Insights "Current Location" Codes

Overview

CurrentLocation codes are used within Sharpen Insights reporting and advanced API calls to identify exactly where an interaction is in its lifecycle at any given moment. Understanding these codes allows you to build more precise reports and filter interactions based on their current state — whether they are waiting in queue, actively with an agent, or in a post-call wrap-up period.

For a visual representation of how interactions transition between states, refer to the CurrentLocation Transition Diagram.

CurrentLocation Code Reference

Code	Full Name	Description	Position

Code	Full Name	Description	Position
PL	Parking Lot	All active unanswered calls	Pre-Answer
CB	Call Back	A callback interaction	Pre-Answer
CP	Call Parked	A loaded Sales Accelerator interaction	Pre-Answer
AA	Auto-Attendant	Call navigating an IVR or Auto-Attendant	Pre-Answer
PM	Pending Message	A message waiting in queue	Pre-Answer
PV	Pending Voicemail	A voicemail waiting in queue	Pre-Answer
VA	VCX	Interaction answered by a VCX project	Pre-Answer
AR	Active Ring	Interaction is actively ringing a destination	Agent Assigned
PC	Picked Up	Picked up by an agent, but the Place Call button has not yet been pressed	Agent Assigned
AI	Agent Initiated	Interaction added via click-to-call	Agent Assigned
AN	Answered Call	Call answered by an agent	Agent Assigned
IM	In Message	Message answered by an agent	Agent Assigned
HD	Hold Call	Interaction is on hold	Agent Assigned
AH	Agent Hangup	Hangup initiated by the agent or system	Hangup
CH	Client Hangup	Hangup initiated by the remote party	Hangup
WU	Wrap Up	Wrap-up period following a hangup	Agent Wrap Up
WH	Wrap Up Hold	Wrap-up period following a remote hangup on a non-active (on-hold) interaction	Interaction Wrap Up
CC	Clear Call	Final end state of any interaction	Final Status

Choosing the Right Codes for Your Report

The codes you include in a report will depend on what you are trying to measure. Below is an example of how to think through code selection for a common scenario.

Example — Voice interactions not yet with an active agent: The following codes would all apply: PL, CB, CP, PV, AR

From there, you can narrow the selection further based on your needs:

Exclude CB if you do not want to track callback interactions.
Exclude PV if voicemails are not relevant to your report.
Exclude AR if you only want interactions that have not yet begun ringing an agent.

Applying this kind of intentional filtering helps ensure your reports reflect exactly the interactions you need to analyze.

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