Genesys Cloud - Main

Hi everyone,

I've built our team's wallboards using the dashboard functionality, which include an Agent Status table.

Starting in the second week of October, we noticed multiple interactions remaining associated with an agent in the Agent Status table (Figure 1). I tried disconnecting these using the Disconnect Interactions tool and worked directly with an agent-logging out of Salesforce and Genesys Cloud, clearing browser data, and restarting their computer.

Ultimately, we had to open a case with Genesys, who manually disconnected the interaction. We've repeated this process multiple times, and as of today, we've found 33 "stuck" interactions.

Thankfully, key metrics like Total Handle, Total Contacting, Total Dialing, Total Talk, Total Hold, and Total ACW appear accurate. However, I'm concerned about whether this will continue and the potential impact on our business and agents.

Has anyone else experienced this issue when using dashboards this way?

Figure 1

#Reporting/Analytics

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Cody Kartarik
Workforce Analyst
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Hi Cody,

As you are aware Genesys support is looking into this issue. 

The good news is that your core metrics remain accurate, which means this is more of a display issue in the agent status table rather than a fundamental problem with interaction handling or reporting.

Continue working with support for manual disconnection of stuck interactions. 

hope this helps.

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Cameron
Online Community Manager/Moderator
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Hi Cameron,

Thank you again for your prompt response.

My assumption was that this issue and the issue mentioned in my other post may be connected, but I wasn't entirely sure. I also thought it would be helpful to create two separate posts in case a user came across one issue, but not the other.

I thought it might be helpful to note that though the core metrics appear unaffected, Conversation Duration does account for the entire duration of the interaction. For example:

Interaction A

• Total Handle Time = 10 mins
• Total ACW Time = 5 mins
• Total Duration = 2 days

This would make sense, but I thought I'd call it out, nonetheless.

Thanks again! Wishing you a wonderful weekend!

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Cody Kartarik
Workforce Analyst
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Original Message:
Sent: 11-14-2025 13:25
From: Cameron Tomlin
Subject: Agent Status Table Showing Stuck Interactions – Anyone Else Seeing This?

Hi Cody,

As you are aware Genesys support is looking into this issue. 

The good news is that your core metrics remain accurate, which means this is more of a display issue in the agent status table rather than a fundamental problem with interaction handling or reporting.

Continue working with support for manual disconnection of stuck interactions. 

hope this helps.

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Cameron
Online Community Manager/Moderator
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