Summary:
Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.

Problem Statement:
The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.

In many cases, customers cannot distinguish between:
- the actual disconnect event (who ended the call), and
- the system/routing event that occurred immediately prior to termination.
- Additionally, backend session logs contain more precise information, but this is not exposed in customer-facing reporting.

Proposed Enhancement:
1. Split “Termination” into Two Distinct Fields

A. Disconnect Source (New Primary Field – Required)
- A definitive field that identifies who or what actually ended the call:
Caller Disconnected
Agent Disconnected
System Disconnected
Network/Media Failure
Timeout Expiry
Transfer Failure (final hop failure)

B. Termination Reason (Contextual Field – Existing Concept Refined)
Retain and clarify the current “Termination” field, but redefine it as:
The last known routing or system event preceding call termination.

Examples:
Queue Transfer
Agent-to-Queue Requeue
Skill-Based Routing Action
Internal System Redirect
Conference Bridge Attempt

1. Add Relationship Clarity Between Fields

Introduce reporting UI/labels that make the relationship explicit:

“Termination Reason (Pre-Disconnect Event)”

This prevents misinterpretation in reporting dashboards and exports.

1. Enhanced Call Timeline Visibility

Where possible, provide a structured event timeline per interaction:

Call Entered Queue
Routed to Agent
Internal Requeue / Transfer Attempt
Agent Connected
Disconnect Event (Source)
Termination Reason (Last System Action)

This helps correlate both fields in sequence.

Customer Impact

This enhancement would:

Eliminate confusion between routing events and disconnect ownership
Reduce misinterpretation of “Termination” as a failure or disconnect cause
Improve accuracy in QA, auditing, and escalation analysis
Reduce dependency on backend Support logs
Enable more reliable root cause analysis for short-duration calls