Hi,
Not sure how many people have suffered similar to the below, but thought I would share what I have done to improve the customer experience when a call drops due to agent side disconnection.
We have remote agents onshore and offshore which due to network issues outside of our control (poor home network etc) can result in callers being disconnected as the agent side of the call drops the call with a 480 Ice Idle Disconnection as an example.
Using a couple of data action's and 'post flow' call flow when a 480 iceidledisconnection is detected on the live call, the caller is prompted with a comfort message (apologising for the drop) and opportunity to return to the queue instead of being disconnected. Call returns to the original call flow/queue and to another available agent.
Agents receiving these dropped calls are informed on the screen the caller had been previously disconnected to enable them to handle the caller with additional care.
Within the same flow I am also assigning a wrap code to make identifying when this happens easier. This also helps with reporting, for example during a period today 47 drops were detected and 42 callers of those 47 chose to be put back in the queue.
Happy to share the flows and data actions if anyone is interested.
Thanks,
#Telephony------------------------------
Calvin Minton
Solutions Architect
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