Genesys Cloud - Main

I am having a difficult time wrapping my head around disconnect reasons and i am trying to better understand them.

So, my example here is we have a consultant with an ended call that says "Client - Session is inactive" and the customers portion says "Peer", so i was taught that the combination of these two means that the Client (web Gui or desktop ui) did not take the call due to inactivity and the Peer on the Customer portion points back to who they were peering with this case the Consultant. which i believe matches up with my reading and rereading of this page Disconnect reasons in the interaction's detail view - Genesys Cloud Resource Center (mypurecloud.com)

• A disconnect reason of "Client – session is inactive" for the agent means they disconnected the call or the system disconnected it?
• A disconnect reason of "Peer" meant another person on the call, i.e., the agent, disconnected the call?

That would point to the agent disconnecting the call. are there any additional indicators in the conversation details Api that would help find the direction/cause of the disconnect.?

#Unsure/Other

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Nicholas Carpenter
Bright Horizons Family Solutions LLC
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Hard question.  Simple answer is Client is USUALLY the agent disconnecting and Peer is usually the customer.  Now, that works fine for single phone calls.  When it comes to multiple calls transfers different flows and other factors that can really throw off what is shown in the display. If you consider asynchronous communications that throws a whole new aspect into how things disconnect and what is considered as a disconnect.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 10-25-2022 10:45
From: Nicholas Carpenter
Subject: Help me Understand disconnect reason.

I am having a difficult time wrapping my head around disconnect reasons and i am trying to better understand them.

So, my example here is we have a consultant with an ended call that says "Client - Session is inactive" and the customers portion says "Peer", so i was taught that the combination of these two means that the Client (web Gui or desktop ui) did not take the call due to inactivity and the Peer on the Customer portion points back to who they were peering with this case the Consultant. which i believe matches up with my reading and rereading of this page Disconnect reasons in the interaction's detail view - Genesys Cloud Resource Center (mypurecloud.com)

• A disconnect reason of "Client – session is inactive" for the agent means they disconnected the call or the system disconnected it?
• A disconnect reason of "Peer" meant another person on the call, i.e., the agent, disconnected the call?

That would point to the agent disconnecting the call. are there any additional indicators in the conversation details Api that would help find the direction/cause of the disconnect.?

#Unsure/Other

------------------------------
Nicholas Carpenter
Bright Horizons Family Solutions LLC
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