Voice state legend

• Available
• Unavailable
• Offline / unknown
• Connected · agent
• Connected · contact
• Incoming / pending / connecting
• On hold
• After contact work
• Missed
• Error
• Rejected / connection ended

Voice contacts only. Agent rows show voice phases while contacts are present; otherwise they show availability. Phase elapsed appears next to the phase; hold duration is unavailable (—). Connected time measures time since the agent connection. Rejected does not identify who ended the connection. Unknown values remain neutral.