Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

Siddhartha - could you share the SFDC case number?  I'd like to check into the suggestion of increasing utilization as I don't quite understand why that would be an option.

Thanks,

Chris

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

Siddhartha, when you say "stuck" do you mean that they are sitting in queue and not routing? 

Support's definition of Stuck is an interaction that shows as ended in the UI but is actually still sitting in queue not routing, due to an error in the flow or conversation (usually, for example, when an email becomes "toxic").

Before I give a suggestion, I'd like to know which situation you are experiencing.

------------------------------
George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys

Original Message:
Sent: 06-15-2023 07:28
From: Siddhartha Chopdar
Subject: Stuck Interactions

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Siddhartha Chopdar
Sabre GLBL Inc
------------------------------

Hello George,

Thank you for your response. When I say interaction is stuck it means that its assigned to an agent and the agent status shows as interacting since last 2days or more. Whereas the agent has completed working on that interaction, when you see the interaction we have the end time also updated but Reporting UI it stays interacting. Yes we have set different priority levels for Voice and Callback and Email.

Siddhartha, when you say "stuck" do you mean that they are sitting in queue and not routing? 

Support's definition of Stuck is an interaction that shows as ended in the UI but is actually still sitting in queue not routing, due to an error in the flow or conversation (usually, for example, when an email becomes "toxic").

Before I give a suggestion, I'd like to know which situation you are experiencing.

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

Not sure if it's the same thing, but we often get these stuck / phantom interactions reappear against the agent activity that have already been actioned and disconnected.

For example:

In the Agent Performance view, we can see this agent has 0 active Interactions 

However in the Queue Activity view under the agents, it's showing an email still interacting against the user (but not visible anywhere else).

The email was already actioned yesterday and completed normally, and wasn't visible yesterday against the user at close of business.

Yet as of this morning, they now have this phantom interaction back under the activity view - but it's not actually there.

After raising these many times to have these cleared - we've pretty much come to accept these anomalies as 'business as usual' and have to learn not to trust the system is showing the correct data at times. They usually clear after 24-72 hours, and we just have to live with it until it happens.

Cheers,

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

Not sure if it's the same thing, but we often get these stuck / phantom interactions reappear against the agent activity that have already been actioned and disconnected.

For example:

In the Agent Performance view, we can see this agent has 0 active Interactions 

However in the Queue Activity view under the agents, it's showing an email still interacting against the user (but not visible anywhere else).

The email was already actioned yesterday and completed normally, and wasn't visible yesterday against the user at close of business.

Yet as of this morning, they now have this phantom interaction back under the activity view - but it's not actually there.

After raising these many times to have these cleared - we've pretty much come to accept these anomalies as 'business as usual' and have to learn not to trust the system is showing the correct data at times. They usually clear after 24-72 hours, and we just have to live with it until it happens.

Cheers,

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

Hello:

An admin should be able to disconnect the interactions from the Admin menu under the routing section. You just need the interaction ID. I've had this happen before when an agent forgot to select a wrap-up code. 

Not sure if it's the same thing, but we often get these stuck / phantom interactions reappear against the agent activity that have already been actioned and disconnected.

For example:

In the Agent Performance view, we can see this agent has 0 active Interactions 

However in the Queue Activity view under the agents, it's showing an email still interacting against the user (but not visible anywhere else).

The email was already actioned yesterday and completed normally, and wasn't visible yesterday against the user at close of business.

Yet as of this morning, they now have this phantom interaction back under the activity view - but it's not actually there.

After raising these many times to have these cleared - we've pretty much come to accept these anomalies as 'business as usual' and have to learn not to trust the system is showing the correct data at times. They usually clear after 24-72 hours, and we just have to live with it until it happens.

Cheers,

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

@siddhartha have you tried to disconnect those interactions? It sounds like they are stuck in the Analytics service, but disconnected at the Conversations service level. That is whey you can still receive another even though it looks like one is still Interacting. That messes up reporting.

Hello:

An admin should be able to disconnect the interactions from the Admin menu under the routing section. You just need the interaction ID. I've had this happen before when an agent forgot to select a wrap-up code. 

Not sure if it's the same thing, but we often get these stuck / phantom interactions reappear against the agent activity that have already been actioned and disconnected.

