Genesys Cloud - Main

Hi all,

I have a few questions regarding the duration Agent status widget in dashboards that I hope you can sort out for me.

What does Duration actually stand for, is there a definition in the documentation you could refer me to?
I have a few agents which, when they are for example offline, have a Email duration for 20 days or a ACW for a number of days.

I get me thinking that old interactions are laying around somewhere, which causes this, but I cannot find anything obvious and since I cannot find the definition of Duration it's kind of hard.

Can anyone help me?

Kind regards!
//Hampus
#Reporting/Analytics

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Hampus Nygren
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If an agent goes offline without dispositioning an interaction, then unless the ACW is time-bound, the interaction remains "live". Logging out / closing the client does not auto-disposition / close interactions.

So, in your cases, it looks like you have an agent with an email still open and another whose interaction has ended and has not dispositioned it.\

Duration is what it sounds like. How long, om seconds, minutes, hours or, as you have seen, days, has the situation been in place.

HTH

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Paul Simpson
Eventus Solutions Group
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Hi Paul!

Thank you for your answer!

I found the problem, agents have disconnected and wrapped up interactions, but the interaction was still live. I tried to disconnect without success and ended up with the need of creating a support case to get these interactions disconnected.​

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Hampus Nygren
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Original Message:
Sent: 01-18-2023 07:32
From: Paul Simpson
Subject: Dashboard Widget - Agent status Duration

If an agent goes offline without dispositioning an interaction, then unless the ACW is time-bound, the interaction remains "live". Logging out / closing the client does not auto-disposition / close interactions.

So, in your cases, it looks like you have an agent with an email still open and another whose interaction has ended and has not dispositioned it.\

Duration is what it sounds like. How long, om seconds, minutes, hours or, as you have seen, days, has the situation been in place.

HTH

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Paul Simpson
Eventus Solutions Group
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