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  • 1.  Disconnect of a call

    Posted 04-03-2025 17:21
    No replies, thread closed.

    Hi I'm new to Genesys cloud!   My question is how do I determine on a call interaction if the CSR disconnected the caller or if the caller hung on their own?


    #Unsure/Other

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    Roxanne Tieman
    Supervisor, Claims Call Center
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  • 2.  RE: Disconnect of a call
    Best Answer

    Posted 04-04-2025 04:33
    No replies, thread closed.

    Hi Roxanne,

    So in Performance > Interactions you can add the "Disconnect Type" Column and it will show:

    • 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.

    More info on the available columns is available here

    or within the Interactions Detail you can check: Disconnect reasons in the interaction's detail view this will give you more detail.

    Hope this helps



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


  • 3.  RE: Disconnect of a call

    Posted 04-04-2025 11:35
    No replies, thread closed.

    Roxanne - Welcome to GC!  Here is your go to place for all questions and how to's for Genesys Cloud - https://help.mypurecloud.com/ - Getting a training subscription and attending the plethora of courses will also be a big help to you for getting things done.  https://beyond.genesys.com/explore/genesys-cloud-cx-elearning



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    Rial Coleman
    Sr. VoIP Administrator
    District of Columbia Water and Sewer Authority
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    Original Message


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