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  • 1.  Agent Performance Report to include true missed interactions

    Posted 04-03-2025 10:09
    No replies, thread closed.

    Hi everyone,

    I'm analyzing the Missed Call Report for agents and noticed discrepancies between actual alerts, alert-no answer, and actual answered calls. Specifically, I'm trying to filter out instances where the user hung up just before the agent could answer, which are currently marked as missed calls. 

    Does anyone have suggestions on how to exclude these near-miss hang-ups from the missed call metrics? Any insights or best practices would be greatly appreciated!

    Thanks in advance!


    #Calculations
    #Metrics
    #PerformanceViews

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    Harry Patel
    Support Center Supervisor
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  • 2.  RE: Agent Performance Report to include true missed interactions
    Best Answer

    Posted 04-04-2025 04:43
    No replies, thread closed.

    Hi Harry,

    You could filter on the "Disconnect Reason" if it shows as "External" you know the customer hung up

    Disconnect Type

    The reason the interaction disconnected.

    • System  The cloud or the provider caused the disconnect.
    • Agent  An agent caused the disconnect. For example, an agent clicked End Call during a voice interaction, or the agent hung up their physical phone, or the browser closed while using the Genesys Cloud WebRTC phone.
    • External  The external participant in the conversation caused the disconnect. For example, the customer hung up their phone, or their browser closed during the interaction.


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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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