John.Morgan | 2018-01-22 16:28:34 UTC | #1
Is there anything we can use in purecloud to determine which participant initiated the disconnect for purposes of reporting?
Example: Agent hangs up on call, customer hangs up in IVR, or IVR terminates call
tim.smith | 2018-01-22 20:20:29 UTC | #2
See this post for more info: https://developer.mypurecloud.com/forum/t/disconnecttype-of-outdatedsdkversion/469/7
John.Morgan | 2018-01-23 03:19:09 UTC | #3
Not quite what I mean. A different Genesys product uses Remote Disconnect and Local Disconnect states to mark which party initiated the teardown of the call interaction. The business case is to combine agent-initiated disconnects with an existing speech analytics integration to find keyphrase matches with acceptable reasons to drop calls, and if not, flag the call for Quality review. Does Purecloud have an equivalent feature?
[details=Other Post]
tim.smith, post:8, topic:469, full:true
- client - the disconnect was triggered by UI or public API on this participant (i.e. disconnected self)
- peer - the disconnect was triggered by another participant in the conversation (i.e. you were the last party in the call)
- endpoint - the disconnect was triggered by the media endpoint for this participant (i.e. phyiscal phone hung up)
- system - the disconnect was triggered by the system
- transfer - the disconnect was the result of a transfer that replaced the participant
[/details]/
tim.smith | 2018-01-24 17:00:39 UTC | #4
If you want to find agent-initiated disconnects, look for the disconnectType of client or endpoint.
system | 2018-02-24 17:05:54 UTC | #5
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