Hi everyone,
We're experiencing an increase in cases where agents are getting stuck "ghost" interactions in the backend of Genesys which results in us lodging a ticket with our Partner to have them cleared by Genesys.
Here is a bit of background to how their queue is setup. Just wondering if something in this setup could be potentially causing the issue.
The architect flow is nothing special, just your typical Schedule Eval to ACD. The queue is setup with an ACW Mandatory Timebox of 30seconds. All of the agents let the interactions time-out. I've noticed especially when these agents get an internal transfer of a call, that when they complete these transferred calls by letting them timeout, the interactions sometimes appear as a visible stuck interaction. Some cases they're stuck in the back end and the agent then shows as interacting for very 30min segment when we view the agent status report.
Just wondering if anyone else was experiencing issues with Timebox and interactions that timeout that get stuck? Is there an alternative we can setup to get around an agent need to click Done?
#Routing(ACD/IVR)#Telephony------------------------------
Robert Niblock
APM
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