Genesys Cloud - Main

Hello,

My company has been running into an issue where customer replies to interactions are routed to queue but show they've been in "Interact" state for less than a second and then go nowhere, not getting assigned per Last Agent Routing or any routing at all. These emails effectively end up in a limbo of sorts and I have my sales team asking me why they cant manually assign them or such.
I did some research into this and I think it may be from the inbound email flows I use for additional SPAM protection.
Every queue goes through an architect flow which checks the From address against a data table of known unwanted addresses, then disconnects if found or routes to the appropriate queue. 
The execution history for the applicable interactions shows them getting routed to their appropriate ACD queues but the interactions in Genesys Analytics Workspace show that less than 1 second interact state then go nowhere. 

Does anyone know how I can implement a SPAM check like the one I currently have without causing this issue or have a workaround to get these customer replies to route to ACD queues properly and not get stuck?
I would rather not have to remove the SPAM data table check as it cuts out a lot of bloat and wasted time for our sales team.

Any help at all would be greatly appreciated. I've attached an example of the stuck interaction Conversation timeline and one of my inbound email flows.

Thank you,
Nathan Manseau

#ArchitectandDesign
#Routing(ACD/IVR)

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Nathan Manseau
IT Technician
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Hello Nathan, 

Thanks for the details. What you're seeing matches a documented limitation with Last Agent Routing (LAR) for email.

LAR does not work when emails are routed through an Architect email flow-it is only supported when emails are routed directly to a queue. Additionally, enabling Preferred Agent Routing on a queue disables LAR for that queue.

Your supported options are:

Enable Preferred Agent Routing if routing back to the last agent is not required.
Use Preferred Agent Scoring in your Architect flow by passing agent/score pairs to the Transfer to ACD action. This provides "sticky" routing behavior while remaining compatible with email flows.
Route emails directly to the queue instead of through an Architect email flow if Last Agent Routing is a requirement.

I would avoid attributing the "stuck in limbo" behavior directly to this documented limitation unless you've confirmed it through a support case. The documented limitation is simply that LAR is not supported when an Architect email flow is used.

Hope this helps!

Hi Cameron,

Thank you very much for the detailed response.
I'm not too bothered about this being a limitation of LAR, I'm sure it would be preferred for my team if the interaction would route to the same sales person on subsequent replies. But, I'm just concerned about customer reply interactions going nowhere without much rhyme or reason as to why. According to my architect flows, they are successfully transferred to ACD but the information shown in the analytics workspace shows them as having been assigned to no one and not even remaining in queue to be assigned later.

Apologies, I misspoke when I lead with the mention of it not working with LAR. 
I did not mean to attribute it to LAR so much as the use of a flow for routing instead of having the tied email address go straight to the queue. 

Would you be able to provide any assistance or advice with solving these stuck interactions or should I open a support case?

Thank you,

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Nathan Manseau
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Hello Nathan, 

With these stuck interactions it might be best to open a support case. As the support team will need to look at the interactions logs and figure out why it was sent to nowhere. Just provide them with example interactions, flows and queues where you are seeing this behavior and they should be able to dig in and take a look under the hood. 

Cheers,