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  • 1.  Disconnect Type in Reporting

    Posted 10-02-2019 00:30

    Hi all,


    I am searching for ways to identify how to see whether an interaction is disconnected by agent or caller. I can find this in interaction detail, under timeline. However, if I want to see an aggregated export ready view, is this available? If not, any work around? 

    Thanks!


    #QualityManagement
    #Reporting/Analytics
    #Unsure/Other

    ------------------------------
    Jin Huey Boey
    ITApps Sdn Bhd
    ------------------------------


  • 2.  RE: Disconnect Type in Reporting

    Posted 10-03-2019 08:39
    Edited by Andrew Adel 10-03-2019 11:26


  • 3.  RE: Disconnect Type in Reporting

    Posted 10-22-2019 13:48
    Hi, I know this is possible using the API but it would be nice to know if this is possible in the interactions view.
    Perhaps as a filter option. This would allow to only see interactions disconnected by users, for example.

    Here is an example query using the Analytics API for calls terminated by clicking the hangup icon:

    POST https://api.mypurecloud.com/api/v2/analytics/conversations/details/query
    {
 "interval": "2019-10-22T05:00:00.000Z/2019-10-23T05:00:00.000Z",
 "order": "asc",
 "orderBy": "conversationStart",
 "paging": {
  "pageSize": 25,
  "pageNumber": 1
 },
 "segmentFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "disconnectType",
     "operator": "matches",
     "value": "client"
    }
   ]
  }
 ]
}​


    This is the disconnect reasons reference: https://help.mypurecloud.com/articles/disconnect-reasons/

    The only similar idea in the product lab is this https://purecloud.ideas.aha.io/ideas/CLSELF-I-129.

    Could we get someone from Genesys give any feedback on this?

    ------------------------------
    Marco Villasenor
    Grupo Interastar S.A. de C.V.
    ------------------------------

    Original Message


  • 4.  RE: Disconnect Type in Reporting

    Posted 10-22-2019 14:11
    We actually created a tool that provide the information to the agent thorugh a personnal chat group, not only the infromation about who did disconnect the call, but also what is the type of disconnect, since in some cases, it is not always obvious through the tone.

    ------------------------------
    Eric Dauphinais
    Solution Architect
    Quovim C3
    edauphinais@quovimc3.com
    ------------------------------

    Original Message


  • 5.  RE: Disconnect Type in Reporting

    Posted 10-23-2019 06:21
      |   view attached
    it's only possible in the interactions view for "flow disconnect reasons" - as shown in the attached. 

    For outbound you can't view this in any report or current view - it needs to be via the API, unless you are just looking at individual calls.

     It would be good to have this included in the reports so that you could view if an agent is constantly hanging up on customers! Perhaps one for the ideas lab?

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------

    Attachment(s)

    docx
    flow disconnect.docx   35 KB 1 version
    Original Message


  • 6.  RE: Disconnect Type in Reporting

    GENESYS
    Posted 10-24-2019 01:08
    We are continually adding new analytics capabilities including more columns and filters to the views.  The best place to recommend these types of additions is in the Ideas Lab.  Keep the feedback coming!  Thank you!  Darlene

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


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