I have an employee I’m investigating one some of the calls logs it shows he is hanging up on customers but on one of the calls that says he hung up there was proof that the computer shut off he didn’t disconnect. Is there a log that shows if customer hung up, rep hung up, or software caused the disconnect? And how can I prove beyond a reasonable doubt. He is also a home agent so it makes it difficult because they use their own internet. I need guidance.
