KathirAXA | 2018-05-16 13:15:56 UTC | #1
Hi,
How do we find how a chat conversation is closed? We need to know if the customer closed the chat window or it was the agent. Is there a property which can tell us this?
Regards, Kathir
KathirAXA | 2018-05-16 13:15:32 UTC | #2
I see there is a disconnecttype under participants in getconversation response. And I see values like 'Client', 'System' and 'Transfer'.
For some conversations, both the customer and agents have a disconnect type of 'System' or 'Client'. And some conversations, they have different disconnect_type. I understand 'transfer'.
What do 'client' and 'system' mean? And why it is sometimes different for each participant? I tried to find some documentation on this field, couldn't.
Please throw some light.
tim.smith | 2018-05-16 13:15:47 UTC | #3
The best way to determine how to find the difference between two scenarios is to test them and compare the analytics result. For example, I tested creating a web chat and having the agent disconnect it and another one having the customer disconnect it. I then retrieved the analytics results for those conversations and looked at them to see what was different between the two. I found that the agent's interact segment has a disconnectType of client when they disconnect it and a disconnectType of system when the customer disconnects it.
KathirAXA | 2018-05-16 13:17:50 UTC | #4
Makes sense, unfortunately I just work on the API end. Have no access to UI. Thought any available documentation would help.
Will get in touch with testing team. Thanks for your suggestion
tim.smith | 2018-05-16 13:22:12 UTC | #5
There are quite a few articles about analytics here: https://developer.mypurecloud.com/api/rest/v2/analytics/index.html
I would suggest getting access to PureCloud if you're going to be developing against it. It's next to impossible to develop a working application if you are unable to test your code.
system | 2018-06-16 13:21:16 UTC | #6
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 2869