Genesys Cloud - Main

Hello,

I have an interaction in the queue activity view that has been connected to an agent for 20 days.

It has been confirmed that the agent already handled the interaction-at the interaction detail level, it shows as completed-yet it still appears active in the queue activity view, skewing the Average Response Time.

Attempts to disconnect the interaction have been unsuccessful; does anyone know of another option to disconnect interactions that are stuck on the platform?

I cannot report this directly to Genesys Care.



Any suggestions?

#Other

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Victor Castañeda
Analista Almawave
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Good Day Victor

The only option which I am aware of is the "Disconnect Interactions" options under IT and integrations.  If this does not work and the agent no longer sees the interaction in their activity view, I would recommend that a case be logged with Genesys care to asist.

Regards

Hi Victor,

This sounds very similar to a stuck interaction issue that has been reported previously.

Genesys provides the Disconnect Interactions tool specifically for cases where an interaction appears active in real-time views even though it has already been completed by the agent:

https://help.genesys.cloud/articles/disconnect-interactions/

However, since you have already attempted to disconnect it without success, it may be worth considering whether the interaction is stuck on the Analytics side rather than the Conversation service.

I found a similar discussion where Genesys mentioned that interactions stuck in the Conversation service can potentially be cleared using Disconnect Interactions, but if they are stuck in Analytics, a Genesys Care case may be required:

https://community.genesys.com/discussion/parking-interactions-issue

There was also a similar case where an interaction was completed but continued showing as active in Queue Activity:

https://community.genesys.com/discussion/queue-activity-has-incorrect-information-of-the-agents

Given that yours has remained there for 20 days and the Interaction Details already show it as completed, I suspect this may need Genesys to investigate/clear it if the Disconnect Interactions tool isn't working.

You mentioned that you cannot report this directly to Genesys Care - is there a particular reason you're unable to raise a Care case? Is your support perhaps managed through a Genesys partner or another team who could escalate it on your behalf?

Also interested to know what happens when you attempt to disconnect it, whether you receive an error or it simply has no effect.

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Phaneendra
Technical Solutions Consultant
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Hello Victor,

I just wanted to let you know that I have removed the screenshot with the agent's name, since that contains PII. Stephan and Phaneendra have the right idea in using the conversationID to disconnect the interaction using that tool. If that doesn't clear the issue, you will need to have your Partner or Customer Care investigate why this conversation is stuck.