When a call ends in Talkdesk it can be classified according to its hangup 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.
- Abandoned Disconnected:
- Example 1 - On a classic routing scenario (legacy), when the call is abandoned while on the initial greeting (and there is no IVR configured and only a greeting is associated with the number), the hangup cause is set as “disconnected”. In Studio, a call is considered “abandoned disconnected” when the call is abandoned before the IVR.
- Example 2 - There are other exceptions where a call can be classified as “abandoned disconnected”, for example: unsuccessful Intelligent reconnect (see the article Intelligent Reconnect); a call is abandoned while on the voicemail prompt.
- Abandoned Disconnected:
Note: The following hangup causes were deprecated on March 19th, 2018: Offered; Handled. They 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.