Remove disconnected interaction from SLA calculations

[jmkraap]

Our customer recently had an issue where their automatic reply from Genesys Cloud e-mail flow triggered another automatic reply from another system and created a loop. This created over 1600 e-mail interactions in their queue that were not actual customer contacts.

Customer used E-mail Preview tool (provided by Genesys PS) to disconnect these interactions.

Problem is, now these 1600 e-mails are shown as not meeting the target answer time for e-mails and this causes issues with customer reporting in Genesys Cloud.

Is there a way to use the API to flag these e-mail interactions as spam or something else so they would not be included in SLA calculations for the queue?

[anon90596342]

Hi jmkraap,

Thanks for posting. For Genesys Cloud, these emails were real and there isn't a way to remove evidence of conversations. However, you can report the email loop issue to the Customer Care and maybe they can handle the issue better.

Thanks