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In a conversation detail job results, how can I identify the mails that agents disconnect?

I know they have segments with "disconnect" = "client" but I'm not sure in what segment to look.

I thought it was the last segment of the last session of an agent participant. But that isn't true either.

There is mentioning in this forum of a disconnectReason but that never appears. Maybe just in calls.

Hi @Adriaan Bogaerts,

I have not in hand a enviromente to test but try apply first a filter "purpose"="agent", then check "disconnect" = "client", may be this will give you a better view to check disconnected mail by an agent. I am assuming all your interactions are ACD mail.

Regards,

SG

Thanks Garcia. This works, except agents can also disconnect alert segments apparently. So for this filter, it needs to exclude alerts.

Annoying that there exists no filter in the interactions view for abandoned mails by agents, to compare with.

Like, how are supervisors supposed to know which agents just delete mails?

Regards

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Adriaan Bogaerts
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For email in a Conversation Detail Job, the most reliable way is:

• Find the participant with purpose = "agent"

• Inside it, locate the last segment (by segmentEnd)

• If that segment has disconnectType = "client", it indicates the agent ended/disconnected from the UI (e.g., End/Discard).

disconnectReason usually doesn't show up in these payloads (especially outside voice), so people typically rely on disconnectType.