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  • 1.  Disconnect Type *Missing* for Alert - No Answer Segments?

    Posted 10-17-2025 09:57
    Edited by Stephanie Drinkard Molon 10-17-2025 11:59
    No replies, thread closed.

    This past week, we have noticed that for some Alert - No Answer segments, the Disconnect Type is missing completely (checking segment in the Interaction Timeline). This seems to be related specifically to ANAs where the agent either claims not to have heard/seen the alert at all, or has reported that when they attempted to pick up the call, the icon spun and/or froze and prevented them from answering. Until now, we were seeing the Disconnect Type reflected as either Client or (more rarely) System or Endpoint when the call went unanswered and rolled over to the next agent. I had actually been thinking of submitting a formal request/idea for MORE details to be provided for Disconnect Types, but at this point I'd just like to see it back at all! Is anybody else experiencing this?

    #Telephony
    #Unsure/Other

    ------------------------------
    Stephanie Drinkard Molon

    Project Manager - Application Training
    ------------------------------



  • 2.  RE: Disconnect Type *Missing* for Alert - No Answer Segments?
    Best Answer

    Posted 10-17-2025 14:37
    No replies, thread closed.

    Hello Stephanie,

    I checked internally and I did not see anything like that happening. If there is data that you would like to see reported, I would highly encourage you to submit an idea to the Product Ideas Lab for our PM team to look into!



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Disconnect Type *Missing* for Alert - No Answer Segments?

    Posted 10-20-2025 15:30
    Edited by Stephanie Drinkard Molon 10-20-2025 15:31
    No replies, thread closed.

    Hi Jason! I would love to do so, but my account has been locked out from even viewing the Ideas Lab, much less submitting anything! :( I have been attempting to get help from Customer Care, but so far no luck (and going on 4+ months now). 



    ------------------------------
    Stephanie Drinkard Molon
    Project Manager - Application Training
    ------------------------------

    Original Message


  • 4.  RE: Disconnect Type *Missing* for Alert - No Answer Segments?

    Posted 10-20-2025 16:26
    No replies, thread closed.

    Hey Stephanie,

    Thanks for that info. I've found your case with Customer Care. I'll see if there is anything else that I can do to help get you back on the Product Ideas Lab.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 5.  RE: Disconnect Type *Missing* for Alert - No Answer Segments?

    Posted 11-05-2025 09:11
    No replies, thread closed.

    Hi Jason! Turns out my org has limited who can access the Ideas Lab so that resource will unfortunately remain out of my reach. I will share this info with our internal teams though and ask them to consider this on my team's behalf! Thanks for the outreach. :) 



    ------------------------------
    Stephanie Drinkard Molon
    Project Manager - Application Training
    ------------------------------

    Original Message


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