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Hangup causes

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When a call ends in Talkdesk it can be classified according to its hang up cause: the reason why the call was finished.

The following are the possible values for this field:

  • IVR: caller hung up while in the IVR.
  • Waiting: caller hung up while in the waiting queue.
  • Hold: caller hung up during hold.
  • Transfer: caller hung up while being transferred.
  • Disconnected: all other hangup causes.

 

Note: On March 19th, 2018, we deprecated the following hangup causes: Offered; Handled which are now classified as Disconnected

As a replacement, we added to the Agents Scheduled Report two agent performance metrics which offer more granularity:

  • Dial Attempts
  • Agent Pickup Rate

Learn how to interpret the metrics Dial Attempts and Agent Pickup Rate.

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