How to can i check if an agent is hanging up on callers

[bostontechie]

Hello,
how would I be able to search if an agent has hung up on a caller?
I tried to search on historical reporting but it doesn't come back with anything.

I have Cisco Contact Center Express 8.0.2

 

[EssPeeEff]

Run a query against the termination table for the agents calls.

If a typicall call consits of 3 lines on the termination table, call dispostions of:

13
52
13

Have from our testing shown to be the agent has terminated the call

Dispositions of

13
13
13

Have shown to be customer terminates call.

Worh bearing in mind that 50/50 of all inbound calls show the above 2 options, as it really all depends who 'hangs up 1st', agent or customer.

Probably best to use the above information in conjunction with calls which have low/no talk time, and happens repeatedly.

Hope this helps

 

[bostontechie]

Hello EssPeeEff,
Thanks for the reply to this question.
where would i see this disposition 13 code?

I used RTMT to retrieve Call manager CTI Manager and Cisco Call Manager dumps.
I couldn't find the disposition 13 code.