The 3-Way Press Log Report: reading Started, Answered, Accepted, and Declined

When a 3-way Press 1 handoff fails, you want to know where it died. The 3-Way Press Log Report shows the logs of those calls placed to outside-users from the agent screen, the ones where the outside-agent must press 1 to accept before they can speak to the agent and customer. It covers both single press-1 calls and multi-call runs, and it color-codes the outcome.

How to search and read it

You can search by date range and filter by Agent user and by outside-user phone number. The color tells you the verdict at a glance: outside-user records shown in black are successful transfer calls, while records shown in red are unsuccessful outside-agent calls. So before you even read the events, the color sorts the wins from the misses.

Filtering by outside-user phone number is the fast path when one specialist line is misbehaving. Pull every call to that number over a week and the red rows stack up if that line is routinely declining or timing out. Filtering by agent user instead tells you whether one of your own people keeps launching handoffs that never land, which is a different problem to fix.

The events in the Results column

Each call carries a chain of events. Here is what each one means:

• Started: every call has this; it just means the outside-user call was launched.
• Answered: the outside-user call was answered.
• Accepted: the outside-user pressed 1 to accept the call.
• Reserved: the agent screen approves the outside-user call and prepares for the transfer.
• Transfer: the outside-user call is transferred to the agent and customer.
• Declined: the outside-user did not press 1 to accept the call.

Multi-call-only events

Three events only show up on multi-call runs, where several outside numbers ring together:

• Too Slow: the outside-user did press 1, but another outside-user pressed 1 before them.
• Defeated: another outside-user pressed 1 first, so this call was hung up.
• Hungup: the call timed out or another outside-user won the race, so this call was hung up.

A successful call versus a lost race

stateDiagram-v2
  [*] --> Started
  Started --> Answered
  Answered --> Accepted
  Answered --> Declined
  Accepted --> Reserved
  Reserved --> Transfer
  Accepted --> TooSlow
  TooSlow --> Defeated
  Declined --> Hungup
  Transfer --> [*]
  Defeated --> [*]
  Hungup --> [*]

Putting the events to work

Read the chain to find the failure point. A row that reaches Answered but stops at Declined means the outside party picked up and never pressed 1, which is a training or willingness issue. A pile of Too Slow and Defeated rows in a multi-call run is normal and healthy: it just means your pool is competing for calls and the fastest Closer wins. A call that never gets past Started points at a dialing or carrier problem, not a person.

The Reserved and Transfer events are the quiet confirmation that everything worked. Reserved means the agent screen approved the accepted call and got ready, and Transfer means the outside party was actually joined to the agent and customer. When you see a clean run of Started, Answered, Accepted, Reserved, and Transfer in black, that handoff did exactly what it should, and there is nothing to chase.

This report is the audit trail behind the press-1 mechanism, so it pairs naturally with 3-way press-1 calls explained. For where this sits among every transfer tool, see the transfers and closers guide.

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