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Jul 01, 2019 at 11:54 AM

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

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Hi,

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