For example:

In the Agent Performance view, we can see this agent has 0 active Interactions 

However in the Queue Activity view under the agents, it's showing an email still interacting against the user (but not visible anywhere else).

The email was already actioned yesterday and completed normally, and wasn't visible yesterday against the user at close of business.

Yet as of this morning, they now have this phantom interaction back under the activity view - but it's not actually there.

After raising these many times to have these cleared - we've pretty much come to accept these anomalies as 'business as usual' and have to learn not to trust the system is showing the correct data at times. They usually clear after 24-72 hours, and we just have to live with it until it happens.

Cheers,

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

Hi George,

We also experienced this issue last Friday between 6pm and 7pm across 3 of our queues showing our agents are either in ACW or still interacting. I also noticed that we lost data in the timelines of the interactions in question.

Using the Disconnect interactions. Didn't clear the issue from the queue activity. How ever on some of the interactions timelines it did mention that the interaction had been disconnected. Are there any other fixes that would work on the above issue?

@siddhartha have you tried to disconnect those interactions? It sounds like they are stuck in the Analytics service, but disconnected at the Conversations service level. That is whey you can still receive another even though it looks like one is still Interacting. That messes up reporting.

Hello:

An admin should be able to disconnect the interactions from the Admin menu under the routing section. You just need the interaction ID. I've had this happen before when an agent forgot to select a wrap-up code. 

Not sure if it's the same thing, but we often get these stuck / phantom interactions reappear against the agent activity that have already been actioned and disconnected.

For example:

In the Agent Performance view, we can see this agent has 0 active Interactions 

However in the Queue Activity view under the agents, it's showing an email still interacting against the user (but not visible anywhere else).

The email was already actioned yesterday and completed normally, and wasn't visible yesterday against the user at close of business.

Yet as of this morning, they now have this phantom interaction back under the activity view - but it's not actually there.

After raising these many times to have these cleared - we've pretty much come to accept these anomalies as 'business as usual' and have to learn not to trust the system is showing the correct data at times. They usually clear after 24-72 hours, and we just have to live with it until it happens.

Cheers,

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

Hi George,

We also experienced this issue last Friday between 6pm and 7pm across 3 of our queues showing our agents are either in ACW or still interacting. I also noticed that we lost data in the timelines of the interactions in question.

Using the Disconnect interactions. Didn't clear the issue from the queue activity. How ever on some of the interactions timelines it did mention that the interaction had been disconnected. Are there any other fixes that would work on the above issue?

@siddhartha have you tried to disconnect those interactions? It sounds like they are stuck in the Analytics service, but disconnected at the Conversations service level. That is whey you can still receive another even though it looks like one is still Interacting. That messes up reporting.

Hello:

An admin should be able to disconnect the interactions from the Admin menu under the routing section. You just need the interaction ID. I've had this happen before when an agent forgot to select a wrap-up code. 

Not sure if it's the same thing, but we often get these stuck / phantom interactions reappear against the agent activity that have already been actioned and disconnected.

For example:

In the Agent Performance view, we can see this agent has 0 active Interactions 

However in the Queue Activity view under the agents, it's showing an email still interacting against the user (but not visible anywhere else).

The email was already actioned yesterday and completed normally, and wasn't visible yesterday against the user at close of business.

Yet as of this morning, they now have this phantom interaction back under the activity view - but it's not actually there.

After raising these many times to have these cleared - we've pretty much come to accept these anomalies as 'business as usual' and have to learn not to trust the system is showing the correct data at times. They usually clear after 24-72 hours, and we just have to live with it until it happens.

Cheers,

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

That usually happens when the conversation goes into a bad state in the cloud, either in the Conversations service or Analytics service. For example, there are Flow conditions (like getting stuck in an infinite loop, or too many actions performed, or other things) which cause an interaction to become "toxic". various other conditions. Often the Analytics service will stop recording Timeline data and leave it at the last recorded action or show it as disconnected even when it is still active in Conversations.

Based on the behavior you describe, you need a Support case for them to go through the back end logs and figure out exactly what is happening to give you suggestions on how to solve the root cause (you are dealing with a symptom). They can disconnect the conversations using back end utilities.

