Hi Team,
I would like to know from where I can get the disconnect Type column information from the Platform API calls.
Please find the attached image for your reference. This can be seen on Interactions report page.
Thanks,
Abhijeet Hivarkar
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Hello,
The Performance - Interactions view leverages the Analytics Conversation Details.
The disconnectType attribute is provided for each of the participants in the Conversation Details.
You can leverage GET /api/v2/analytics/conversations/{conversationId}/details to get a conversation by id.
Or you can perform a query for conversations details:
- using POST /api/v2/analytics/conversations/details/query for a query for conversation details (synchronous)
- or using POST /api/v2/analytics/conversations/details/jobs for an asynchronous query for conversation details
Regards,
Hi Jerome,
Thanks for prompt response.
We currently consume the conversation detail rest api end point and we have that disconnect Type tag mapped into our database however the value residing in that column do match with DisconnectReason value on the portal UI (See the attached screenshot) which is different from the previous screenshot I shared.
So technically we have that column in our database but it is different from what is getting displayed on portal under Disconnect Type column.
I have shared two screenshot of same interaction one is summary view and other is details view. On both these screenshot we have something called DisconnectType(Summary view) and DisconnectReason(Detail view). We do match our values with DisconnectReason in detail view but not on Summary view. We are looking for the summary view disconnecttype value from the api responce.
Summary View:-
Details View:-
Regards,
Abhijeet Hivakrar
It is not part of the API but the Genesys Desktop UI processing the disconnectType values.
Example:
If internal participant (the Contact Center Agent) is equal to peer, and the external (the customer) is equal to endpoint --> it means the customer hung up. Therefore "External" on the UI.
If internal participant (the contact center agent using Genesys Web Desktop with WebRTC) is equal to client, and the external (the customer) is equal to peer -> it means the agent hung up. Therefore "Agent" on the UI.
I don't think the mapping done by UI is documented somewhere.
But this link shows the possible values in the Genesys Desktop UI: https://help.mypurecloud.com/articles/disconnect-reasons/
Regards,
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Thank you so much for such informative sharing. I will get back to you if anything more is needed.
It will be great if you can share in which column we can get value for "the contact center agent using Genesys Web Desktop with WebRTC" or "Internal Participant" or "External Participant" from the api endpoint.
Hello,
I am not sure I understand what you mean by which column.
If you retrieve the conversation context or the conversation details of a conversation, the structure contains a collection of participants (who participated/were involved in this conversation).
Each participant structure has a "purpose" attribute, which defines the type of participant. It can be "customer" or "external" (for an external participant), "acd" (for the ACD Queue), "agent" (for a Contact Center Agent).
That's what I meant by internal participant, external participant.
You can find some information on the conversation structure on this page.
Then, you can also find a "disconnectType" attribute for each of these participants (under segments)
The possible values are listed in the successful response (200 OK) of the Query for conversation details.
disconnectType: (string) The session disconnect type. Valid values: client, conferenceTransfer, consultTransfer, endpoint, error, forwardTransfer, noAnswerTransfer, notAvailableTransfer, other, peer, spam, system, timeout, transfer, transportFailure, uncallable.
That's what I was referring to in my previous answer - value equal to peer, client, ...
As a side note, I am currently out of office (I will be away for the next 2 weeks).
So if you have other questions, I would suggest to create a new post/thread so that people can see there is a pending question.
Regards,
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