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How interactions are dispositioned using segment detail data

The system derives an Interaction disposition from segment detail data. The default, minimum dispositions are most accurate with two party interactions. For example, less data is available to evaluate when an interaction becomes part of conference. When an interaction is transferred to IVR, the disposition is not meaningful.

DB Value Logged	Scenario
1	Interaction never connected to a user or station. If the interaction is never connected to the user or station, it receives a disposition value of 1 in the database. Tracker receives the connect segment only the interaction state goes to connected. The special cases excluded are: a. If it is waited in the queue or delay segment and remotely disconnected it is dispositioned as 'Remote Disconnect when Waiting in Queue'. b. If it waited in the queue or delay segment and disconnected by user/system or internal disconnect then it is dispositioned as 'Local Disconnect when waiting in Queue' c. If it alerted the user/station and remotely disconnected it is dispositioned as 'Remote Disconnect when alerting user/station'. d. If it alerted the user/station and disconnected by user/system it is dispositioned as 'Local Disconnect when alerting user/station'.
2	Remote Disconnect when waiting in Workgroup Queue. This is irrespective of interaction is connected or not, so long as the last segment is delay segment/waiting in the Workgroup queue and it is remotely disconnected.
3	Local Disconnect when waiting in Workgroup Queue. This is irrespective of interaction is connected or not. As long as the last segment is delay segment/waiting in the Workgroup queue and it is remotely disconnected, we disposition as this.
4	Remote Disconnect when alerting user/station. This is irrespective of interaction is connected or not, so long as the last segment is alert segment and it is remotely disconnected.
5	Local Disconnect when alerting user/station. This is irrespective of interaction is connected or not, so long as the last segment is alert segment and it is locally disconnected by user or system.
6	Connected – Remote Disconnected. This disposition is assigned if final connect segment is disconnected by the remote party. The connect segments considered for this dispositions are connect, held, suspend and consult. ("Consult" is the consult call's segment type, not the connect that was logged as consult segment type).
7	Connected- Local Disconnected. If final connect/Held segment is disconnected by the local user, it is dispositioned as this. The connect segments considered for this dispositions are connect, held, suspend and consult. ("Consult" is the consult call's segment type, not the connect logged as consult segment type).
8	Unknown. This disposition is assigned if the interaction did not match any one of the above disposition conditions. If the interaction terminated in a conference, the disposition is also logged as Unknown.