You will need to ask Lawrence and Peter what resulted from their Support cases.
Each situation can be different, so you should open your own Support case to help you figure out the cause.
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Original Message:
Sent: 04-15-2024 22:23
From: Suraj Bhan Malik
Subject: Stuck Interactions
hi Goerge,
Has there been any progress on the issue. In our environment we are also facing the same issue.
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Suraj Bhan Malik
Capgemini
Original Message:
Sent: 03-11-2024 09:05
From: George Ganahl
Subject: Stuck Interactions
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.
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
Original Message:
Sent: 03-11-2024 00:56
From: Peter Dykmans
Subject: Stuck Interactions
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?
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Peter Dykmans
Smart Service Queensland
Original Message:
Sent: 06-20-2023 15:16
From: George Ganahl
Subject: Stuck Interactions
@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.
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George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys
Original Message:
Sent: 06-20-2023 10:30
From: Tracie Wood
Subject: Stuck Interactions
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.
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Tracie Wood
DuPont
Original Message:
Sent: 06-20-2023 01:57
From: Jeff Hoogkamer
Subject: Stuck Interactions
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,
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Jeff
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)
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Siddhartha Chopdar
Sabre GLBL Inc
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