When drilling down on Outbound, Inbound, and Total Calls in Analytics+, Admins are able to view more data about each of their Users' calls, including, in some cases, who the call was disconnected by.
Symptom
Admins may see, in some other cases, that the Disconnect by field is blank.
Cause
It is important to note that this field will only have data for Outbound calls that are either answered by a person, or answered by a message/voicemail, and Inbound Answered calls that connected directly to a Classic number. Currently, Inbound calls that were originally made to an IVR number with our legacy routing will not have a value in this field.
Solution
At this time, the Disconnect by field will not show values for any Outbound calls that are not answered by a person or message/voicemail, or any Inbound calls that are not answered.
However, by migrating any numbers currently on our legacy routing to our Smartflows routing, you will begin seeing values in the Disconnect by field for answered inbound calls to Smartflow numbers which use IVRs.