What is the difference between 'Failed' and 'Rejected'?

Liberty Converse / CX
1

Hi all,

Could anyone explain what a ‘Failed’ call is as opposed to a ‘Rejected’ call. In the old version I was led to believe the rejected calls were when an agent literally rejected the call when it presented. However, on the new version I have asked our IT team and they don’t know the difference, therefore I cannot prove if I have an IT or agent problem.

Does anyone know the exact definition?

Many thanks

Nicky

2

HI @NickyHarvey2023 Failed means there was an issue connecting to the Agents phone (be it a softphone or physical phone). This could be IT/Network related.

We list this in the Agent Summary Report with a description of: “Number of times calls presented while the agent was in a ready state were not answered after the allotted ring length due to a technical failure to present the call (expressed as a percentage of the total amount of calls presented)”

Rejected, is the Agent pushing the call away by, button, busycode, or other rejected means, again in the Agent Summary Report we describe this as: ”Number of times calls presented while the agent was in a ready state were not answered after the allotted ring length and were instead rejected by the agent by either enabling a busy code or logging out while the interaction was alerting (expressed as a percentage of the total amount of calls presented)”

So, if you see a failed call in the AS Report. It is a technical issue.

Hope this helps.

Jonathan

3

Thank you for your reply Jonathan, it answers my question and makes perfect sense to me now :slight_smile:

4

Good afternoon @JonathanRedsell and Happy New Year.

We don’t use the Converse integrated softphone and instead use MS Teams as our endpoint.

Can you confirm also that a MS Teams “failure” (e.g. some form of SIP error), so Converse can’t pass the call to an agent also counts as a Failure, rather than Rejected.

Thanks.

5

HI @Eanna11 sorry for the delay in response.

To confirm: if MS Teams returns a “failure” (for example, a SIP error that prevents Converse from passing the call to an agent), this will be counted as a Failure, not as a Rejected message. Essentially, the system sees it as the call not being successfully connected, rather than the agent actively rejecting it.

Hope that helps!

Kind Regards.

Jonathan.