Genesys Cloud - Main

One of our users reported that they were not receiving any contact center calls. When i looked into it they were showing as interacting for five days. I could not find the interaction id so i logged it with support and they cleared it.

We are new to Genesys Cloud and i am wondering how much of a problem you are having with stuck interactions and is there any way of finding them before the user reports that they are not getting calls.

Andrew
#SystemAdministration
#Telephony
#Unsure/Other

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Andrew Lewis
Health Management Ltd
------------------------------

Hi Andrew -
We have this happen from time to time - probably twice a month. Unfortunately, we haven't found a way to be proactively alerted about this. Usually, a call center manager will identify the issue when looking at data in our agent dashboards. We've trained our Customer Operations team on how to disconnect the interactions in the Admin screen of the application. 
https://help.mypurecloud.com/articles/disconnect-interactions/

If that doesn't work, the issue gets escalated to my team and we attempt to disconnect the interaction via API, using/api/v2/conversations/{conversationId}/disconnect in the API explorer. 

If that doesn't work, we open a case with Genesys Care to investigate. 

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Thanks Cory.

------------------------------
Andrew Lewis
Health Management Ltd
------------------------------

Original Message:
Sent: 05-06-2022 05:53
From: Cory King
Subject: Stuck Sessions in Genesys Cloud

Hi Andrew -
We have this happen from time to time - probably twice a month. Unfortunately, we haven't found a way to be proactively alerted about this. Usually, a call center manager will identify the issue when looking at data in our agent dashboards. We've trained our Customer Operations team on how to disconnect the interactions in the Admin screen of the application.
https://help.mypurecloud.com/articles/disconnect-interactions/

If that doesn't work, the issue gets escalated to my team and we attempt to disconnect the interaction via API, using/api/v2/conversations/{conversationId}/disconnect in the API explorer.

If that doesn't work, we open a case with Genesys Care to investigate.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Hi
We reported recently something similar where one of our agents was showing interacting while he had already long left his shift. We were not able to terminate the interaction ourselves though.
Geneys support responded that they run a batch that will catch any such interaction - if lasting for for more then 48hrs and will terminate it automatically.
We asked Genesys if ther was a way for them to present a report each time the batch job was terminating such interaction , but we were told this was not possible 
Such interaction is of course skewing any report invovling that user untill the bactch terminate the interaction
Maybe we could raise an idea in Aha to see if such functionality could be added  
Tx

------------------------------
Renaud Larcier
Travelport
------------------------------

Original Message:
Sent: 05-06-2022 05:53
From: Cory King
Subject: Stuck Sessions in Genesys Cloud

Hi Andrew -
We have this happen from time to time - probably twice a month. Unfortunately, we haven't found a way to be proactively alerted about this. Usually, a call center manager will identify the issue when looking at data in our agent dashboards. We've trained our Customer Operations team on how to disconnect the interactions in the Admin screen of the application.
https://help.mypurecloud.com/articles/disconnect-interactions/

If that doesn't work, the issue gets escalated to my team and we attempt to disconnect the interaction via API, using/api/v2/conversations/{conversationId}/disconnect in the API explorer.

If that doesn't work, we open a case with Genesys Care to investigate.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

We experience the same issues with customers and we always have to log a support ticket to have it resolved. This is not very productive.
The disconnect interaction function hardly works when this happens.

------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
------------------------------

Original Message:
Sent: 05-12-2022 10:34
From: Renaud Larcier
Subject: Stuck Sessions in Genesys Cloud

Hi
We reported recently something similar where one of our agents was showing interacting while he had already long left his shift. We were not able to terminate the interaction ourselves though.
Geneys support responded that they run a batch that will catch any such interaction - if lasting for for more then 48hrs and will terminate it automatically.
We asked Genesys if ther was a way for them to present a report each time the batch job was terminating such interaction , but we were told this was not possible
Such interaction is of course skewing any report invovling that user untill the bactch terminate the interaction
Maybe we could raise an idea in Aha to see if such functionality could be added
Tx

------------------------------
Renaud Larcier
Travelport
------------------------------


Original Message:
Sent: 05-06-2022 05:53
From: Cory King
Subject: Stuck Sessions in Genesys Cloud

Hi Andrew -
We have this happen from time to time - probably twice a month. Unfortunately, we haven't found a way to be proactively alerted about this. Usually, a call center manager will identify the issue when looking at data in our agent dashboards. We've trained our Customer Operations team on how to disconnect the interactions in the Admin screen of the application.
https://help.mypurecloud.com/articles/disconnect-interactions/

If that doesn't work, the issue gets escalated to my team and we attempt to disconnect the interaction via API, using/api/v2/conversations/{conversationId}/disconnect in the API explorer.

If that doesn't work, we open a case with Genesys Care to investigate.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy

Hello Andrew

We also experience this across multiple Orgs, in this scenario there is not an open interaction on the agent so nothing to disconnect. It was explained to us that the interacting state is held up in analytics so requires to be cleared in back-end which once logged with support has happened quickly. 

