I could mean that the disconnect button was pressed or if they are using a physical phone that they hung up the phone. On the WebRTC, if the session is disconnect, is could show client as well. I suggest you get the console logs for a day and see exactly what the timeline is for the disconnect. It should show pretty clearly what is causing the disconnect.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 07-07-2022 17:34
From: Kali Fugatte
Subject: Disconnect Reason Client
Hello!
Just a quick question. I've reviewed Disconnect reasons in the interaction's detail view - Genesys Cloud Resource Center (mypurecloud.com) and it tells me that the disconnect reason as client means that the agent has disconnected the call. I'm trying to discern whether a particular agent is disconnecting their calls on purpose. When it says "client" as the disconnect reason, is that 100% because the agent hit that disconnect button? Or could there be any other internal reason? If so, is there a way to find out what that reason may be? This agent has had a lot of "computer issues" but it appears almost every call is disconnected because of "client."
Thank you in advance!
#Unsure/Other
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Kali Fugatte
Humana Inc.
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