old interactions are not archived and cleaned up properly / In GENMCR and GENMCA

NICE CXone API & Integrations
1

The interactions older than 6 months should be archived/moved to GENMCA database and purged after 7 uyears from archived DB.

If we run the following SQL statement on GENMCR we can see the interactions from 2011
SELECT * from interaction where startdate <TO_DATE(‘30/APR/2015’,‘dd/mon/yyyy’) order by startdate;

! Old interactions count in GENMCR is : 5,655,621
SELECT count(*) from interaction where startdate <TO_DATE(‘30/APR/2015’,‘dd/mon/yyyy’);

2

So?
Maybe they are still in open state. Your Strategies probably didn’t ended them.

3

All interactions within particular thread must meet following conditions:

  • Must be stopped (attribute [UCS_DB].Interaction.Status=3)
  • Interaction processing must be finished (attribute [UCS_DB].Interaction.EndDate must not be NULL)
  • Interaction attribute [UCS_DB].Interaction.EndDate must be earlier (older) than the selected time limit for pruning/archiving
4

When you say they are finished you say because you business rules or because DB property. I talk, as Kubig says, about a flag on the DB. If your callflow has no control points then they won’t be considered as closed.

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5

Need to check you strategies and see any loop around. On those interactions check which queue they are right now.

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6

Then check that strategy on that queue, there must be something not controlled. Check URS logs, IXN logs. You need to do your detective work there.

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