Correct! With a caveat, if you have an IVR that provides some level of self-service and the customer gets the info they needed in the IVR and then they hang up: that would come up as a Customer Disconnect as well. If you're wanting to see the number of interactions that are getting served in the IVR versus hanging up before getting any helpful info, you can assign Flow Outcomes in strategic places in your flow and then in your Interactions report, you can filter by those Flow Outcomes. So you if you ran across an interaction that had a Customer Disconnect, no Flow Outcome and no Queue: then that would be a call that didn't get served. https://help.mypurecloud.com/articles/add-a-flow-outcome/
If this helps, this link has a lot of the metric definitions https://help.mypurecloud.com/articles/metric-definitions/ and then each of the performance views (Queue activity, interactions view, queue performance, agent performance, etc.) has a list of available columns you can check or uncheck https://help.mypurecloud.com/articles/view-available-columns-in-performance-views-by-category
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Nichole Conway
Senior Solution Consultant
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Original Message:
Sent: 09-23-2025 11:47
From: John Edwards
Subject: Interactions Report -- Identifying calls abandoned by the caller
Thank you! I still need to figure out the terminology that Genesys uses. We had a prior product so I need to translate to the old language when I post measurements.
So, in the Interactions report -- if a call shows a Caller Disconnect value of Yes, and no value in the Queue field, that's an indication that a caller gave up on the interaction, i.e., gave up on the call, prior to getting through the preliminary parts of the call, the recorded message, IVR instructions, etc. Is that correct?
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John Edwards
Original Message:
Sent: 09-23-2025 10:02
From: Nichole Conway
Subject: Interactions Report -- Identifying calls abandoned by the caller
Customer Disconnect is referring to calls that were disconnected by the customer when they were still in a flow. For example: in an IVR a menu is played but the customer disconnects before the menu is done playing. This would be a call that doesn't show up in your Queue reports because it never went to the queue. It would not show up as abandon because only a call that went to a queue can be abandoned. https://help.mypurecloud.com/articles/view-available-columns-in-performance-views-by-category
| Customer Disconnect | The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count. |
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Nichole Conway
Senior Solution Consultant
Original Message:
Sent: 09-19-2025 15:01
From: John Edwards
Subject: Interactions Report -- Identifying calls abandoned by the caller
On the Interactions report, is a call that doesn't have a value in the Queue field and has a Customer Disconnect value that is not empty an "Abandoned Call"? Is that definition fully inclusive? Does it capture any calls it's not supposed to? I'm looking for calls where the caller hangs up prior to reaching an agent.
#Metrics
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John Edwards
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