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Forced Dequeue: This is a sub-set of dequeued calls. It refers to calls that are forcibly removed by the IVR rather than dequeued due to the caller choosing to dequeue manually. Forced dequeuing can be enabled and disabled per queue. The Maximum Waiting Time is used to determine when a call is force dequeued.
In-call Status: This is the status of the CCA. It includes the standard statues as well as any custom status that might have been added.