rafamelo | 2021-08-30 12:59:16 UTC | #1
Hi Genesys,
The field 'Disconnect type' in Interactions page (Performance->Interactions (tabular view)) shows values (EXTERNAL, AGENT, etc) that are not listed under possible values for Disconnect type as per Genesys's documentation (https://developer.genesys.cloud/api/rest/v2/notifications/available_topics) within the data feed for topic v2.routing.queues.{id}.conversations. We noticed that each participant in the interaction can have a disconnect type, which means that one interaction can have multiple disconnect types. It seems that exists a business logic that rollups the call segments into a single row and set a general value for the Disconnect Type.
I 'd like to know the business logic (algorithm) with regards to disconnect type values observed in the page Performance -> Interactions, so we can mimic this behavior in our system.
Thanks, Best Regards
rafamelo | 2021-09-22 06:40:02 UTC | #2
Any news on that?
John_Carnell | 2021-09-22 12:11:18 UTC | #3
Hey Rafael,
Sorry for the late response. We just put in a new reporting tool that helps us flag posts that are not getting a response and yours popped up. I will drop this in a couple of development chat rooms and see if I can get guidance on this.
Thanks, John
rafamelo | 2021-09-23 06:34:15 UTC | #4
Appreciate John.
Regards,
rafamelo | 2021-10-01 08:59:02 UTC | #5
Hi John. Did you got the chance to check my request?
system | 2021-11-01 08:59:39 UTC | #6
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