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  • 1.  Stuck calls are out of control!

    Posted 05-14-2018 11:28
    No replies, thread closed.
    Is anyone else still having this issue with stuck calls? We have 4 different orgs with PureCloud (3 are pure Outbound and 1 is inbound/outbound). All 4 of them continue to be plagued with stuck calls on our campaigns and even in our inbound queues. Every time this happens our agents are "stuck" and unable to wrap up/disconnect the call and as a result they can no longer take additional calls.

    The new "Disconnect Interaction" tool has proved to be worthless for us and hasn't worked a single time. To make matters worse, our one outlet (the PureCloud emergency line) is no longer available and the Tier 1 support as not able to assist in a timely fashion. Last weekend I had 5 agents working for inbound CC, all 5 had "stuck" calls and as a result our entire Customer Care team was down most of the day, resulting in 100% abandon calls. 

    Has anyone figured out tricks or ways to avoid these stucks calls or even fix them on your own?

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    Michael Cofer
    Liberty Power Corp
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  • 2.  RE: Stuck calls are out of control!

    Posted 05-15-2018 07:25
    No replies, thread closed.
    Hi Michael,

    I'm sorry to hear about the issues you have with Stuck conversations. I would like to work with you, our care and development team to better understand and fix the issues you have with stuck conversations. We will reach out to you directly today to work towards a resolution for these issues.

    Regards,

    Jeroen Buis
    Product Management

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    Jeroen Buis
    Genesys - Employees
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    Original Message


  • 3.  RE: Stuck calls are out of control!

    Posted 05-17-2018 15:00
    No replies, thread closed.
    We're averaging 0.92 stuck calls every day this month. It's a tad ridiculous and disrupting as it jams up queue handling. The "tool" proudly reports that it has resolved the issue, but in actuality, nothing has been resolved. We're constantly engaging tier 1 support. We had previously talked to support (before the Genesys IVR change), I'm told, because of that prior contact, there's supposed to be a "fix" out sometime in early June (we'll see).

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    Patrick Rada
    Keypath Education LLC
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    Original Message


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