For now, you will need to create your own custom report (probably most easily done by modifying the existing User Call Detail report using Crystal Reports, and instead of limiting the report to users look at all calls).
The CallDetail view has a field named DispositionCode
. You should look for calls that have the following entries in that column, I think:
3.Local Disconnect when waiting in Workgroup Queue ( Value logged to db : 3
This is irrespective of interaction is connected or not. As long as the last segment is delay segment/waiting in the Workgroup queue and it is locally disconnected by user or system, we disposition as this
4.Remote Disconnect when alerting user/station ( Value logged to db : 4
This is irrespective of interaction is connected or not. As long as the last segment is alert segment and it is remotely disconnected, we disposition as this