Measure calls disconnected and calls hung up

POM measures the calls disconnected by the customer and the calls hung up by the system before the agent-customer interaction. The POM Driver CCXML application is responsible for making an outreach attempt, detecting call disconnection events, and marking the completion code. A new completion code is introduced to distinguish the calls disconnected by the customer and by the system in agent based and agentless outreach attempts.

Reports like Campaign Detail report, Completion Code Summary report, and Completion Code Trend report display the Disconnected_By_User and Disconnected_By_System completion codes, along with the number and percentage of calls disconnected by the user or the system.

If the disconnect event is received while playing the nuisance application, the nuisance calls are also disposed as either Disconnected_By_User_NuisanceApp or by Disconnected_By_System_NuisanceApp. However, the nuisance calls are measured by the Nuisance flag only. An administrator can export the outreach attempts data for calls disposed as Disconnected_By_User_NuisanceApp or Disconnected_By_System_NuisanceApp.

Calls disconnected by a user

A user might disconnect a call during call classification or while playing a nuisance application. Typically, the platform raises the far end disconnect event in the following cases:

• When the customer hangs up the call.

• Network error occurs on the customer leg in the PSTN network.

• Gateway drops the customer calls due to resource constraint, or network failures, which, in turn sends a BYE to MPP.

On receiving the “far end disconnect” event message before agent-customer interaction, POM Driver application classifies the call as “Disconnected by the User”. The POM Driver application then updates the completion code for that contact with the Disconnected_By_User code in database. POM will continue to classify customer hung-ups before a notification is played to the customer in agentless campaigns as Disconnected_By_User.

Calls disconnected by the system

The system might disconnect a call during call classification or while playing nuisance application. The platform raises the near end disconnect event in the following cases:

• Call disconnection from the MPP, due to resource constraints or network failures after the call connects.

• CCXML invoking the disconnect element for the customer call, which in turn raises connection.disconnect event with the “near end disconnect” reason.

On receiving the “near end disconnect” event message before agent-customer interaction, the POM Driver application classifies the call as Disconnected by the System. The POM Nailer application then updates the completion code for that contact with the Disconnected_By_System code in database.

The notification campaigns have an additional disposition Disconnected_By_System to capture calls hung up by the system before notification is played to the customer.