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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