Required Subscription: Genesys PureCloud
Required Permission Level: Reports and Dashboard Creator
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.
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.
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.