Disconnect Type -> Business Logic for the UI Performance -> Interactions

Genesys Cloud Integrations
1

Hi Genesys,

The field 'Disconnect type' in Interactions page (Performance->Interactions (tabular view)) shows values (EXTERNAL, AGENT, etc) that are not listed under possible values for Disconnect type as per Genesys's documentation (https://developer.genesys.cloud/api/rest/v2/notifications/available_topics) within the data feed for topic v2.routing.queues.{id}.conversations. We noticed that each participant in the interaction can have a disconnect type, which means that one interaction can have multiple disconnect types. It seems that exists a business logic that rollups the call segments into a single row and set a general value for the Disconnect Type.

I 'd like to know the business logic (algorithm) with regards to disconnect type values observed in the page Performance -> Interactions, so we can mimic this behavior in our system.

Thanks,
Best Regards

2

Any news on that?

3

Hey Rafael,

Sorry for the late response. We just put in a new reporting tool that helps us flag posts that are not getting a response and yours popped up. I will drop this in a couple of development chat rooms and see if I can get guidance on this.

Thanks,
John

1 Like
4

Appreciate John.

Regards,

5

Hi John. Did you got the chance to check my request?

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