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End-user Disconnected chat event
Answer ID 9782   |   Last Review Date 01/29/2019

Why do chat events show "End-User Disconnected" even though the end user did not disconnect the chat session?

Environment:

Chat
Oracle B2C Service

Resolution:

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:

Answer ID 8298: Brief definition of chat termination events

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