Hi George,

We also experienced this issue last Friday between 6pm and 7pm across 3 of our queues showing our agents are either in ACW or still interacting. I also noticed that we lost data in the timelines of the interactions in question.

Using the Disconnect interactions. Didn't clear the issue from the queue activity. How ever on some of the interactions timelines it did mention that the interaction had been disconnected. Are there any other fixes that would work on the above issue?

@siddhartha have you tried to disconnect those interactions? It sounds like they are stuck in the Analytics service, but disconnected at the Conversations service level. That is whey you can still receive another even though it looks like one is still Interacting. That messes up reporting.

Hello:

An admin should be able to disconnect the interactions from the Admin menu under the routing section. You just need the interaction ID. I've had this happen before when an agent forgot to select a wrap-up code. 

Not sure if it's the same thing, but we often get these stuck / phantom interactions reappear against the agent activity that have already been actioned and disconnected.

For example:

In the Agent Performance view, we can see this agent has 0 active Interactions 

However in the Queue Activity view under the agents, it's showing an email still interacting against the user (but not visible anywhere else).

The email was already actioned yesterday and completed normally, and wasn't visible yesterday against the user at close of business.

Yet as of this morning, they now have this phantom interaction back under the activity view - but it's not actually there.

After raising these many times to have these cleared - we've pretty much come to accept these anomalies as 'business as usual' and have to learn not to trust the system is showing the correct data at times. They usually clear after 24-72 hours, and we just have to live with it until it happens.

Cheers,

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?

hi Goerge, 

Has there been any progress on the issue. In our environment we are also facing the same issue. 

That usually happens when the conversation goes into a bad state in the cloud, either in the Conversations service or Analytics service. For example, there are Flow conditions (like getting stuck in an infinite loop, or too many actions performed, or other things) which cause an interaction to become "toxic". various other conditions. Often the Analytics service will stop recording Timeline data and leave it at the last recorded action or show it as disconnected even when it is still active in Conversations.

Based on the behavior you describe, you need a Support case for them to go through the back end logs and figure out exactly what is happening to give you suggestions on how to solve the root cause (you are dealing with a symptom). They can disconnect the conversations using back end utilities.

Hi George,

We also experienced this issue last Friday between 6pm and 7pm across 3 of our queues showing our agents are either in ACW or still interacting. I also noticed that we lost data in the timelines of the interactions in question.

Using the Disconnect interactions. Didn't clear the issue from the queue activity. How ever on some of the interactions timelines it did mention that the interaction had been disconnected. Are there any other fixes that would work on the above issue?

@siddhartha have you tried to disconnect those interactions? It sounds like they are stuck in the Analytics service, but disconnected at the Conversations service level. That is whey you can still receive another even though it looks like one is still Interacting. That messes up reporting.

Hello:

An admin should be able to disconnect the interactions from the Admin menu under the routing section. You just need the interaction ID. I've had this happen before when an agent forgot to select a wrap-up code. 

Not sure if it's the same thing, but we often get these stuck / phantom interactions reappear against the agent activity that have already been actioned and disconnected.

For example:

In the Agent Performance view, we can see this agent has 0 active Interactions 

However in the Queue Activity view under the agents, it's showing an email still interacting against the user (but not visible anywhere else).

The email was already actioned yesterday and completed normally, and wasn't visible yesterday against the user at close of business.

Yet as of this morning, they now have this phantom interaction back under the activity view - but it's not actually there.

After raising these many times to have these cleared - we've pretty much come to accept these anomalies as 'business as usual' and have to learn not to trust the system is showing the correct data at times. They usually clear after 24-72 hours, and we just have to live with it until it happens.

Cheers,

Hello Team,

We are seeing stuck interactions in our environment. These are mainly Email and Call Back interactions. These interactions are running for over 2 days. When we reached Genesys Care for the same for the root cause the asked us to change the Agent Utilization for the same. For the current set up we have if an agent is on an email interaction it can be interrupted by Voice and Callback. They suggested us to remove the same, but unfortunately its not possible for us to remove it since if we do than the voice and callback will remain forever in the queue. 

Has anyone faced similar kind of issue and what was done to resolve it ?