Hello Janine,
The short answer is that that is not really an error where something went wrong, such as a call being dropped. If you see that, you should be able to ignore it. I've talked to a few subject matter experts in the past and the exact details on what triggers that 'error' tend to happen after the agent leg attempts to disconnect from a call after the remote end has already begun the process of tearing down the call.
From https://help.mypurecloud.com/articles/disconnect-reasons/:
Client – Session is inactive A voice provider error caused when a user attempts to work with a call that has already been disconnected.
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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 03-20-2025 10:49
From: Janine Ankney
Subject: Seeing this error on interaction reporting: error ininedgecontrol session inactive
We are seeing this error on our interaction reporting. It is not for all interactions, there does not seem to be a pattern to it. Searched through the resources and was not able to find a clear definition or cause for this occurring. Any insight or feedback would be greatly appreciated.
#Routing(ACD/IVR)
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Janine Ankney
Omni Solutions Lead - Genesys
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