable (e.g., due to insufficient or corrupted data).
Problem solved
The customer email confirmed successful resolution of the original matter (e.g., a thank you note) and was closed without reply. This disposition closes the email case.
Answer provided
The customer email was replied to and no follow-up is expected or necessary. This disposition closes the email case.
Spam
The content of the customer email had no connection to any services provided by the contact center. This disposition closes the email case.
Non-final folder
Number matches DNC
The attempted number matches a number in one of the associated number-based DNC lists.
Wrong person
The person who answered the call was not the person for whom the call was intended (but the latter may be reached at the same number later).
Wrong number
The person for whom the call was intended cannot be reached at this number.
Dropped while talking
The call was dropped (accidentally disconnected) while the conversation was in progress. This disposition can also be used for chats that were ended due to customer inactivity.
Need more information
The customer email was replied to and some follow-up is expected. The email case stays open.
Connection problem folder
Busy
The called number was busy.
Fast busy
The call attempt returned the fast busy signal (reorder tone) indicating that the call cannot be established due to network congestion. Note that sometimes network operators also use Fast Busy to indicate invalid and/or disconnected numbers.
No answer
The called party did not answer within the No Answer timeout.
Fax or modem
The called line is connected to a fax or modem.
Announcement
The connected call attempt returned speech that was not live voice or an answering machine greeting. For example, this announcement can be an interactive voice response (IVR) announcement indicating that a company office was closed or an IVR menu asking to press a digit for the desired department.
Network announcement
The call attempt returned speech before connecting the call, such as a network message indicating, for example, that the call could not be established at this time.
Answering machine
The call was answered by an answering machine.
Silence
The call was established but no sound from the remote party could be detected for more than 5 seconds.
Invalid number
The call attempt returned a tone indicating that the dialed number was invalid.
Other connection issue
This is the generic disposition reserved for any possible connection problems other than the ones specified above.
System folder
Abandoned
The answered call was dropped before call progress analysis could be finished.
Congestion
This disposition is reserved for future use.
No agent
The call was dropped after being answered by the called party because it could not be connected to an agent in a timely manner.
No disposition
The agent who handled this interaction did not select any disposition for it.
System failure
The call ended because of a system failure.
Agent failure
The call ended because of an Agent Desktop application failure.
The call could not be made because the public telephone network was not available.
Finalized by dial rule
Processing of this record was finalized by a dial rule.
No numbers left to call
The maximum number of calling attempts has been reached for all numbers of this calling record and there are no more attempts for this record to be made. Note that this disposition is used only when the record contains multiple phone numbers and they are tried during the campaign. When list records contain only one phone number (or only one is used during the given campaign), the final disposition of the record that reached maximum attempts corresponds to the disposition of the last call attempt.
Disposition not found
Scenario attempted to set the interaction disposition to a value that could not be recognized.
Skipped
The agent accepted the preview record and then skipped it (i.e., discarded the record without dialing).
Record expired
The calling record has expired. See section Lists for more information about the uses of record expiration mechanism and the related settings.
Call failed
Call or call attempt terminated externally with an unknown error code.