evan_doyle | 2022-11-08 21:38:05 UTC | #1
Hi Genesys!
The field 'Disconnect type' in Interactions page (Performance->Interactions (tabular view)) shows values (EXTERNAL, AGENT, etc) that are not listed under possible values for Disconnect type. We are working on providing further insights into the types of calls being routed and feel an explanation of the disconnect type would help tremendously.
If anyone is aware of what drivers or explanations, there are for each interaction outcome, that would be excellent.
Thank you!
Hampus_Nygren | 2022-11-09 11:48:56 UTC | #2
Hi,
Heres an explanation to the column "Disconnect type" (https://help.mypurecloud.com/articles/interactions-view/)
The reason the interaction disconnected.
- 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.
system | 2022-12-09 11:49:54 UTC | #3
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