Genesys Cloud - Main

Is there a way to determine if a call is terminated by an agent, the customer, or technical fault?

Hi @Heather Walton ,

Yes there is. You can look at the disconnect reason on the page for an interaction (https://help.mypurecloud.com/articles/interaction-detail-page/), and agents can also see disconnect reasons in their call history.  

Here are the definitions: https://help.mypurecloud.com/articles/disconnect-reasons/ 

I have one important caveat: if an agent uses a headset to disconnect the interaction instead of the UI, it can appear as "end-user" in the disconnect reasons because the Edge interprets the disconnect as coming from outside PureCloud (https://help.mypurecloud.com/faq/agent-ended-interaction-disconnect-reason-says-end-user/).

@Heather Walton - I'd love to learn more about what you do with that information?  Do you use it to in conjunction with call monitoring ("that was abrupt - who hung up?"), or to follow up on customer complaints ("that agent hung up on me!") or other reasons?  Thanks!  

@Rebecca Gibson  its a combination of 2 things -

1 - Agent management and addressing potential performance issues. Though at this stage purecloud doesn't have the level of detail for us to easily identify repeat offenders. Historical systems I have used been able to capture all calls terminated for a day either  with parameters around the duration of the call. This is super helpful for performance management, and when identifying reasons for staff to have lower than normal AHT results.

2- We have had significant issues with Purecloud over the last 2 weeks and calls dropping out. While troubleshooting its important to understand which terminations are user driven vs system issues.