When viewing detailed call information in Analytics+, Admins can see data about each user's calls, including (in some cases) who disconnected the call. However, the Disconnected by field may sometimes appear blank.

Symptom

Admins may notice that the Disconnected by field is empty for certain calls when drilling down into Outbound, Inbound, or Total Calls reports in Analytics+.

Cause

The Disconnected by field only populates for specific call scenarios:

  • Outbound calls that are answered by either a person or a message/voicemail.
  • Inbound answered calls that are connected directly to a Classic number.

Inbound calls originally made to an IVR number using legacy routing will not display any value in this field. For more information, please visit our article Understanding Call Routing

Note: This behavior is due to limitations in legacy routing. Calls handled through IVRs on legacy routing do not capture disconnect data.

Solution

The Disconnected by field will not show values for:

  • Outbound calls that are not answered by a person or voicemail
  • Inbound calls that are not answered

To start seeing values in this field for inbound calls using IVRs, make sure your numbers are under Smartflows routing.