How does Five9's call log code its calls

I'm just about hanging on to the desire to occasionally blog in the light of the AI juggernaut, but lets face it, no-one's finding this, I'm just writing for myself.

Anyway, trying to identify what data Five9 produces when a customer's call is less than straightforward  is a bit of a headache. So here's what I've found. I'm assuming here that you're running a Call Log report without any filters.

I'm going to look at 3 situations.

1. When a call is transferred ("Third-party")

This is perhaps the most confusing because Five9 create 3 lines in its call log reports for "3rd party" transfers. I use the quote marks because this can include internal re-directs including those from a different leg of the IVR. The first is the call coming in to the original queue (Call type = "Inbound"), then the redirect gets the type "3rd party transfer" – so this gets its own line in the report. Neither line gets a "Skill", so filtering out on this basis can be useful.

Then you get that 3rd and final line (type = "Inbound" again, but this time it gets a skill as the customer's chosen option is applied). All should have roughly the same value for "Time" though the first line will be slightly earlier and the "Call Time" will be longer by the same margin.

2. When a Callback is requested

This also delivered over two lines. The first is the original incoming call (call type "Inbound"). This also gets a 1 in the QCR column. The second is the actual call-back being executed (call type "Queue Callback") with a 0 in the QCR column, but a 1 in the "Queue Callback Processing" column. Unlike the above there will usually be a significant gap in the Time. The figure in the Call Time column for the second row is the time the return call (the callback) took.

3. Both together

If both these scenarios happen together you should get 4 lines on the call log report which line up like follows:
a. Inbound call
b. The call being transferred to the correct queue, creating...
c. The call that asks for a callback, which then, later in the day, leads to...
d. The actual return call.