03-27-2007 06:53 AM - edited 03-14-2019 12:41 AM
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.
03-27-2007 06:56 AM
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
03-27-2007 07:16 AM
Thanks, that's exactly what I needed. We had looked at TCD and weren't seeing any irregularities in the Call Disposition.
03-27-2007 06:57 AM
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
03-27-2007 07:05 AM
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
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide