BTW, see this post by Duke Snyder regarding a new interim feature you can request to clear stuck interactions:
PureCloud------------------------------
George Ganahl
Principal Program Manager
Genesys
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Original Message:
Sent: 02-21-2018 01:22
From: Tobias Zackrisson
Subject: Stuck interactions
Are they stuck and not able to take new inbound calls? Because I have one agent that can't hang up the call and I can't force it either. Have tried with API's as well. This is something I never seen before and just created a ticket for it.
We still have the ghost calls on our queues. But it's much better now than before. But we would still want a fiction to clear them anyway.
I will update this thread if I get any news.