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  • 1.  Inbound email Stuck in Queue

    Posted 12 days ago

    Hi Team - we have a strange issue where we can see that email is stuck in core email queue where agents can't view and pull those email to be actioned.

    But same email few users with Admin or Supervisor access can view and can transfer it to the queue after doing that agent can pull and view the email.

    For example This is not an issue with the sender - same or multiple sender sending it to respective queues but let's say out of 100 emails one is stuck.

    I just want to know what can be the cause of this? All our queues are configured in same way - Also if queue is not found in Data Table (General Email Flow) then it will go in email error but this doesn't go in email error too as per logs it is sitting in queue.

    All our users are on dedicated LAN so no chances of packet drops.

    Thanks - Any help is much appreciated as I am not sure if someone else has faced same issue.


    #API/Integrations
    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Brijesh P. Patel
    Application Support Specialist
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  • 2.  RE: Inbound email Stuck in Queue
    Best Answer

    Posted 11 days ago

    Hello Brijesh,

    That certainly is odd. I can't think of anything that comes to mind that would cause the emails to get stuck like that. I would recommend gathering console and network logs and having our Customer Care teams see what may be happening behind the scenes. Please let me know the case number if you do open a case with Support.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Inbound email Stuck in Queue

    Posted 11 days ago


    Hi Jason,

     

    Good morning!

    Thanks for reaching out and your support!

     

    Here is the case # 0003598350 that was opened (unfortunately closed now) – we did provide all the information multiple times but there was no luck in terms of solution.

    I do agree to capture logs but this is so intermittent that it can happen at any moment. There is no such defined pattern.

     

    Thanks and Regards,

    Brijesh P. Patel

    Application and Hardware Support

     

    Mobile: +64 27 406 5944

    DDI: +64 9 571 8221

     

    Brijesh.Patel@cushwake.com

     

     

    92 Hugo Johnston Drive, Penrose, Auckland 1061, New Zealand

    www.cushwake.com   

     

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  • 4.  RE: Inbound email Stuck in Queue

    Posted 11 days ago

    I'd recommend to identify to see if there is a pattern when it does happen to see if there may be a relationship to the situation, perhaps an agent or permissions of that agent. High agent utilization or incorrect agent assignment can cause emails to get stuck, I would recommend a re-open of the ticket to get an RCA, they should have the logs as well.

    Thanks,
    Luke



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    Luke Murphy
    Genesys Cloud Developer
    CCS Medical
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