Agent Activity Logs

Here is a list of all of our event names and descriptions in the Agent Activity Logs. These can be useful when troubleshooting softphone issues, as the Event names can show up in error messages found in the softphone logs in the Agent Activity History. 

Event Name	Description
accept_calls	the agent is marked as online and accepting phone calls via softphone
account	they joined the current account
agent_end	we can get this event when the agent manually clicks the hangup button during a call but not always
answered	an activity was answered
audio-quality	they experienced bad audio quality due to a hardware issue
audio-quality-end	the audio issue cleared
block_call	when a call is blocked.
busy	if a call rang busy
caller_disconnect	the caller to whom they were connected with disconnected and is no longer on the call
cancel_wrapup	a wrapup session was canceled by the agent reloading the page
canceled	the call that was ringing to their softphone was canceled
chat_end	a chat ended
chat_start	a chat started
completed	when a call is generally completed
dialed	they were dialed e.g. an inbound call or transfer was directed to their softphone
disconnect	they received a disconnect event on their softphone (could be a normal call ending)
dnd_call	specific to mobile application if the end-user has Do Not Disturb turned on
error	they experienced an error
exit-phone	they closed the softphone
failed	their softphone device received a failed event
force_logout	when an agent is force logged out by an administrator
form_end	when a form routed call ends
form_start	when a form routed call starts
hangup	a hangup event for a call that the agent was on
hold	when a call is placed on hold
ignored	they ignored an inbound call, chat, or transfer - this could be based on reloading the page or clicking to ignore the call
ignored-inactive	when an incoming activity is ignored via inactivity
ignored-reload	when an incoming activity is explicitly detected as being ignored by the agent reloading the web page
inbound_end	the inbound phone call is over
inbound_missed	when an inbound call directed to the agent is missed by the agent
leave_account	they left the account they were previously in
listen	the agent listened to a call
local-IP	when we have identified the local IP address of the softphone useful when troubleshooting multiple same user sessions shared on a local network
login	they logged into the service
login_attempt	they attempted to login to the service (could be a sign of an account comprise attempt)
logout-phone	they logged out via the phone
missed	a dial directed to the agent was missed e.g. they didn't answer
missed_dial	when a dial to an agent is missed e.g. they didn't answer
network-quality	they experienced bad network quality e.g. packet loss or buffer bloat
network-quality-end	the network improved
no-answer	they were dialed but did not answer
open-phone	when the softphone in the browser is opened
outbound_busy	an outbound dial ended in a busy signal meaning the agent was not at their device (the softphone browser page was closed)
outbound_end	the outbound phone call is over
outbound_missed	an outbound dial directed to their phone (e.g. via a dialer) resulted in a missed call e.g. the agent didn't answer a dialer call
push_answered	a push event indicating an activity was answered was pushed to their browser (push is for push notifications)
push_end	a push event was sent indicating the activity is over
push_start	a push event was sent to the user's browser
push_transfer_cancel	transfer cancel but delivered via push notifications
push_transfer_end	transfer end but delivered via push notifications
push_transfer_failed	transfer failed but was delivered via push notifications
push_transfer_start	transfer start but delivered via push notifications
reject_calls	the agent is no longer accepting calls
softphone_offline	we detected their softphone went offline (received this event when its internet connection was restored)
stop_hold_party	they clicked the stop hold button to take a participant on a call off of hold
task_end	when a task for the preview dialer ends
transfer_accept	if a transfer is accepted by an agent e.g. answered
transfer_cancel	when a call transfer is canceled
transfer_dialed	when a call transfer dialed an agent e.g. the service scheduled the dial outbound to the agent's phone
transfer_end	when a transfer ends
transfer_failed	if a transfer failed e..g could not reach any agents
transfer_ringing	when a call transfer is acknowledged by the agent's softphone and is ringing
transfer_start	when a call transfer starts
video_member_end	when a Zoom or video conference member's leg ends
wrapup_end	the wrapup ended
wrapup_start	the wrapup started