Incident categories

Incident categories can be set for incident log entries and indicate the underlying cause for an incident that resulted in one or more issues that Capture Verification detects for a call or recording segment.

incident category	Description
Switch fault	Incident was caused by a fault on the switch data source.
Switch configuration	Incident was caused by a software configuration error on the switch data source.
Recorder fault	Incident was caused by a fault on the recorder.
Recorder configuration	Incident was caused by a software configuration error on the recorder.
Service fault	Incident was caused by a fault in a service between or supporting the switch data source or the recorder.
Service configuration	Incident was caused by a software configuration error in a service that is between or supporting the switch data source or the recorder.
Infrastructure fault	Incident was caused by a network or infrastructure fault between the switch data source and the recorder.
Infrastructure configuration	Incident was caused by a network or infrastructure configuration error between the switch data source and the recorder.
Service behind	Capture Verification has not yet processed an outstanding item due to either a large work item queue or other issues slowing down a third-party or WFO service, and the detected issues are expected to be resolved when the service catches up.
Maintenance window	Incident occurred during planned maintenance.
Testing	Incident occurred during a test call.
False positive	Capture Verification identified an issue with the call or recording segment when there was none.
Other	Other, unclassified event caused the incident.
No further action	No further action is needed on the incident that resulted in the issues detected for the call or recording segment.