We currntly use the daviker system and have an issue wheerby in the event that an agent cuts clients off i don't have the facicilty on the system to idntify who cut the call off i.e. the aent or the client. what I'd like to know is 1\ does your system provide this information and how accurate is it. 2\ if your current system dos, thn how is it reading the cause value to dentify this 3\ for those of you who like myself don't have this facilty, then how do you over cme this in terms of aking action against the agent.
Cutting calls off
Call Centre Helper Forum » Technology
(2 posts)
This is a pretty standard requirement of knowing which end is disconnecting the call. We differentiate it as LOCAL_HANGUP (Agent) and REMOTE_HANGUP (Lead) . Reporting and filtering can be done on these. I am surprised the solution you have does not have this?
Posted 9 months ago
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