So I've tried to find if there is anything that helps this situation but I have come up blank so....
Agent goes on queue and starts handling one or more (web) messaging conversations.. Then, for whatever reason, they disconnect without ending them. These conversations appear to be stuck with this Agent until they log back in and do something, but sometimes, they may not - end of shift etc.
If I look at Performance > Queue Activity, I can see users who are not connected (Offline) "interacting" with messages, but we can't do anything with them.
There is the "Disconnect Interactions" function in Admin, but this seems to be overkill.
Am I missing some configuration option that would return such interactions to their previous queue if user goes offline after X minutes?
Do we have to build something that monitors this and does something? Has anyone done that? APIs seem a bit limited when it comes to being able to do things to conversations unless you are the user who has said conversation.
#DigitalChannels#Omni-ChannelDesktop/UserInterface------------------------------
Angus Huckle
Spark New Zealand Trading Limited
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