MiCC has a lot of exit reasons that may require an explanation. Below is a list of those with their definitions to help you better understand your data.
Abandoned: The caller disconnected while waiting in the queue.
AgentAnswered: The call was answered by an agent.
AgentDecline: The call was presented to an agent and the agent declined to answer. The call may re-queue or ring another agent.
Interflow: The call was interflowed to another queue or destination.
Transfer: The call was transferred away from the queue by the routing service.
QueueUnavailable: The queue was unavailable to accept calls.
Unknown: We couldn’t determine an exit reason from the data.
For a full list of Brightmetrics fields and their definitions, please visit our Data Definitions Page.