How is disconnect type calculated?

The disconnect type shown in the Interactions view is a derived value. It is not returned directly by the /api/v2/analytics/conversations/details API response. Instead, Genesys Cloud determines this value after the conversation ends by analyzing conversation segments, participant purposes, and disconnect reasons.

Is this derived value different from the disconnect reason in the interaction detail view?

Yes, this derived value differs from the disconnect reason shown at the participant or segment level in the interaction detail view.

• The interaction detail view shows participant-level disconnect information.
• The Interactions view shows a single, conversation-level disconnect type.

What are the possible disconnect types?

The disconnect type can be one of the following:

• Agent
• External
• Conversation Inactivity
• Session Expired
• System
• null

A value of null indicates that the conversation is still in progress. All other values are determined only after the conversation ends by analyzing disconnect behavior across participants, including users, customers, IVR, and ACD. 

How Genesys Cloud determines the disconnect type?

Genesys Cloud determines the disconnect type by evaluating conversation data in a defined sequence. The system processes conditions in order and stops when the first matching condition is found.

1. Check conversation status
   • Check whether the conversation has ended. If the conversation has not ended, the disconnect type is set to null.
2. Analyze participant groups
   • Genesys Cloud analyzes conversation segments from:
     • User or agent participants
     • Customer or external participants
     • IVR participants
     • ACD participants
3. Analyze user or agent segments
   • Relevant user or agent segments include:
     • Segment type: interact, hold.
     • Disconnect reasons: peer, client, endpoint, inactivity, sessionExpired.
       
       Note: User/agent transfer segments are evaluated separately.
4. Analyze customer or external segments
   • Relevant customer or external segments include:
     • Segment type: interact.
     • Disconnect reasons: endpoint, inactivity, sessionExpired.
5. Apply evaluation rules (priority order)
   1. Check for user or agent-disconnect segments
      • If user or agent-disconnect segments exist, the disconnect reason is peer, and customer segments are present, the disconnect type is External.
      • If user or agent-disconnect segments exist and the disconnect reason is inactivity, the disconnect type is Conversation Inactivity.
      • If user or agent-disconnect segments exist and the disconnect reason is sessionExpired, the disconnect type is Session Expired.
      • Otherwise, the disconnect type is Agent.
   2. Check for customer or external disconnect segments
      • If customer/external disconnect segments exist, the disconnect reason is inactivity, and no higher-priority user or agent condition applies, the disconnect type is Conversation Inactivity.
      • If customer/external disconnect segments exist, the disconnect reason is sessionExpired, and no higher-priority user or agent condition applies, the disconnect type is Session Expired.
   3. Check for both IVR and customer disconnect segments
      • If both IVR and customer disconnect segments exist and the IVR disconnect reason is peer, the disconnect type is External.
   4. Check for ACD and customer disconnect segments
      • If both ACD and customer disconnect segments exist and the ACD disconnect reason is peer, the disconnect type is External.
   5. Check for transfer scenarios with multiple customers
      • If no user or agent disconnect segments exist, user transfer segments are present, at least two customer or external participants exist, and if the first customer disconnect occurs before the other customer disconnect, the disconnect type is External.
      • Otherwise, the disconnect type is Agent.
6. Default result
   • If none of the above conditions apply, the disconnect type is set to System.