Hi,
How do we find how a chat conversation is closed? We need to know if the customer closed the chat window or it was the agent. Is there a property which can tell us this?
Regards,
Kathir
I see there is a disconnect_type under participants in get_conversation response. And I see values like 'Client', 'System' and 'Transfer'.
For some conversations, both the customer and agents have a disconnect type of 'System' or 'Client'. And some conversations, they have different disconnect_type. I understand 'transfer'.
What do 'client' and 'system' mean? And why it is sometimes different for each participant? I tried to find some documentation on this field, couldn't.
Please throw some light.
The best way to determine how to find the difference between two scenarios is to test them and compare the analytics result. For example, I tested creating a web chat and having the agent disconnect it and another one having the customer disconnect it. I then retrieved the analytics results for those conversations and looked at them to see what was different between the two. I found that the agent's interact segment has a disconnectType of client when they disconnect it and a disconnectType of system when the customer disconnects it.
Makes sense, unfortunately I just work on the API end. Have no access to UI. Thought any available documentation would help.
Will get in touch with testing team. Thanks for your suggestion
There are quite a few articles about analytics here: https://developer.mypurecloud.com/api/rest/v2/analytics/index.html
I would suggest getting access to PureCloud if you're going to be developing against it. It's next to impossible to develop a working application if you are unable to test your code.
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