Genesys Cloud - Main

Hi everyone, 

I am facing an issue with parked messages. Following is the scenario:

1. Customer sends a web message which is answered by an agent.
2. Agent parks the messaging conversation.
3. Customer sends a message again. The conversation resumes and the agent gets the message.
4. At this time, the messaging controls (to transfer, consult, disconnect or park) and text box to type the message are missing. (Refer screenshot) I am able to replicate this scenario every single time.
5. If agent selects a wrap up code & clicks on Done, the missing controls and text box to type start to appear.
   
   
   Am I missing something here?

Hello, @Jankeesh Kaur.

I've noticed the same behavior. I don't know if this is truly an error or if it was designed in this way to signal the reason to park the interaction with a wrap-up code.

Hi Jankeesh,

Found this section in the documentation which may be relevant:

https://help.mypurecloud.com/articles/park-and-resume-a-message-interaction

It mentions that when a parked interaction resumes (for example due to a customer message), the behaviour around After Call Work (ACW) depends on the queue configuration.

Just to help narrow this down could you try testing with different ACW settings (e.g. Optional or Time-boxed) and see if the behaviour is the same?

That should help confirm whether this is related to ACW handling or something else.

Hope someone from the community who has seen this before might be able to add more 

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Phaneendra
Technical Solutions Consultant
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Hi both,

@Arthur - Thanks for confirming the behaviour.

@Phaneendra Avatapalli - The reported issue is not related to ACW. I did however change the ACW settings, but the issue still remains unresolved.

This one looks like a bug to me.

Hi @Jankeesh Kaur,

Based on the behavior you described and the parking documentation in Genesys Cloud, this does look more like an unintended UI/state issue than expected functionality.

From your test:

• the parked interaction resumes correctly after the customer sends a new message
• but the agent UI does not fully restore the active messaging state
• until wrap-up is submitted

Since:

• ACW configuration changes did not affect the behavior
• and the issue is consistently reproducible

I would also lean toward this being a product/UI bug related to resumed parked messaging interactions.

One important detail

The documentation mentions that parked interactions can resume automatically when the customer replies, but it does not indicate that:

• messaging controls
• transfer options
• or the composer input

should remain unavailable after resume.

So the current behavior appears inconsistent with the expected resumed interaction experience.

Recommendation

I would recommend:

• capturing HAR/browser logs
• testing in another browser/profile
• validating if this happens in both Embedded and standalone client

And most importantly:

• opening a Genesys Care case with the reproduction steps and screenshots

Since you can reproduce it consistently, this should help Engineering validate whether it is a known defect.

Hello Jankeesh Kaur,

I have replicated your scenario. It works exactly the same way as you have mentioned, but if you will notice, it also always remains the same interaction:

Agent interacts with customer, parks the interaction, customer send a new message, agent gets the notification, automatically goes into wrapup, gets alert because of Customers message and so on... You can park the same interaction multiple times, and you will have multiple wrap-ups before the interaction resumes.

looks like default behaviour, still you can have confirmation from Genesys support.

Thank you all for your responses.

Genesys has confirmed that this is the expected behaviour. Reference links: https://help.genesys.cloud/articles/park-and-resume-a-message-interaction/
https://help.genesys.cloud/articles/configure-email-and-message-parking-for-agents/

The wrap-up behavior outlined in the thread is the expected behavior. However, we realized that this may not be optimal and could make the resume step inefficient. As such, we are evaluating the idea:

Simplify ACW Completion for Auto-Resumed Parked Conversations (CECC-I-1341)

Proposed improvements include:

• Continue following the existing queue wrap-up configuration, which is the current behavior
• Automatically complete or skip ACW at the point of auto-resume
• Require the agent to complete ACW at the point of parking, ensuring that wrap-up is captured before the interaction leaves the agent's ownership

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Atsushi Hirano
Sr. Product Manager, Digital
Genesys - Employees
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