End Call controls how your agent hangs up. Without it, an agent can talk past the
natural end of a conversation, because nothing tells it the call is over.
Set it up
On the agent’s Basic Information tab, click End Call under Choose Skills.
The dialog sets the closing messages the agent uses before hanging up.
Add one or more Phrase entries, using + Add more for each extra one.
Underneath is a checkbox, Detect when the caller wants to end the call. It is
on by default.
Ending on a phrase
When the agent says one of your phrases, the call ends.
The agent is also told to avoid those phrases unless it means to hang up, and that
these are the only ways the call can be ended. That is what makes the behaviour
predictable.
Matching works the same way it does for Call Routing. It is case
insensitive, and it matches anywhere inside what the agent said as long as it sits on
whole word boundaries.
Phrases only apply to the agent. There is no option to end a call on something
the caller says. That is what the detection checkbox is for.
Pick closing lines the agent would only ever use at the end, such as “Thanks for
your time, goodbye”. A short phrase like “goodbye” can appear mid conversation and
hang up on someone.
Detecting when the caller is done
Leave the checkbox on and the agent decides for itself when the conversation is
finished, rather than waiting for a scripted line.
It looks for the caller signalling that they expect the call to end, including
farewells buried inside a longer sentence. “This sounds great, talk to you soon” is
treated as a goodbye.
Phrases give you control, detection gives you coverage. Most agents want both, which
is why detection is on by default. Turn it off only if your agent keeps hanging up
too early.
Where to go next
