Events

Events overview

Events are significant changes of state for an interaction. For example, when an interaction is transferred to a queue, a Blind transfer event is generated for the interaction. Voiso logs the time of interaction events.

The Call Details Record feature enables you to filter interactions based on the following events:

Event	Description
Monitor	A supervisor monitored the interaction.
Whisper	A supervisor provided whisper coaching during the interaction.
Barge-in	A supervisor joined the interaction.
Intercept	A supervisor accepted the interaction before the target agent.
Terminate	A supervisor or administrator ended the interaction.
Forward	The interaction was forwarded to an external number.
Consult transfer	The agent consulted with another party and then transferred the interaction.
Blind transfer	The agent transferred the interaction to a queue.
All transfers	The interaction was forwarded, consult-transferred, or blind-transferred.
Conference	The call included a conference with another party.
Call Score	If the Post Call Rating feature is enabled, you can search for calls that have a call score assigned. You can also filter for specific call scores using the Call Score filter.
Agent logged off	The user’s status in Voiso was Logged off when they tried to initiate a click-to-call interaction. Before attempting to start the call, the following causes might lead to this end reason: The user did not sign in to Voiso The user did not open Agent Panel or the Omnichannel Workspace The user’s third-party softphone registration was not established

Event

Description

Monitor

A supervisor monitored the interaction.

Whisper

A supervisor provided whisper coaching during the interaction.

Barge-in

A supervisor joined the interaction.

Intercept

A supervisor accepted the interaction before the target agent.

Terminate

A supervisor or administrator ended the interaction.

Forward

The interaction was forwarded to an external number.

Consult transfer

The agent consulted with another party and then transferred the interaction.

Blind transfer

The agent transferred the interaction to a queue.

All transfers

The interaction was forwarded, consult-transferred, or blind-transferred.

Conference

The call included a conference with another party.

Call Score

If the Post Call Rating feature is enabled, you can search for calls that have a call score assigned. You can also filter for specific call scores using the Call Score filter.

Agent logged off

The user’s status in Voiso was Logged off when they tried to initiate a click-to-call interaction. Before attempting to start the call, the following causes might lead to this end reason:

The user did not sign in to Voiso
The user did not open Agent Panel or the Omnichannel Workspace
The user’s third-party softphone registration was not established

Tip

Not all events are supported for all interaction types. When you filter based on interaction type, unsupported events are not available to select from the Event filter menu.

Events

Events overview

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