FailedConnectAgent and FailedConnectCustomer states are not always an indication of technical issues, but are useful measures.

FailedConnectAgent - where the Agent end fails to connect.

Here are some examples.

  • Agent makes an outbound call, the Customer does not answer, and the Agent ends the call.

  • A Customer makes an inbound call, which rings an Agent, and the Agent rejects the call.

FailedConnectCustomer - where the Customer end fails to connect.

Here are some examples.

  • Agent makes an outbound call and the Customer rejects the call.

  • Agent makes an outbound call to an incorrect or faulty number, so the Customer end drops the call.

  • A Customer makes an inbound call, which rings an Agent, and the Customer hangs up before being answered.

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