On Converse CX using reports is there a way to Identify if an agent or the customer were the one who ended a interaction.
It would be useful in identifying why some of our calls are very short in the system (usually callback’s) and would help us know if we need to look at our dialogues, or if there is a training issue occurring.
Hi Guy,
You can determine if the agent ended the call first by clicking into the Interaction and then Events. You will see an “End call” event. This mean the agent clicked the hangup button.
If the caller ended the call first, you will see an event with the callers phone number and something like:
+03303336100
Call Status:completed
SIP Status:200 OK
Hope that helps.
Regards,
Jonathan Gunner.