Genesys Cloud - Main

Overnight, we now see emails that are sitting in queue will show a a total amount of time since the first inbound interaction came into the queue.  During most email interactions, there is a back and forth and each reply from a customer that comes back into the queue will be stamped with a new Duration time.  Now all interactions are showing a total cumulative duration of days, not hours or minutes.

Also since this update occurred, we now have 90% of our email interactions are 'stuck' and won't deliver to their respective skill and Queue.

Anyone else seeing this behavior?

#Unsure/Other

------------------------------
Steve Parsons
BCD Travel USA LLC
------------------------------

Are you still seeing this?  Did the recent releases help in any way?  What type of routing are you using on the queue?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 10-19-2023 13:58
From: Steve Parsons
Subject: Update Last Night / EMail Interactions Stuck in Queue

Overnight, we now see emails that are sitting in queue will show a a total amount of time since the first inbound interaction came into the queue.  During most email interactions, there is a back and forth and each reply from a customer that comes back into the queue will be stamped with a new Duration time.  Now all interactions are showing a total cumulative duration of days, not hours or minutes.

Also since this update occurred, we now have 90% of our email interactions are 'stuck' and won't deliver to their respective skill and Queue.

Anyone else seeing this behavior?

#Unsure/Other

------------------------------
Steve Parsons
BCD Travel USA LLC
------------------------------