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  • 1.  Disconnect Reason Reporting

    Posted 09-17-2018 16:08
    No replies, thread closed.
    Hi All,

    Does anyone know of a way to run a report (PureCloud) that shows disconnect reasons?

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    [Kevin] [Kirkpatrick] [Ministry Brands] [Unified Communications Administrator]
    [kevin.kirkpatrick@ministrybrands.com]
    [Lenoir City] [TN]
    ------------------------------


  • 2.  RE: Disconnect Reason Reporting

    Posted 09-18-2018 08:58
    No replies, thread closed.
    Can you provide a bit more of a description of what you are trying to do?  Are you looking for a report on wrap-up codes?

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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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  • 3.  RE: Disconnect Reason Reporting

    Posted 09-18-2018 10:51
    No replies, thread closed.
    Kevin, do you mean having a way to see all disconnected interactions, and the wrap up codes used for those?
    Because once an agent disconnected an interaction PureCloud immediately asks for a wrap-up code.



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    Marie Grace Delos Santos
    Global Digital Team, Customer Success
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  • 4.  RE: Disconnect Reason Reporting

    Posted 09-18-2018 11:40
    No replies, thread closed.
    Are you looking for wrap codes for disconnect like this?:

    Return
    Customer Service
    Customer Service
    Cancel - Continuity
    Wrong Number/No Caller/Hang-up
    Customer Service
    Customer Service
    Customer Service
    Customer Service
    Wrong Number/No Caller/Hang-up
    Wrong Number/No Caller/Hang-up
    Customer Service
    Customer Service
    Customer Service
    Cancel - Continuity
    Customer Service
    Customer Service
    Customer Service
    or is your concern calls that are disconnected prior to reaching queue?

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    Teri Pedersen
    Back in Black Inc.
    ------------------------------



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