Hi Team,

What is the maximum Time the Interaction can be held in a queue. What happens to the interactions post that maximum time if there is a limit?

Since we have 72 hours max for threading Timeline how it affects the queueing.

Regards,

Jeevan.

Hi!

Genesys Cloud will keep an interaction in the Queue for a maximum of 59 days, see the Note here: https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Threading Timeline is a different concept, and not applicable while an interaction is in Queue. Threading Timeline is defined here: A messaging threading timeline determines the amount of time a messaging conversation remains open after the agent/system disconnects. Basically, the Threading Timeline countdown timer starts after and agent (or bot/flow) has disconnected the conversation.

Hi Team,

What is the maximum Time the Interaction can be held in a queue. What happens to the interactions post that maximum time if there is a limit?

Since we have 72 hours max for threading Timeline how it affects the queueing.

Regards,

Jeevan.

Thanks. Since web messing asynchronous, what would happen to the performance in this case due to queue load. What is the Maximum number of interaction can be hold in queue at any point of time. like if i have 59 days and all the interactions are entered the queue for 59 days how much it can have max interactions in the queue?

Hi!

Genesys Cloud will keep an interaction in the Queue for a maximum of 59 days, see the Note here: https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Threading Timeline is a different concept, and not applicable while an interaction is in Queue. Threading Timeline is defined here: A messaging threading timeline determines the amount of time a messaging conversation remains open after the agent/system disconnects. Basically, the Threading Timeline countdown timer starts after and agent (or bot/flow) has disconnected the conversation.

Hi Team,

What is the maximum Time the Interaction can be held in a queue. What happens to the interactions post that maximum time if there is a limit?

Since we have 72 hours max for threading Timeline how it affects the queueing.

Regards,

Jeevan.

Jeevan - there is no practical limit to the number of conversations we'll accept in the platform, however, for purposes of routing, we only consider the first 3000 interactions - anything over that will stay queued until there is capacity to address them.

Thanks,

Chris

Thanks. Since web messing asynchronous, what would happen to the performance in this case due to queue load. What is the Maximum number of interaction can be hold in queue at any point of time. like if i have 59 days and all the interactions are entered the queue for 59 days how much it can have max interactions in the queue?

Hi!

Genesys Cloud will keep an interaction in the Queue for a maximum of 59 days, see the Note here: https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Threading Timeline is a different concept, and not applicable while an interaction is in Queue. Threading Timeline is defined here: A messaging threading timeline determines the amount of time a messaging conversation remains open after the agent/system disconnects. Basically, the Threading Timeline countdown timer starts after and agent (or bot/flow) has disconnected the conversation.

Hi Team,

What is the maximum Time the Interaction can be held in a queue. What happens to the interactions post that maximum time if there is a limit?

Since we have 72 hours max for threading Timeline how it affects the queueing.

Regards,

Jeevan.