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How to know that the call is ended from which end (SAP Contact Center/Agent or Customer )


Any there any way to identify in SAP Contact Center that the call has been disconnected form which end i.e., either from customer side or Agent side ?

Does online monitoring tool or any std. report provides this information ? if no, any way to customize or by using std. functionally this information can be extracted ?

We are finding from reports that call without any talk/recording is disconnected, call is answered on time but instantly it is disconnected and now day by day the frequency of this is increasing so it necessary for us/our management to know that is our agents have disconnected the call or customer has disconnected?

So how can we extract this information?

Thank you and best regards,

Rajeev Srivastava

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  • Posted on Oct 22, 2019 at 08:38 AM

    Hi Rajeev,

    Try the following. Open Monitor , contact view and then search for the call in question. Once you located the call look at the following. To the far left of the call in question there will be a number assign (I think in blue) - Click the number. Look at the event disconnected and see whats the corresponding text in value 1. If is reads "Disconnected" "Agent;1 " then the call was released by the agent . If it reads "Disconnected" ";1"then the call was released by the caller.

    See attached agent release example

    Hope this helps

    agent-release.png (29.4 kB)
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