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Session closure reasons

When a session in the conversation is closed, the system identifies the reason and populates the value in the msdyn_ocsession table. The closure reasons with their description are as follows.

Value Label Description
192350000 Default Indicates that no other closure reason is applicable.
192350001 AgentReject Indicates that the customer service representative (service representative or representative) declined the conversation.
192350002 AgentTimeout Indicates that the representative didn't respond to the conversation notification within the allotted time.
192350003 ConversationTimeout Indicates that the conversation session ended because of a time out.
192350004 AgentClosed Indicates that the representative ended the session, which means the representative selected the X icon on the session tab.
192350005 ConversationClosed Indicates that the conversation session was closed.
192350006 AgentTransferred Indicates that the conversation was transferred to another representative.
192350007 AgentDisconnected Indicates that the representative was disconnected from the conversation.
192350008 AgentReRouted Indicates that the conversation was reassigned.
192350009 VirtualAgentClosed Indicates that the AI agent has closed the conversation.
192350010 AgentTransferToQueue Indicates that a representative has transferred the conversation to a different queue.
192350011 SupervisorAssignToQueue Indicates that a supervisor has manually assigned the conversation to a different queue.
192350012 SupervisorTransferToAgent Occurs when a supervisor transfers a conversation to a representative.
192350013 SystemReject Indicates that the system has rejected the conversation.
192350014 ForceClose Indicates that the supervisor forcibly closed the conversation.
192350015 OverflowQueueTransfer Occurs when a conversation is transferred from an overflowing queue to another queue.
192350016 OverflowEndConversation Occurs when a conversation ends because of overflow.
192350017 AddAgentFailed Occurs when an attempt to add a representative to a conversation fails.
192350018 AutoClose Occurs when an expired conversation is automatically closed.
192350019 SecondaryChannelClosed Occurs when a secondary channel is closed.
192350020 CustomerDisconnect Occurs when a customer disconnects from a conversation.
192350021 AgentEndConversation Occurs when a representative ends a conversation.
192350022 CustomerEndConversation Occurs when a customer ends a conversation.
192350023 QueueTransfer Occurs when the representative transfers a conversation to a different queue.
192350024 InqueueOverflowQueueTransfer Occurs when in-queue overflow triggers the transfer of conversation from one queue to another and this action closes the previous session.
192350025 InqueueOverflowEndConversation Occurs when in-queue overflow ends the conversation.
192350026 BotTransferToAgent Indicates that the AI agent has escalated the conversation.
192350027 BotEndConversation Indicates that the agent has ended the conversation.
192350028 BotCallFailureEndConversation When agent plays a message to the caller because of some internal failure and conversation ends.
192350029 BotCallFailureExternalTransfer When agent transfers the call to an external phone number because of some internal failure and conversation ends.
192350030 BotCallFailurePromptAndEscalate When conversation isn't ending as caller hears a prompt, wait music, and then sent to the default fallback queue where the caller is transferred to a representative or handled according to the behavior defined for the fallback queue.
192350031 BotCallFailureEscalate When conversation isn't ending as caller hears wait music, and is sent to the default fallback queue, where the caller is transferred to a representative or handled according to the behavior defined for the fallback queue.

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