On the Interaction Details report, I noticed we have thousands of segments where the “Term Party” is “SYSTEM” and the “Term Reason” is “END-CHAT”. For both our email and SMS queues, all digital interactions are transferred to one user with the termination reason “END-CHAT” like this example below. This only happens when he is logged in to CX, and he never sees the interactions in his inboxes:
When Joe is not signed in to CX, digital interactions do not include this SYSTEM term party segment, just AGENT:
What is triggering this “END-CHAT” segment and how is this one user tied to the SYSTEM party?
