Hello Ashokkumar,
This sounds like a stuck interaction. I would recommend grabbing that Interaction ID and doing the following:
To disconnect an interaction, follow these steps:
- Click Menu > IT and Interactions > Disconnect Interactions.
- Enter the interaction ID.
- Click Disconnect Interaction.
- In the Confirm Disconnect dialog box, click Disconnect.
If the issue persists, contact Genesys Cloud Customer Care.
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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 11-18-2025 11:03
From: Ashokkumar Paramasivam
Subject: Queue Activity has incorrect information of the agents
Post the outage with Analytics and Reporting delays on 12th Nov 2025. We see an agent still on call for the last 5 days, and they couldn't fix it. However, the agent is able to make and receive the calls, but the interaction is still showing on the active interaction for the last 5 day. We tried to disconnect the interaction, but the interaction is already completed, and the duration of the call was 1 min 36 seconds alone. Deactivated the agent as well but nothing worked. Please advise how this can be fixed.
#Reporting/Analytics
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Ashokkumar Paramasivam
NA
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