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  • 1.  Outbound campaign call from queue said it was abandon by customer in interaction report but timeline said the it was disconnected by system from the queue

    Posted 03-12-2025 09:48
    No replies, thread closed.

    There a interaction for a outbound campaign call where looking at the interaction report the abandoned column said yes indicating it was disconnected by the customer but the timeline shows the disconnect reason as "system" and this was for the queue. Customer can be heard saying hello but no agent answered or was alerted to the call.

    Does that still mean the customer disconnected the call even thou the timeline said the queue was where it was disconnected from? 


    #Reporting/Analytics
    #Unsure/Other


  • 2.  RE: Outbound campaign call from queue said it was abandon by customer in interaction report but timeline said the it was disconnected by system from the queue
    Best Answer

    Posted 03-12-2025 10:18
    No replies, thread closed.

    Hi Jason

    The disconnect reason "System" in the timeline is has a definition of: The cloud or the provider caused the disconnect. Disconnect reasons in the interaction's detail view and is showing as abandoned because it disconnected before it was answered by an agent.  But you would need to raise a case with care to understand exactly what happened on the interaction as they will be able to check the logs and timings.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Outbound campaign call from queue said it was abandon by customer in interaction report but timeline said the it was disconnected by system from the queue

    Posted 03-12-2025 14:20
    No replies, thread closed.

    Would the outbound compliance threshold be the reason for the system disconnect? I notice it the time the customer was on the line was longer than the default 2 seconds


    Original Message


  • 4.  RE: Outbound campaign call from queue said it was abandon by customer in interaction report but timeline said the it was disconnected by system from the queue

    Posted 03-14-2025 10:00
    No replies, thread closed.

    It shouldn't disconnect due to compliance abandons. 

    What's the inqueue flow like for the campaign queue? How long do you wait in queue? What happens after the in queue wait time is  up? 



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    Eric Berkshire
    NA
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    Original Message


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