Agent Activity Logs

The table below lists all event names that may appear in Agent Activity Logs, along with a description of what each event indicates. These events can be useful when troubleshooting softphone behavior, call handling issues, or agent activity, as event names may also appear in softphone log entries and error messages.

To view Agent Activity History, navigate to the user's profile, open the Activity History section, and select Agent Activity History.

Event Name	Description
accept_calls	The agent is marked as online and available to receive calls via the softphone.
account	The user joined the current account.
agent_end	The agent manually ended the call from the softphone (not always emitted).
answered	The activity was answered.
audio-quality	An audio quality issue caused by hardware was detected.
audio-quality-end	The audio quality issue was resolved.
block_call	The call was blocked.
busy	The call encountered a busy signal.
caller_disconnect	The connected caller disconnected from the call.
cancel_wrapup	The wrap-up session was canceled when the agent reloaded the page.
canceled	The call ringing to the softphone was canceled.
chat_end	The chat ended.
chat_start	The chat started.
completed	The call completed successfully.
dialed	A call or transfer was directed to the agent's softphone.
disconnect	A disconnect event was received by the softphone (may indicate a normal call ending).
dnd_call	The call was blocked because Do Not Disturb was enabled in the mobile application.
error	An error occurred.
exit-phone	The softphone was closed.
failed	The softphone received a failed event.
force_logout	The agent was logged out by an administrator.
form_end	The form-routed call ended.
form_start	The form-routed call started.
hangup	A hangup event was received for the agent's call.
hold	The call was placed on hold.
ignored	An inbound call, chat, or transfer was ignored. This may occur when the agent reloads the page or manually ignores the activity.
ignored-inactive	An incoming activity was ignored due to agent inactivity.
ignored-reload	An incoming activity was ignored when the agent reloaded the page.
inbound_end	The inbound call ended.
inbound_missed	An inbound call directed to the agent was missed.
leave_account	The user left the current account.
listen	The agent listened to a call.
local-IP	The softphone's local IP address was identified. This event may be useful when troubleshooting multiple user sessions on the same local network.
login	The user logged in to the service.
login_attempt	A login attempt was detected. This may indicate an unauthorized access attempt.
logout-phone	The user logged out via the phone.
missed	A call directed to the agent was missed.
missed_dial	A call directed to the agent was missed.
network-quality	A network quality issue was detected, such as packet loss or bufferbloat.
network-quality-end	The network quality issue was resolved.
no-answer	The agent was dialed but did not answer.
open-phone	The softphone was opened in the browser.
outbound_busy	An outbound call encountered a busy signal, indicating the agent was unavailable. This may occur when the softphone browser page is closed.
outbound_end	The outbound call ended.
outbound_missed	An outbound call directed to the agent was missed.
push_answered	A push notification was sent indicating that an activity was answered.
push_end	A push notification was sent indicating that an activity ended.
push_start	A push notification was sent indicating that an activity started.
push_transfer_cancel	A push notification was sent indicating that a transfer was canceled.
push_transfer_end	A push notification was sent indicating that a transfer ended.
push_transfer_failed	A push notification was sent indicating that a transfer failed.
push_transfer_start	A push notification was sent indicating that a transfer started.
reject_calls	The agent was marked as unavailable to receive calls.
softphone_offline	The softphone went offline. This event is emitted when connectivity is restored and the offline state is detected.
stop_hold_party	A participant was removed from hold by the agent.
task_end	The preview dialer task ended.
transfer_accept	The transfer was accepted by the agent.
transfer_cancel	The transfer was canceled.
transfer_dialed	The transfer dialed the agent.
transfer_end	The transfer ended.
transfer_failed	The transfer failed. This may occur when no agents could be reached.
transfer_ringing	The transfer was acknowledged by the agent's softphone and is ringing.
transfer_start	The transfer started.
user_idle	The agent became idle after no interaction was detected within the configured timeout period.
video_member_end	A video conference participant's connection ended.
wrapup_end	The wrap-up session ended.
wrapup_start	The wrap-up session started.