Genesys Cloud - Main

One of my agents shows as Interacting as-soon-as he logs in. He cannot receive ACD calls. We have tried clearing his browser cache & history but nothing seems to work. The Time in Status shows as multiple days (9 days as of this writing) even though he's logged out and back in again. It doesn't reset his Interacting time.

Thanks in advance,

PK in NYC

Hi Paul,

This could be due to the agent's most recent interaction being stuck in Analytics. Please try disconnecting that interaction using the "Disconnect Interaction" option. If the issue persists, kindly raise a case with the Care team for further investigation.

Also, just to be sure...check to see if that agent has an interaction still in ACW that hasn't been completed.

You can look in the Agent performance view, click the Interactions tab, make sure All is selected for media type, and see if that agent has any interaction(s) showing with now Wrap-up Code or Total ACW stat (you'll need to view back 9 days ago to see it since it may not show up except on the day it started) 

Also have the agent check his or her Agent Sowrkspace to check for an interaction still in ACW, assignb a Wrap-up Code, and click Done.

This is all presuming you might have a queue or queues that are not time-boxed for ACW.

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George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
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Hi Paul,

This behavior might be due to the SMS/Web Messaging/email interaction which is in interaction state and might not been closed or wrapped properly. On the performance view check for the 9 days back interval and identify the interaction and end it properly. 

Thanks