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Calls can be pending, active, completed or skipped.
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Pending calls
Pending calls are calls that an agent has not yet requested. Pending calls become active when Connect pops the call to the agent.
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Completed and skipped calls are represented by the Processed Dial Entry (NVMConnect__ProcessedDialEntry__c) Salesforce object.
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Connect automatically skips some calls. If Connect encounters a record that meets the dial list filter criteria but has no phone number values, then Connect does not present a corresponding call to an agent. Connect creates a processed dial entry, marks the entry as skipped with no assigned agent, and tags the entry's description to indicate the reason the call was skipped. Connect presents the agent with the next available call for a record with phone number values. |