Genesys Cloud - Main

Hi there

Would anyone perhaps know why an email interaction would be in "Transmitting" state and remains like that until we disconnect the interaction?  Could it be that something happened on the agent's desktop (freezing or no network connection) during interacting with it and then the interaction remained in a Transmitting state?

Thank you.

Regards,
Kerstin

Hi Kerstin,

What type of interaction was that: Voice, Chat, Messaging, Email?  Also, what Participant (out of view to the left of your screenshot) was that: IVR, ACD, Agent, Customer?

Hi there

Would anyone perhaps know why an email interaction would be in "Transmitting" state and remains like that until we disconnect the interaction?  Could it be that something happened on the agent's desktop (freezing or no network connection) during interacting with it and then the interaction remained in a Transmitting state?

Thank you.

Regards,
Kerstin

Hi Jim

Thank you for your response.  It's an email interaction.  Participant is agent, sorry, I omitted that portion:

Regards,
Kerstin

Hi Kerstin,

What type of interaction was that: Voice, Chat, Messaging, Email?  Also, what Participant (out of view to the left of your screenshot) was that: IVR, ACD, Agent, Customer?

Hi there

Would anyone perhaps know why an email interaction would be in "Transmitting" state and remains like that until we disconnect the interaction?  Could it be that something happened on the agent's desktop (freezing or no network connection) during interacting with it and then the interaction remained in a Transmitting state?

Thank you.

Regards,
Kerstin

I'm not familiar with the "Transmitting" status so I'll have to ask around to a few teams to figure out what might cause an interaction to remain in that status while it is assigned to an agent.  I'll let you know.

Hi Jim

Thank you for your response.  It's an email interaction.  Participant is agent, sorry, I omitted that portion:

Regards,
Kerstin

Hi Kerstin,

What type of interaction was that: Voice, Chat, Messaging, Email?  Also, what Participant (out of view to the left of your screenshot) was that: IVR, ACD, Agent, Customer?

Hi there

Would anyone perhaps know why an email interaction would be in "Transmitting" state and remains like that until we disconnect the interaction?  Could it be that something happened on the agent's desktop (freezing or no network connection) during interacting with it and then the interaction remained in a Transmitting state?

Thank you.

Regards,
Kerstin

Thanks Jim

I'm not familiar with the "Transmitting" status so I'll have to ask around to a few teams to figure out what might cause an interaction to remain in that status while it is assigned to an agent.  I'll let you know.

Hi Jim

Thank you for your response.  It's an email interaction.  Participant is agent, sorry, I omitted that portion:

Regards,
Kerstin

Hi Kerstin,

What type of interaction was that: Voice, Chat, Messaging, Email?  Also, what Participant (out of view to the left of your screenshot) was that: IVR, ACD, Agent, Customer?

Hi there

Would anyone perhaps know why an email interaction would be in "Transmitting" state and remains like that until we disconnect the interaction?  Could it be that something happened on the agent's desktop (freezing or no network connection) during interacting with it and then the interaction remained in a Transmitting state?

Thank you.

Regards,
Kerstin

Kerstin,

So the status of "Transmitting" is meant to indicate that it has been queued to be sent but hasn't actually been sent out yet.  Think of it like something sitting in the Outlook Outbox.  Apparently there are a few other customers that have reported this same issue and engineering believes is might be related to a recent release.  The suggestion was for you to open a Customer Care Case on this so that they can track the issue and let you know when a fix has been pushed to production.

Sorry for the trouble.

Thanks Jim

I'm not familiar with the "Transmitting" status so I'll have to ask around to a few teams to figure out what might cause an interaction to remain in that status while it is assigned to an agent.  I'll let you know.

Hi Jim

Thank you for your response.  It's an email interaction.  Participant is agent, sorry, I omitted that portion:

Regards,
Kerstin

Hi Kerstin,

What type of interaction was that: Voice, Chat, Messaging, Email?  Also, what Participant (out of view to the left of your screenshot) was that: IVR, ACD, Agent, Customer?

Hi there

Would anyone perhaps know why an email interaction would be in "Transmitting" state and remains like that until we disconnect the interaction?  Could it be that something happened on the agent's desktop (freezing or no network connection) during interacting with it and then the interaction remained in a Transmitting state?

Thank you.

Regards,
Kerstin

Hi Jim

Thank you very much for providing me with the feedback.  I will log a case with Customer Care.

Enjoy your weekend.

Regards,
Kerstin

------------------------------
Kerstin Vogel
Altron Systems Integration a Division of Altron TMT (Pty) Ltd

Original Message:
Sent: 01-12-2024 09:02
From: Jim Crespino
Subject: "Transmitting" state for an ineraction

Kerstin,

So the status of "Transmitting" is meant to indicate that it has been queued to be sent but hasn't actually been sent out yet.  Think of it like something sitting in the Outlook Outbox.  Apparently there are a few other customers that have reported this same issue and engineering believes is might be related to a recent release.  The suggestion was for you to open a Customer Care Case on this so that they can track the issue and let you know when a fix has been pushed to production.

Sorry for the trouble.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Original Message:
Sent: 01-12-2024 01:27
From: Kerstin Vogel
Subject: "Transmitting" state for an ineraction

Thanks Jim

------------------------------
Kerstin Vogel
Altron Systems Integration a Division of Altron TMT (Pty) Ltd

Original Message:
Sent: 01-11-2024 16:53
From: Jim Crespino
Subject: "Transmitting" state for an ineraction

I'm not familiar with the "Transmitting" status so I'll have to ask around to a few teams to figure out what might cause an interaction to remain in that status while it is assigned to an agent.  I'll let you know.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Original Message:
Sent: 01-11-2024 15:01
From: Kerstin Vogel
Subject: "Transmitting" state for an ineraction

Hi Jim

Thank you for your response.  It's an email interaction.  Participant is agent, sorry, I omitted that portion:

Regards,
Kerstin

------------------------------
Kerstin Vogel
Altron Systems Integration a Division of Altron TMT (Pty) Ltd

Original Message:
Sent: 01-11-2024 12:56
From: Jim Crespino
Subject: "Transmitting" state for an ineraction

Hi Kerstin,

What type of interaction was that: Voice, Chat, Messaging, Email?  Also, what Participant (out of view to the left of your screenshot) was that: IVR, ACD, Agent, Customer?

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Original Message:
Sent: 01-10-2024 03:56
From: Kerstin Vogel
Subject: "Transmitting" state for an ineraction

Hi there

Would anyone perhaps know why an email interaction would be in "Transmitting" state and remains like that until we disconnect the interaction?  Could it be that something happened on the agent's desktop (freezing or no network connection) during interacting with it and then the interaction remained in a Transmitting state?

Thank you.

Regards,
Kerstin

#DigitalChannels
#Unsure/Other

------------------------------
Kerstin Vogel
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
------------------------------