Julio29 | 2023-12-04 16:28:02 UTC | #1
Dear, good day. Please support us with the following:
I have several cases of conversations where in the interactions view they are shown as disconnection type = System.
But looking at the participant level, the type of disconnection of the external participant (customer) has been "endpoint", where according to the documentation (https://help.mypurecloud.com/articles/disconnect-reasons/) it indicates that the This participant generates disconnection from the conversation.
Please can you share the logic you use in the interactions view to interpret that the general disconnection of the conversation has been: System.
Thanks in advance. Greetings
Julio Segil
tim.smith | 2023-12-04 16:33:59 UTC | #2
You can find documentation for the views here: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
If you believe either the API or the view are displaying incorrect data, please open a case with Genesys Cloud Care to investigate further as we do not have access to your org's data via the forum to perform that investigation.
system | 2024-01-03 16:34:39 UTC | #3
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