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Hangup causes

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When a call ends in Talkdesk it can be classified according to its hang up cause: the reason why the call was finished.

The following are the possible values for this field:

  • Offered: call was accepted by the system but didn't reach an agent. In case of voicemails, the call went straight to voicemail without ringing any agent.
  • Handled: call was answered by an agent; or went to voicemail (or back to the queue) after ringing at least one agent.
  • IVR: caller hung up while in the IVR.
  • Waiting: caller hung up while in the waiting queue.
  • Hold: caller hung up during hold.
  • Transfer: caller hung up while being transferred.
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