Why do chat events show "End-User Disconnected" even though the end user did not disconnect the chat session?
Oracle Service Cloud
The only significance of this entry in the chat events table is to show when the end-user was disconnected from the chat session. This event does not reflect who terminated the chat.
To determine the specific termination method that was used for the chat ID you are reviewing, view the termination event in the chats table.
One approach is to use the Termination Event column in the Chat Audit Report (report ID: 3047).
For additional information on termination events, please see: