Engagement Metrics

Below is the definition of the result count by channel:

Queued - When the call is initially added to the queue.
Ringing - Call is in a state of ringing.
Answered - The call has been answered.
Unanswered - Call was not answered.
Machine - Call reached voice machine.
Human - Call has been answered, and a human is detected.
Hangup - Call hangup occurred.
Busy - The caller received a busy signal.
Failed - Call could not be completed as dialed.
Canceled - The request has been canceled.
Completed - Call was answered and has ended.
Voicemail Drop - On a dial call, a request to leave a message for a voice mailbox has been made.
Play Drop - On a dial call, request to disconnect the user call leg while continuing to play a message on the contact call leg.
Play - Play content of voice message.
Say - Say the content of the voice message.
Gather - Gather a combination of DTMF and/or speech.
Prompt - The digit and/or speech from a gather.
Conference - Move the call into the specified conference room.
Notify - Broadcast the call to collaborators to answer or decline.
Dial - Dial a number that will connect the current call if answered.
Pause - Waits for a specified period of time.
Record - Record the call and store the audio recording on a recording instance.
Activity - Another activity to execute.

Sent - The email has been sent.
Delivered - Email has been successfully delivered.
Open - The message has been opened by the recipient email client.
Click - A link has been clicked.
Bounce - The recipient's mail server bounced the email. See bounce type in results for reason.
Activity - An engagement activity has been triggered.
Unsubscribe - Remove contact from one or more lists.
Complaint - The recipient marked the email as spam.
Play - A voice message was played that was assigned to a voice link activity.

Sent - The text has been sent.
Delivered - The text has been successfully delivered.
Undelivered - The text could not be delivered. Possible reasons are the phone number does not accept text Messages (such as a landline) or the headset was turned off.
Activity - An engagement activity has been triggered.
Play - A voice message was played that was assigned to a voice link activity.
Failed - The text was unable to be sent.