This improvement to Contact Center Pro (CCP) adds agent call handling events — Rejected, Missed, Hold Started, and Hold Ended — to the Call Journey in Conversation History, so managers can review a complete, timestamped record of agent actions alongside routing events.
What's changing?
Previously, the Call Journey in Conversation History only showed routing events. Agent actions — such as rejecting an incoming call or placing a caller on hold — were not logged. Managers who needed to investigate an unanswered call had no way to determine whether an agent rejected it or simply missed it, and had no record of how long a caller spent on hold. With this improvement, four new agent call handling events appear in the Call Journey: Rejected, Missed, Hold Started, and Hold Ended. Each event is timestamped and attributed to the agent who performed the action, giving managers a complete picture of what happened on every call.
Resources
Before and After
Before (Current)
A call comes in and the agent does not answer it.
In Contact Center Pro, go to Conversation History and open the conversation.
Expand Call Journey to review routing events.
Only routing events are visible — no record exists of whether the agent rejected the call or simply missed it.
The manager must follow up with the agent directly to find out what happened.
Impact: Managers spend extra time tracking down agents to reconstruct what happened on unanswered calls, slowing down quality assurance (QA) reviews and coaching conversations.
After
A call comes in and the agent rejects it or places the caller on hold.
In Contact Center Pro, go to Conversation History and open the conversation.
Expand Call Journey.
Review the new agent call handling events — Rejected, Missed, Hold Started, and Hold Ended — each timestamped and attributed to the agent.
Use the Call Journey to analyze agent call handling patterns across your team.
Impact: Managers can immediately see whether an agent rejected or missed a call and how long a caller spent on hold, without needing to follow up with the agent. QA reviews and coaching conversations are faster and grounded in accurate data.
Who uses this feature
All business types
Administrators, Managers
Region availability: USA, Canada
How it works for your industry
Residential Service and Replacement
A call center manager reviews Conversation History after a customer complains their call was not answered promptly. The Call Journey now shows Missed by [agent name], confirming the agent did not respond before the call timed out.
A supervisor monitors agent performance and opens a call in Conversation History. The Call Journey shows Rejected by [agent name], giving the supervisor specific, timestamped evidence to reference during a coaching session.
A manager investigates a customer service representative (CSR) complaint about long hold times. The Call Journey shows Hold Started and Hold Ended events with timestamps, so the manager can confirm exactly how long the caller waited.
Commercial Service and Replacement
A contact center manager audits a call that was escalated by a commercial account. The Call Journey shows the agent placed the caller on hold twice before ending the call, giving the manager the context needed to address the issue.
A supervisor reviews call handling for a high-priority commercial client and sees in the Call Journey that the assigned agent rejected the call. The supervisor can follow up before the client escalates further.
A manager pulls a call record to verify service level agreement (SLA) compliance. The Hold Started and Hold Ended events in the Call Journey let the manager calculate total hold time without requesting a separate report.
Residential Construction
A project coordinator reviews a call from a subcontractor contact that went unanswered. The Call Journey shows Missed by [agent name], confirming the call was routed to an available agent who did not respond in time.
A manager checks whether a call regarding a permit delay was handled appropriately. The Call Journey shows no hold events, confirming the agent addressed the matter in a single interaction.
A supervisor reviewing daily call activity spots an unusual number of rejections from one agent. The Call Journey now surfaces this pattern across individual call records.
Commercial Construction
A contact center manager investigates a missed call from a general contractor. The Call Journey shows the call was offered to two agents — the first rejected it, the second missed it — giving the manager a complete picture without interviewing either agent.
A supervisor tracks hold activity during a high-volume day on a large project account. Hold Started and Hold Ended events across multiple calls help the supervisor identify whether staffing adjustments are needed.
A manager reviews a specific call where the caller reported a poor experience. The Call Journey shows the agent placed the call on hold three times, providing specific context for the debrief.
How to prepare?
Notify managers and supervisors that four new events — Rejected, Missed, Hold Started, and Hold Ended — will appear in the Call Journey in Conversation History.
Identify which managers and supervisors will use the Conversation History screen to track agent call handling performance and confirm they have access to it.
Align your team on how to use the new event data in QA reviews and coaching conversations.