Thank for for the feedback.
Generally speaking, we have various fixes in progress to address the issues customers are seeing with stuck interactions. There are about 5-6 various categories of issues we are seeing.
Specifically,
@Brandon Wilch we know what is causing the counter to be off for the email interaction that got disconnected. We have some longer term fixes planned for this. Unfortunately, you would have to contact support to get the counter cleared while we work through these issues.
Regarding the stuck call issues - I checked on your specific cases
@Patrick Rada and we have a fix that is planned to be deployed to production over the weekend and this should significantly reduce the number of stuck calls you are seeing. We'll keep you updated if the deployment gets postponed. There is another reason why calls can get stuck in this fashion and the fix for that is in progress. In addition, we are working through changes that would still allow the admin disconnect tool to work in the event that the call does get stuck - these changes will be deployed as part of a future edge build.
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Lucie DeCristofaro
Genesys - Employees
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Original Message:
Sent: 05-17-2018 12:22
From: Brandon Wilch
Subject: How to clear a stuck interaction?
Have used the new tool once. It was for an email interaction that was stuck for over 16 days. When I used the tool, it removed the interaction from the Queues/Activity "Waiting" area, however the "Interaction" count at the top of Queues/Activity still showed 1. I ultimately had to contact support to have the "Interactions" number reset to 0. Any insight?
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Brandon Wilch
Original Message:
Sent: 05-17-2018 11:19
From: Lucie DeCristofaro
Subject: How to clear a stuck interaction?
Ultimately, our goal is for the tool to not be needed at all as interactions should not get stuck. We are working through several different fixes that will prevent interactions from getting stuck and while we are working through that, the admin tool serves as a self-service option to disconnect stuck interactions.
We are not planning to remove the tool while we work through the issues.
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Lucie DeCristofaro
Genesys - Employees
Original Message:
Sent: 05-16-2018 03:23
From: Patrick Giortz
Subject: How to clear a stuck interaction?
This new tool works well.
I have used it to clear loads of interactions.
But have noticed this at the bottom of the page.
"* This tool is offered temporarily and may be removed without notice"
Are you planning on removing it in the future, if so why?
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Patrick Giortz
Atea AS
Original Message:
Sent: 04-13-2018 14:30
From: Duke Snyder
Subject: How to clear a stuck interaction?
Genesys acknowledges that we have interactions that cannot be disconnected by an agent (stuck interactions). These can occur from a bug, missing disconnect events, or a wrap up code not being assigned.
Our Development team is working through platform improvements to eliminate stuck interactions from occurring. Our current procedure to have a stuck interaction cleared is to contact our customer care team. We understand this is time consuming and takes time to get processed. This is unacceptable.
As an interim solution that is available now, we have added a new Admin Screen in which a system administrator can request a conversationID to be force disconnected. The new Admin Screen is under Admin -> Routing (see attachments). This functionality will disconnect any active media and sets wrap-up to participants that don't have wrap-up yet (ININ-WRAP-UP-DELETED is the wrap-up code that will be applied). We will keep this functionality in place until we are no longer seeing stuck interactions for our customers.
The force disconnect functionality requires a minimum Edge Version of 7020 (which was set to auto update on 4/11 in all regions). If an interaction doesn't disconnect after using the new tool, please open a customer care ticket via the portal, and include the conversation ID, and our team will review the interaction.
The new force disconnect functionality will initially be available to customers who request this to be enabled in their organization. The request to get this enabled can be submitted to Customer Care by submitting a case via the customer portal and asking for the new tool to disconnect interactions.
Anytime the force disconnect is used, development teams will have additional information to fix this issue. We apologize for the inconvenience while we work through this issue, and appreciate your patience.
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Duke Snyder
Genesys
Original Message:
Sent: 10-19-2017 10:10
From: Victor Chiappetta
Subject: How to clear a stuck interaction?
I have an agent with an interaction that has been running for 168 hours + now. Logging out and back in does not help.
Is there any way to clear an Agents interactions?