Genesys Cloud - Main

Hello,

We have some agents in interacting state for many days, this interactions concerns email only
When I went through interaction details, I see that it is in live and waiting for wrap-up code, but agent was already close the interaction, so he cannot enter the wrap-up code

My question: is there any way to clear Email's interaction in stuck without need of support ?

Thank you in advance

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Oudderhem Mostafa
Coverage-Communication
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Short answer is you still will have to reach out to support to clear it.  Long answer is there is a tool you can request to have added to your admin panel and though you can clear the interaction, it will still be stuck in your queue count until support clears it.  

This thread has all the details:
Thread about stuck interactions

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Brandon Wilch

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Original Message:
Sent: 05-21-2018 06:20
From: Oudderhem Mostafa
Subject: How we can clear stuck intercation Email

Hello,

We have some agents in interacting state for many days, this interactions concerns email only
When I went through interaction details, I see that it is in live and waiting for wrap-up code, but agent was already close the interaction, so he cannot enter the wrap-up code

My question: is there any way to clear Email's interaction in stuck without need of support ?

Thank you in advance

------------------------------
Oudderhem Mostafa
Coverage-Communication
------------------------------