Greetings! I am reaching out because we are seeing a significant issue with our digital messaging interactions that is skewing our real-time agent occupancy metrics. I am the Speech Analytics manager, but I work closely with our WFM team. We are seeing cases where a web messaging interaction remains in a ‘Connected’ state on the agent’s dashboard for hours after the customer has clearly ended the session and the agent has provided the wrap-up code. This prevents the agent from receiving new work and makes our 5000-agent BPO look under-utilized! I have reviewed the conversation details and the disconnect time for the customer is logged, but the agent session just hangs. Has anyone successfully implemented an automated cleanup for these ‘stuck’ interactions?
This is an absolute nightmare for flow maintenance! I maintain over fifty flows and I see this constantly with asynchronous messaging. The problem is usually a mismatch between the ‘Threading Timeline’ and the agent’s ‘ACW’ settings. If the agent does not properly close the tab or if the network blips during the wrap-up submission, the session hangs in the Genesys Cloud media service.
You should look into the POST /api/v2/conversations/messages/{conversationId}/disconnect API endpoint. We actually built an AWS Lambda script that runs every ten minutes, finds any sessions that have been idle for over an hour, and force-disconnects them.
It is the only way to keep the real-time dashboards accurate!
I am super excited to hear that others are using Lambda for this! I can tell you that those stuck sessions are the biggest pain point for our staffing models! We actually went a step further and built a real-time monitor using the Notification API. When we see a messaging session that has a ‘disconnected’ customer but the agent is still ‘connected’ for more than five minutes, we trigger a notification to the supervisor! It is such a brilliant way to keep the floor moving! You should definitely try the automated cleanup approach, it is a total life saver for large contact centers!