Who disconnected the call

Unanswered Question
Mar 27th, 2007

Does anyone know of a way to determine whether it was the agent or the caller who disconnected the call? We have an agent we think is hanging up on callers.

I have this problem too.
0 votes
  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 5 (1 ratings)
Loading.
adignan Tue, 03/27/2007 - 06:56

This would have to be obtained through the CallManager debugs. Please enable detailed debugging on your callmanagers, locate the calls for this agent, see if a skinny event of the agent ending the call is present before the disconnect event.

please rate helpful posts

CT.Anderson Tue, 03/27/2007 - 07:16

Thanks, that's exactly what I needed. We had looked at TCD and weren't seeing any irregularities in the Call Disposition.

david.macias Tue, 03/27/2007 - 06:57

I don't think this is possible, silent monitoring is there for this particular reason (agent quality). You could spend some time looking at reports and trying to extrapolate from it some conclusions based on avg talk time.

david

lpezj Tue, 03/27/2007 - 07:05

What IPCC version are you using, Express or Enterprise? If you are using Enterprise try to look at the Termination_Call_Detail table and try to take a look to the 'CallDisposition' Field. In the ICM help you can get an explanation of all the possible values.

Hope this helps,

Juan Luis

Actions

This Discussion