Determine Who Disconnected the Call

Owned by Coreen Stalnaker
Apr 08, 2024
3 min read

On occasion our clients will seek to determine who ended a call, the customer or the agent. This information can be accessed through the TLDialer Call Logs. 

Disconnect Reason: Agent

  • The User disconnected the call at some point during the call

  • The User’s internet connection is unstable, resulting in a dropped connection

  • The User refreshes the browser while logged into TLDialer causing the call to disconnect

  • The User ends the call prematurely to prevent hitting Qualification Time and attempts to call the customer back. This should be investigated by the client.

Disconnect Reason: Caller

  • Customer hangs up call

  • The vendor improperly left the call in transfer

  • Telco ended the call for an undetermined reason

  • The call drops on the customers side, potentially from a bad connection

Disconnect reasons can be found on the Call Log or within the Leads TLDialer Log

Lead Logs

  1. Locate the Lead in question and select the Logs tab at the top.

  1. Once opened select the TLDialer Tab. This will show a record of all calls that occurred for this Lead.

  1. From the Contact Timeline you will be able to review the reason why the call was ended.

Call Logs

 

  1. From TLDialer select Call Logs.

  1. Call Logs will always default to today's date. If searching for results for other days be sure to clear and update this field. Leave blank for all results (not recommended).

  1. There are several ways to narrow down this report to get specific details such as Term Reason, User, Campaign, User Group, etc. Select the Green Go to search the rep

  1. Once the filters are configured a column will need to be added for Term Reason. Select Column at the top right and search Term Reason. Add the column to the report. 

  1. When the report repopulates you will now see the column for Term Reason.Â