Required Subscription: Genesys PureCloud
Required Permission Level: Reports and Dashboard Creator
Genesys Cloud has a variety of disconnect reasons and outcomes that may require explanation. Below is a list with definitions to help you better understand your data.
Disconnect reasons
| Reason | Definition |
|---|---|
| Client | The Genesys Cloud user interface caused the disconnect. For example, an agent clicked End Call during a voice interaction or discarded an email interaction. |
| Conference Transfer | The Genesys Cloud user transferred the conversation to a conference. |
| Consult Transfer | The Genesys Cloud user started a consult transfer. |
| Endpoint | A user's endpoint caused the disconnect. For example, the user hung up their physical phone or the browser closed while using the Genesys Cloud WebRTC phone. |
| Error | An error in the provider caused the disconnect. |
| Forward Transfer | A transfer to forward the interaction caused the disconnect. |
| No Answer Transfer | A transfer after an alerting timeout caused the disconnect. |
| Not Available Transfer | A transfer due to a not-available status caused the disconnect. |
| Other | A segment disconnected for reasons not covered by the other categories. |
| Peer | Another participant in the conversation caused the disconnect. For example, the customer hung up. |
| Spam | AWS spam filtering marked an email interaction as spam, and Genesys Cloud disconnected that interaction. |
| System | The cloud or the provider caused the disconnect. |
| Timeout | A system (dialing) timeout caused the disconnect. |
| Transfer | A transfer caused the disconnect. |
| Transport Failure | An ICE failure caused the disconnect. |
Outcomes
| Outcome | Definition |
|---|---|
| Abandoned | The caller hung up while the interaction was ringing or in the queue. |
| Handled | The interaction was answered. |
| Not Responding | The interaction was not answered within the maximum number of rings. |
For a full list of Brightmetrics fields and their definitions, visit our Data Definitions Page.
Questions or feedback? Please email us at support@brightmetrics.com.