Conversations with media type message are taking 1-2 months duration.
Previously I experienced the same issue with emails. But in the forums, I found info like this will happen only for emails and callbacks. Can someone provide information why message conversations are taking long duration?
Thank you @tim.smith for the resources.
Opened a case with Genesys and below is the information
After revieing the conversation IDs it appears that these interactions may have been stuck as they were never assigned to an agent but remained in the queue. If you review the interaction timelines under Performance >Workspace> Interactions, we can see that for both interactions that for the Queue participant in the conversation the disconnect type was "peer" which according to our documentation here means "Another participant in the conversation caused the disconnect. For example, the customer hung up." So from this we can conclude that the disconnect was done on the side of the end user.
Web Message interactions are asynchronous which means that these conversations can persist via browser localStorage. This is documented in our Resource Center here where it compares the synchronous nature of web chat vs the asynchronous nature of web message interactions. So unless an agent ends the session or unless the interaction is disconnected through the API, this interaction may persist until the end user's browser's localStorage is cleared.
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