Hi there,

 

Are there any reports to show disconnected calls and emails, by agent or otherwise?

 

Thanks!

-Emily

Any calls or emails that show up in a report are historical, and thus have already disconnected, so you can run the Interaction Details Report to see individual interactions for a specific user or users. 

 

You would have to create a custom report using the PureCloud API to see disconnected calls and emails that never reached a user:

https://developer.mypurecloud.com/api/rest/v2/analytics/index.html#postAnalyticsConversationsDetailsQuery

 

Hi @George Ganahl .Do we need the same report for the calls that we disconnect in the inboud flow for a queue for example .. when customer exced the limit of 3 minutes waiting, we disconnect the call. Or maybe this type of disconnection information can be reported in the queue like we can see for offer/answer/abandon?

Thanks in advance.​

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Sara Calle Abad
Sabio Ibérica, S.A.
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Original Message:
Sent: 04-27-2017 16:46
From: George Ganahl
Subject: Disconnected metrics

Any calls or emails that show up in a report are historical, and thus have already disconnected, so you can run the Interaction Details Report to see individual interactions for a specific user or users. 

 

You would have to create a custom report using the PureCloud API to see disconnected calls and emails that never reached a user:

https://developer.mypurecloud.com/api/rest/v2/analytics/index.html#postAnalyticsConversationsDetailsQuery