Genesys Cloud CX

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  • 1.  Disconnect Reasons

    Posted 12-01-2022 14:36
    Does anyone know what the Disconnect Reason, Peer -Session is Inactive, means?  I have not see it before and it is not in the help file.  Thank you.
    #QualityManagement

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    Sharon Pagan
    Coca-Cola Company Business Services North America LLC
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  • 2.  RE: Disconnect Reasons

    Posted 12-01-2022 14:56
    Hi Sharon -
    I had the same question and worked with Genesys Care to try and determine the difference between "Client" and "Client - Session is Inactive". Here's where we landed:

    • If the disconnect reason is "Client", then this means the either the customer or agent disconnected the call. 
    • If the disconnect reason is "Client - Session is Inactive", then this is a catch-all disconnect code meaning one or both parties disconnected, but the system is unable to determine a specific reason. 
    If anyone else has any more info on this, I'd be interested to learn more!
    Hope this helps!

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    Cory King
    IT Lead
    Interstate Gas Supply, Inc.
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    Original Message