Genesys Cloud - Main

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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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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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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