Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Disconnect Reason Client

    NEW MEMBER
    Posted 07-07-2022 17:35
    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

    ------------------------------
    Kali Fugatte
    Humana Inc.
    ------------------------------


  • 2.  RE: Disconnect Reason Client

    Posted 15 days ago
    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.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------