Genesys Cloud - Main

We have had several instances in which an agent has parked and email, picked it back up at a later date/time and then disconnected the interaction but it is still showing as connected to them when you expand on their name in the queue activity view to see their current interactions. Has anyone else encountered this? Just thought i would check here before opening a ticket. 

#Omni-Channel Desktop/User Interface

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Kathryn Haines
Owens Corning Sales, LLC.
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Hi Kathryn,

This sounds like the interactions may have become stuck and should clear themselves out. If they are stuck in the conversation service you can clear them yourself (https://help.mypurecloud.com/articles/disconnect-interactions/), but if they are stuck in the analytics service and you need them cleared immediately, then you would need to raise a case with care.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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