Hello everyone,
I'm seeing an odd behavior in my Genesys Cloud queues and agent activity view.
Some agents are displayed as having interactions lasting 4 or even 6 days in a specific queue. However:
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These interactions do not appear in the "Active Interactions" list.
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When I open interaction details, they show as already ended a long time ago.
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I tried copying the interaction ID and using manual disconnect, but nothing changes.
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The interactions remain visible in the queue/agent view.
Eventually, after some time (hours or days), they usually disappear by themselves.
My questions:
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What causes these stuck/ghost interactions?
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Is this related to a sync issue, cache, or backend processing delay?
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Is there any recommended action to force refresh or clean these interactions?
This behavior is impacting real-time monitoring and queue visibility.
Thanks in advance for any guidance.
#Platform/SystemAdministration------------------------------
Donovan Teixeira
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