Call by Call -- Who iinitiated disconnect

[fonchick]

Good Afternoon,

In the Call by call data, is there a way to tell whether the agent or caller initiated the disconnect? What does the data look like for each scenario?

Thanks
Fonchick

 

[Supernn]

It's not visible...

The only thing you can be sure is that the connection has been terminated but you cannot see if it's the customer, the agent or even the system...

 

[rfwhite]

If it is a recurring problem and you have the time & patience you could probably tie dchannel capture information back to call-by-call and get the answer.

 

[Harani]

For calls that are not "answered" the system differentiates them in the reports as "Terminated" -the script hung up on them (because of out of hours etc) or Abandoned - the caller whilest listening to a message before they got put through to an agent.


But i presume you mean a call that got through to an agent. In which case i don't know.

 

[fonchick]

Thanks everyone for your replies...Yes, I do mean the calls getting through to an agent...

The dchannel messaging sounds intriguing, but a little too time consuming and it doesn't give you the historical ability -- such as can you see if Agent A disconnected the call at 4:18 pm yesterday afternoon.

Thanks again everyone for your input and ideas -- The fun games of a call center never cease to amaze me

FC