Genesys Cloud - Main

Hello, I have an Interaction waiting in queue to be answered for 3+ hours, that was answered and ended/closed by an agent, but the call is stuck there waiting to be answered.  How do I get rid/delete it from waiting in queue?  Thx  TSB

Resolved.  Routing - disconnect Interaction.

Hey Tim,

It looks like you beat me to the answer! If you have the interactionID, you can use the Disconnect Interaction tool by doing the following:

1. Click Admin.
2. Under Routing, click Disconnect Interactions.
3. Enter the interaction ID.
4. Click Disconnect Interaction.
5. In the Confirm Disconnect dialog box, click Disconnect.