Similar to what you had with the 5 days locked in state, we have had users stuck like this longer than the theoretical 48 hours cleardown.

In the scenario where an interaction has ended but is still seen as open because end event has not been received by back-end (interaction does not have an end date and time) this can be disconnected in Admin -> Routing -> Disconnect Interactions.

------------------------------
Thanks and regards
Blair Wilkinson
CVT Global Enablement
------------------------------

Original Message:
Sent: 05-13-2022 02:32
From: Dewald Smit
Subject: Stuck Sessions in Genesys Cloud

We experience the same issues with customers and we always have to log a support ticket to have it resolved. This is not very productive.
The disconnect interaction function hardly works when this happens.

------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
------------------------------


Original Message:
Sent: 05-12-2022 10:34
From: Renaud Larcier
Subject: Stuck Sessions in Genesys Cloud

Hi
We reported recently something similar where one of our agents was showing interacting while he had already long left his shift. We were not able to terminate the interaction ourselves though.
Geneys support responded that they run a batch that will catch any such interaction - if lasting for for more then 48hrs and will terminate it automatically.
We asked Genesys if ther was a way for them to present a report each time the batch job was terminating such interaction , but we were told this was not possible
Such interaction is of course skewing any report invovling that user untill the bactch terminate the interaction
Maybe we could raise an idea in Aha to see if such functionality could be added
Tx

------------------------------
Renaud Larcier
Travelport


Original Message:
Sent: 05-06-2022 05:53
From: Cory King
Subject: Stuck Sessions in Genesys Cloud

Hi Andrew -
We have this happen from time to time - probably twice a month. Unfortunately, we haven't found a way to be proactively alerted about this. Usually, a call center manager will identify the issue when looking at data in our agent dashboards. We've trained our Customer Operations team on how to disconnect the interactions in the Admin screen of the application.
https://help.mypurecloud.com/articles/disconnect-interactions/

If that doesn't work, the issue gets escalated to my team and we attempt to disconnect the interaction via API, using/api/v2/conversations/{conversationId}/disconnect in the API explorer.

If that doesn't work, we open a case with Genesys Care to investigate.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy

Thanks for your help. I have let our  user know about this.

------------------------------
Andrew Lewis
Health Management Ltd
------------------------------

Original Message:
Sent: 05-13-2022 03:35
From: Blair Wilkinson
Subject: Stuck Sessions in Genesys Cloud

Hello Andrew

We also experience this across multiple Orgs, in this scenario there is not an open interaction on the agent so nothing to disconnect. It was explained to us that the interacting state is held up in analytics so requires to be cleared in back-end which once logged with support has happened quickly.

Similar to what you had with the 5 days locked in state, we have had users stuck like this longer than the theoretical 48 hours cleardown.

In the scenario where an interaction has ended but is still seen as open because end event has not been received by back-end (interaction does not have an end date and time) this can be disconnected in Admin -> Routing -> Disconnect Interactions.

------------------------------
Thanks and regards
Blair Wilkinson
CVT Global Enablement
------------------------------


Original Message:
Sent: 05-13-2022 02:32
From: Dewald Smit
Subject: Stuck Sessions in Genesys Cloud

We experience the same issues with customers and we always have to log a support ticket to have it resolved. This is not very productive.
The disconnect interaction function hardly works when this happens.

------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd


Original Message:
Sent: 05-12-2022 10:34
From: Renaud Larcier
Subject: Stuck Sessions in Genesys Cloud

Hi
We reported recently something similar where one of our agents was showing interacting while he had already long left his shift. We were not able to terminate the interaction ourselves though.
Geneys support responded that they run a batch that will catch any such interaction - if lasting for for more then 48hrs and will terminate it automatically.
We asked Genesys if ther was a way for them to present a report each time the batch job was terminating such interaction , but we were told this was not possible
Such interaction is of course skewing any report invovling that user untill the bactch terminate the interaction
Maybe we could raise an idea in Aha to see if such functionality could be added
Tx

------------------------------
Renaud Larcier
Travelport


Original Message:
Sent: 05-06-2022 05:53
From: Cory King
Subject: Stuck Sessions in Genesys Cloud

Hi Andrew -
We have this happen from time to time - probably twice a month. Unfortunately, we haven't found a way to be proactively alerted about this. Usually, a call center manager will identify the issue when looking at data in our agent dashboards. We've trained our Customer Operations team on how to disconnect the interactions in the Admin screen of the application.
https://help.mypurecloud.com/articles/disconnect-interactions/

If that doesn't work, the issue gets escalated to my team and we attempt to disconnect the interaction via API, using/api/v2/conversations/{conversationId}/disconnect in the API explorer.

If that doesn't work, we open a case with Genesys Care to investigate.

I hope this helps!

------------------------------
Cory King
IT Lead
IGS Energy