Genesys Cloud - Main

We are looking for a solution in relation to ending Email interactions from a system perspective in the following situation:

1. A user receives an email interaction to process.
2. After they receive the email interaction, for any number of reasons, the user is dropped out of their user interface.  Reasons include machine restarted, loss of connectivity, accidentally closed the interface, etc.
3. When the user gets logged back in, that same email interaction is still present and active with them.

We are looking to see if there is a way that the email interaction can be ended when a situation like this occurs as we do not want the email interaction just holding waiting for the user to log back in.

Any insight would be helpful!

Hey Patrick,

Your suggestion sounds similar to this Idea in the Product Ideas Lab. To my knowledge, we currently don't have a mechanism that will detect that an agent has lost connection to the platform and then will trigger to have their interaction disconnected and returned to the queue to be handled by another agent. I would highly recommend that you submit your Idea!