Agent Stuck in interactions for more than 4 Days

Genesys Cloud Applications
1

Hi Team,

Can someone tell me how to identify which call / interaction the agent got stuck?

which i view the queue activity detail report, we are seeing an agent showing Interacting for 4 days, how i check and take him out of the status?

2

Hi @hari12chandran

To get interactions including an agent that have not been disconnected, you can use a Conversation details query
(POST /api/v2/analytics/conversations/details/query) with a request body like:

{
 "interval": "2022-10-22T04:00:00.000Z/2022-10-27T04:00:00.000Z",
 "order": "asc",
 "orderBy": "conversationStart",
 "paging": {
  "pageSize": 25,
  "pageNumber": 1
 },
 "segmentFilters": [
  {
   "type": "or",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "userId",
     "operator": "matches",
     "value": "XXXXXXXXXXXXXXXXXX"
    }
   ]
  }
 ],
 "conversationFilters": [
  {
   "type": "or",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "conversationEnd",
     "operator": "notExists",
     "value": null
    }
   ]
  }
 ]
}

You could then take the conversationId from the response and plug it into the "Disconnect Interactions" tool in the admin section of the Genesys Cloud application.

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