Who disconnected the call

CT.Anderson · ‎03-27-2007

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.

adignan · ‎03-27-2007

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.

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CT.Anderson · ‎03-27-2007

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

david.macias · ‎03-27-2007

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

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lpezj · ‎03-27-2007

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