Genesys Cloud - Main

Hello

In this article : https://help.genesys.cloud/articles/genesys-cloud-acd-processing/ it's note that : After a conversation has been waiting in queue for 59 days, Assignment Service will disconnect it."

But, I have somes cases of interactions that the waiting time in a queue is more than 59 days.

What do you think could explain this overrun? 

Note that there is no rollback to a queue after 58 days.

#EmailRouting #WaitTime #CurrentWaitDuration #In

Thanks in advance

Regards,

Hello Mamadou, 

Based on the documentation, interactions that are continuously waiting in queue should be automatically disconnected after 59 days. 

A few things come to mind that could explain what you're seeing. The most common possibility is that the interactions aren't actually sitting in queue the entire time. For example, if an interaction was parked, moved between different states, or routed through an in-queue flow, it may not be subject to the same timeout behavior as an interaction that has been continuously waiting in an ACD queue. It's also possible that the reported age reflects the overall conversation lifetime rather than uninterrupted queue time.

I'd recommend taking a closer look at the conversation details and state history to see whether these interactions were parked, transferred between states, or processed by any in-queue flows. If everything indicates they truly remained in queue beyond the documented limit, it would be worth opening a case with Product Support and providing a few example conversation IDs for further investigation. At that point, they can review the underlying conversation data and determine whether there's an environmental factor at play or something that needs deeper analysis.

Cheers, 

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Cameron
Online Community Manager/Moderator
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Hello, @Mamadou DIOP. 

I agree with Cameron.

Based on the ACD processing documentation, if the interaction is continuously waiting in queue, it should not remain there beyond the 59-day limit. So I would first confirm whether the value being reviewed is really uninterrupted ACD queue wait time, or if it is the total age of the conversation / accumulated time from different segments.

I would check the interaction timeline or Conversation Details API and validate the full path of the interaction: when it entered the queue, whether it ever left ACD state.

If the timeline confirms that the interaction stayed continuously waiting in the same queue for more than 59 days, then I would open a Customer Care case with a few conversation IDs and timestamps. At that point, Genesys can validate the backend data and confirm if this is a reporting interpretation, an edge case, or something that needs deeper investigation.