Does anyone know the options/meanings of Status field in Icache table? I have seen 1,2,3,4 and 5 but don’t know what they mean. thanks.
Here is the breakdown, from Genesys:
1 = Queued the interaction is in IR waiting to be routed
2 = Delivered the interaction is currently on an agent’s desktop
3 = Accepted we haven’t gotten around to submitting it to IR yet
4 = Throttled we haven’t submitted it to IR yet because IR is full
5 = Resubmitting we’re in the process of resubmitting to IR
6 = Error something went wrong the last time we tried to submit
7 = In Process being entered into the internal tables. 7s should quickly change to 1s or 4s, unless MediaLink is offline to TServer.
Here are some of my additions:
Typically, you should see 1 while the message is waiting to be queued, then 2 when it is on the Agent’s desktop. 3 typically occurs if an error occurred while the Agent was answering the email, such as if their desktop crashed. You may need to resubmit the status 3 manually, depending on your ISuite versions. I’ve seen 5s occur when a “resubmit all” is done from MediaLink. I’ve seen 4s occur when we’ve had a lot of inbound emails with too few agents to handle.
It is worth remembering that throtteled interactions have yet to appear in any stats, So you could have 500 interactions waiting in icache but noone is aware of it!