Last Agent Disconnect

Last Agent Disconnect

Whether the last agent in the interaction disconnected before the customer:

If the agent was the last agent in the interaction and disconnected before the customer, 1 is reported.

If the agent wasn’t the last agent in the interaction or the customer disconnected first, 0 is reported.

In other words, if there are multiple agents who join and disconnect during an interaction, 1 is only counted for the last agent if that agent disconnects before the customer.

Last Agent Disconnected First applies to voice interactions only. For all other channels, 0 is displayed.

Consider the following scenario:

Agent A is talking to a customer and Agent A adds Agent B as a participant. Agent A disconnects.

Now, only Agent B is in the interaction with the customer. At the end of the interaction, Agent B disconnects before the customer.

The Last Agent Disconnected First values for the agents in this interaction are:

Agent A: 0 because they weren't the last agent in the interaction.

Agent B: 1 because they were the last agent in the interaction, and they disconnected before the customer.