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
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Renaud Larcier
Travelport
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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!
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Cory King
IT Lead
IGS Energy
Original Message:
Sent: 05-06-2022 05:43
From: Andrew Lewis
Subject: Stuck Sessions in Genesys Cloud
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
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