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Multiple Stuck Interactions Suddenly Populating

  • 1.  Multiple Stuck Interactions Suddenly Populating

    Posted 07-20-2018 11:18
      |   view attached
    ​Hi All,

    Early this morning, seemingly out of nowhere, we at Bright Horizons found multiple interactions "stuck" in multiple queues across multiple lines of business in PureCloud. The odd thing is, when looking at the Queues Activity page, there is a 0 count for interactions waiting and current interactions, but on the same page where the interaction detail is listed for interactions waiting and current interactions, it shows several pages of interactions all of which have a duration of 19+ days. I've attached a screenshot as an example.

    We're working to collect the necessary information to submit a ticket as well as attempt to disconnect these interactions, but we wanted to see if anyone else is experiencing anything similar? Any insight is greatly appreciated!


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    Trey Smith
    Bright Horizons Family Solutions LLC
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  • 2.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-21-2018 06:02

    Hey there,

    I have the same issue over two different organisations, so I think it would be safe to assume it's a bit of a widespread issue.

    That being said, after my investigations, all of the interactions showing are all already closed and disconnected, and it's only a display issue and not affecting any actual reporting, forecasting etc.  It is also not affecting any routing or live interactions 

    I have submitted a ticket for this one too, but things like this usually get fixed up pretty quickly. 

    Hope that helps!



    ------------------------------
    Lawrence Drayton
    OVO Mobile (My Mobile Data)
    ------------------------------

    Original Message


  • 3.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-22-2018 19:34
    Have this issue too, we raised a ticket and sorted our Inbound queues but now i have the tedious task to determine which outbound queues are affected as some are scheduled callbacks. 1 by 1 process of process of elimination.

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
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    Original Message


  • 4.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-22-2018 19:51
    Same issue here; all queue affected. Support have been notified.

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    John Jones
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    Original Message


  • 5.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-22-2018 21:05
    Same thing in Japan, seems a global bug.

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    Mathieu Poulain
    AXA General Insurance Japan Limited.
    ------------------------------

    Original Message


  • 6.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-23-2018 04:19
    We've got multiple orgs affected with this issue, have been told by support it won't be fixed until the 27th of July!
    Original Message


  • 7.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-23-2018 06:35
    Same here in the UK - we are being asked to provide the Interaction ID's of the stuck calls which is the standard support request. Clearly something has gone wrong with an update, which is again pretty standard with PureCloud.
    Original Message


  • 8.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-23-2018 10:37
    Same here.  Annoying and not the first time we have had a problem like this.  The same thing happened after the last big Purecloud outage and their solution is to wait for the calls to go away on their own.... 
    Frustrating!

    ------------------------------
    Kristen Stone
    Keyword Connects
    ------------------------------

    Original Message


  • 9.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-23-2018 12:07
    have the same issue with us since Friday. PC support is notified and interaction IDs provided. Does anyone got any info form support on when this is going to resolve?

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    Poojan Mitra
    Vivonet
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    Original Message


  • 10.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-24-2018 06:15
    We have the same problem. We would like to know if there is any progress in fixxing this issue.

    Regards



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    Steven Deferme
    Quant ICT
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    Original Message


  • 11.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-24-2018 08:58
    Hi Trey,

    We have had this problem a few month ago.
    At last we have downgraded the Edges to a safe level wich has worked.
    After downgrading and rebooting the problem was solved.
    And now we are using the latest version without any problems.



    ------------------------------
    Edward de Wit
    Dealerdirect B.V.
    ------------------------------

    Original Message


  • 12.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-25-2018 13:43
    We are having the same issue.  Unfortunately we are running Purecloud using the system Edges, not on-site, so we are at the mercy of Genesys resolving the issue. Ticket open with standard reply as everyone else is seeing.

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    Brandon Wilch

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    Original Message


  • 13.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-30-2018 09:58
    We still have not seen resolution on this, was curious if anyone else has as of yet.  I also 2nd the notion that it would be nice to receive updates on these types of issues so we don't have to continue to ask via ticket, community site or call into support.

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    Brandon Wilch

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    Original Message


  • 14.  RE: Multiple Stuck Interactions Suddenly Populating

    GENESYS
    Posted 07-26-2018 14:55
    The development team is aggressively working to resolve this issue.  The fix is in the final stages of testing and as long as testing continues to go well we anticipate getting it rolled out in all regions by this weekend.  Thank you for your patience during this process.

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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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    Original Message


  • 15.  RE: Multiple Stuck Interactions Suddenly Populating

    Posted 07-26-2018 19:28
    It would of been great to receive email comms about this issue, updates have only come from calling support and if you spoke to the right person who knew about it.

    Communication is key

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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


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