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  • 1.  Email Interaction was stuck in Disconnection Queue

    Posted 07-17-2025 05:01
    No replies, thread closed.

    Hi Team,
    I have a question regarding to my issue.
    As now they are an email was stuck in disconnection queue and its was end.  You may refer to the images that being attach
    Mostly its happened to the interaction that being interrupted by agent for a second time.
    Anyone have idea why this happened? I want to prevent this issue happened rather than need to manually disconnect the conversation ID.

    Thanks

    Shahmi


    #DigitalChannels

    ------------------------------
    Mohd Shahmi
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  • 2.  RE: Email Interaction was stuck in Disconnection Queue

    Posted 07-17-2025 09:27
    No replies, thread closed.

    Hi,

    Hard to tell from an image alone, maybe if you provide a bit more context on how the queue flow is configured and what's the purpose of this queue.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


  • 3.  RE: Email Interaction was stuck in Disconnection Queue
    Best Answer

    Posted 07-22-2025 16:24
    No replies, thread closed.

    Support could probably find some info in the back end logs that would help tell you why.

    Make sure the conversations are not sitting in ACW on a user somewhere...that happens if ACW is not time-boxed



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 4.  RE: Email Interaction was stuck in Disconnection Queue

    Posted 07-22-2025 16:50
    No replies, thread closed.

    Hi George,

    Currently the queue setting for ACW is mandatory, Discretionary.

    Is that because of this? Agent forgot to wrap-up  and then its stuck in disconnection queue?

    Can i know what is the maximum time before it stuck in disconnection queue?

    Thanks
    Shahmi



    ------------------------------
    Mohd Shahmi
    ------------------------------

    Original Message


  • 5.  RE: Email Interaction was stuck in Disconnection Queue

    Posted 07-22-2025 17:00
    No replies, thread closed.

    If ACW is Discretionary, then the agent can leave a conversation in ACW...pretty much forever. 



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 6.  RE: Email Interaction was stuck in Disconnection Queue

    Posted 07-22-2025 17:11
    No replies, thread closed.

    Hi George,

    Yes i know.

    But is that because of that was causing the interaction was stuck in disconnection queue? Because when i was check 1 of sample conversation ID that stuck, the interaction dont have already in the agent bucket. Can advise?

    Thanks

    Shahmi



    ------------------------------
    Mohd Shahmi
    ------------------------------

    Original Message


  • 7.  RE: Email Interaction was stuck in Disconnection Queue

    Posted 07-22-2025 20:52
    No replies, thread closed.

    I have no idea why those interactions are going to the Disconnect Queue.

    That is not a queue created by Genesys Cloud, so you must have some specific functionality which transfers a conversation to that queue, for your own reasons. I see that the screenshot contains both emails and messages in that queue.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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