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  • 1.  Conversation Timeline - Disconnect Reasons

    Posted 08-07-2025 12:48
    No replies, thread closed.
    Hey all,
    I'd love to become a grandmaster at understanding the various stats within Genesys, but struggling to find resources for some points I've gotten stuck on. Right now, we're investigating ongoing issues within our business with agents who avoid and/or disconnect Callbacks prematurely. Your normal avoidance stuff. Within the data, we're trying to create red flags, but I'm not fully understanding what I am reading with Disconnect Reasons. 
    I'm looking at the below scenario where a customer called, after a few minutes in Queue opted for a Callback, and then when it reached an agent they dialed for 3 seconds. The Houston TX Customer segment shows Endpoint for Disconnect Reason, and the Agent segment shows Peer. In the dictionary, Endpoint is noted: "The segment that caused the disconnect." What exactly does that mean...? The customer themselves hung up? And is that Peer is trying to tell me within the Agent segment---"This 3 second callback was ended somewhere else." 
    I just want to make sure we're 100% understanding these properly. Any help would be greatly appreciated. I'd love to become a wizard at reading all these disconnect reasons throughout and understanding exactly how a call flowed, but for now, just keen on understanding what happened here so I can apply the logic for other calls/callbacks. 
    *Note: I've sliced out IVR from this screenshot

    #Outbound
    #Reporting/Analytics

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    Daniel Pisani
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  • 2.  RE: Conversation Timeline - Disconnect Reasons
    Best Answer

    Posted 08-11-2025 09:43
    No replies, thread closed.

    Hi Daniel,

    The Endpoint disconnect reason on a customer segment would mean the customer ended the interaction.  The definition for Peer:  Another participant in the conversation caused the disconnect. For example, the customer hung up.

    Disconnect reasons in the interaction's detail view

    So in your scenario, it seems valid that the customer hung up and ended the call.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Conversation Timeline - Disconnect Reasons

    Posted 08-12-2025 08:27
    No replies, thread closed.

    We have instances of Endpoint being the disconnect reason when the agent accidentally closes their Genesys window and logs themselves out, we attributed that to a training issue, we do not believe that the customer ended the conversation.  Can you confirm that?    The customer or caller ending the segment is Peer.  I agree, it seems confusing, this is the one thing from Genesys that I have printed out and hanging on my wall.   Can anyone else weigh in on this?   When we have met with the agents, they are agreeing that they did something to end the call accidentally.



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    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
    ------------------------------

    Original Message


  • 4.  RE: Conversation Timeline - Disconnect Reasons

    Posted 08-12-2025 08:44
    Edited by Samuel Jillard 08-12-2025 08:43
    No replies, thread closed.

    I think the context of which participant it is against is key.  If the Endpoint is on the customer segment then the customer ended the interaction and the agent should have Peer is disconnect reason, as someone else disconnected the call.

    If the Endpoint disconnect reason is on the agent segment, then it would seem likely that the agent closed their browser etc.



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

    Original Message


  • 5.  RE: Conversation Timeline - Disconnect Reasons

    Posted 08-12-2025 08:58
    No replies, thread closed.

    Would it be possible to update the list of Disconnect reasons to include "End User?"    This is the reason I have captured from someone in Genesys in the past, but it is not on the list.    I do not have an example to share at the moment, but I do see this reason from time to time.

    Disconnect Information on End User

    If the agent ended the interaction from a headset instead of the Genesys Cloud user interface, then the disconnect reason can appear as "end-user" because the system interprets the disconnect request as coming from an outside source.



    ------------------------------
    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
    ------------------------------

    Original Message


  • 6.  RE: Conversation Timeline - Disconnect Reasons

    Posted 08-12-2025 09:38
    No replies, thread closed.

    Hi Judith,

    I will feed that back to the documentation team



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

    Original Message


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