Session Statuses

A session receives its status when it ends — active sessions do not have one yet. Filter the Sessions table by status with the Statuses filter in the Session Filters dialog.

Status table

Statuses are listed alphabetically.

Status	Meaning
Busy	The line was busy.
Canceled	The communication was canceled before it completed.
Completed	The conversation finished normally.
Declined	The recipient declined the conversation.
Escalated by operator	A human agent escalated the session instead of resolving it.
Failed	The communication failed. Check the session logs.
Network Error	A network problem interrupted the session.
Not answered	The customer did not pick up an outbound call.
Not found	The recipient could not be found.
Resolved by operator	A human agent resolved the session in the Human Agents workspace.
Timeout	The session ended on a timeout.
Transferred	The session was transferred — for example, to a human agent.
Unknown	The outcome could not be determined.
User timeout	The session ended on a customer-side timeout.

note

The Statuses filter list is provided by the server, so the exact set in your portal can vary with your configuration.

Campaign outcomes

When a session was started by a campaign, its final status determines the participant's communication outcome:

• Completed outcomes: Completed, Resolved by operator, Escalated by operator, Transferred.
• No response outcomes: Not answered, Declined, Busy, User timeout, Timeout, Not found.
• Failed outcomes: Failed, Network Error, Canceled, Unknown.

Statuses you will not see in the filter

A few additional statuses exist for internal processing and are not offered in the Session Filters dialog. You do not need them for everyday filtering or reporting.

Related pages

• Sessions — find and read sessions; the Session Filters dialog
• Human Agents — where operator-resolved sessions are handled
• Campaigns — outbound flows whose sessions roll up into outcomes
• Agent Statuses — statuses of the agents that own sessions