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Hi Gladys, did you found any information regarding this "issue" with puresocial?
i'm implementing the same connector and the puresocial team informed me the same.
they even told me to create a secondary queue to "reprocess" these interactions to not lose them after 10 hours.
No, the Puresocial Support is not clear in their answer
In my test there are some interaction "abandoned " with 10 hours of duration, but others, with more than 23 hours in the same condition "abandoned"
In other words the interactions are mark like "abandoned" in different times, in my experience 10 or 23 hours.
I think that it is a Puresocial´s behavior, because, in Purecloud whatever interaction (chat or email) stay in queue until some agent is on queue for attend.
Thanks Gladys for your response.
I did some checks during last weekend with some "testing" social media sites (facebook, twitter, instagram" and i can be almost sure that all the interactions remained in the "reprocesing" queue in 10 hours intervals at the time.
regarding these queues, when the agents logs back in did you find any issue with those queues? i can understand the purpose of not losing these interactions but those have a higher priority over the "live" queues because of how much time those interactions remain in those queues?
any tips you care to mention regarding puresocial? my customer is eager to go live tomorrow with facebook
my customer originally was not confortable with the reprocessing queue due the high amount of interactions that can provide, since they want to keep the agent team small they were afraid they weren't able to manage the high amount but after this weekend they seemed to manage just fine.
one issue tho. Facebook closes interactions after a 24 hour window so if you leave interactions reprocessing a whole weekend in a facebook queue, on monday most of those interactions can't be answered. (unless the customer had more than one comment in that interaction every 24hour)removing accounts from the puresocial portal is a pain, since my customer is a bank organization i created dummy social media accounts and when we were ready to remove those accounts we had to contact puresocial support in order from them to remove.
It's a handy tool, saves a lot of time.
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