What do the Genesys Cloud Disconnect Reasons and Outcomes mean? 

 Genesys Cloud has a lot of disconnect reasons and outcomes that may require an explanation. Below is a list of those with their definitions to help you better understand your data. 

 

Disconnect Reasons

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

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 max number of rings. 

 

For a full list of Brightmetrics fields and their definitions, please visit our Data Definitions Page.  

Questions or feedback? Please email us at support@brightmetrics.com.

 

 

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