Hi to all!
I'm looking to get some additional clarity around the differences in terms of "abort" vs "disconnect" in Attendant. The data dictionary states the following:
"When the exit reason is an abort of IVR, then the path will be "Abort". "Disconnect" will be used when an interaction disconnects while still in IVR"
Ultimately, what I am hoping to achieve is how to determine the count of calls that either abandon or disconnect as a result of a telco network issue that might cause calls to drop. Our client needs this in the event that an outage instance occurs, and if there is a way to derive this from the IVR data tables, this may help us complete this requirement. In addition, we need to be to derive caller-generated disconnects vs disconnect conditions brought on by an outage.
Thanks!
#ArchitectureandDesign#Reporting/Analytics------------------------------
Barry Farrington
PureConnect Cloud Administrator
FedPoint
fedpointusa.com
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