When exploring disconnection reason purecloud, it's essential to consider various aspects and implications. Disconnect reasons in the interaction’s detail view. Genesys Cloud's interaction detail view displays disconnect reasons for each segment of a call or chat. It includes internal and external participant disconnect reasons for the entire interaction.
What do the Genesys Cloud Disconnect Reasons and Outcomes mean?. Genesys Cloud has a lot of disconnect reasons and outcomes that may require an explanation. Below is a list of those with their definitions to help you better understand your data. Disconnect Type in Interactions | Genesys Cloud - Developer Community!.
In simpler terms, if the external party's disconnect reason is "peer," it's a local disconnect; otherwise, it's a remote disconnect. From another angle, this documentation might be useful if you need to build a more custom or granular way to classify disconnects beyond the basic "remote" and "local" categories. In relation to this, disconnect interactions - Genesys Cloud Resource Center.
In relation to this, this tool allows you to disconnect an interaction that you determine is stuck or, for whatever reason, does not disconnect and clear from the queue. Disconnect Reasons | Genesys Cloud - Main. In this context, specifically, how do I determine where the disconnection occurred on the agent's side, what steps or troubleshooting can I take to identify the cause of the issue and pinpoint what might have caused the agent's call to malfunction? An agent ended the interaction, but the disconnect reason says end-user ....
If the agent ended the interaction from a headset instead of the Genesys Cloud user interface, then the disconnect reason can appear as “end-user” because the system interprets the disconnect request as coming from an outside source. View an interaction’s Details tab - Genesys Cloud Resource Center. Another key aspect involves, both the internal and external participant metrics include a disconnect reason that indicates why the interaction ended. For more information, see Disconnect reasons in the interaction’s detail view. The percentage of time during the interaction where only the customer is talking.
Flows Destinations view - Genesys Cloud Resource Center. Furthermore, click a specific entry, exit, or disconnect reason to filter the sections by that reason. When you filter by a reason, the view updates the current data and adds more columns. The timeline shows the disconnect reason for each segment.
Disconnect reasons describe whether the user, system, peer, transfer, timeout, or other cause disconnected the call or chat. Furthermore, class: PureCloud::DisconnectReason - rubydoc.info. # phrase ⇒ Object Human readable English description of the disconnect reason.
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