Migrating from Zendesk to Genesys Cloud involves translating ticket states to interaction statuses. In Zendesk, an ‘Open’ ticket with a pending reply is clear. In GC, how does the WebRTC softphone handle the handoff when an agent ends a voice call but the digital interaction remains ‘Active’? The softphone shows ‘Available’, but the interaction stays in the queue. Is there a specific Architect flow or API call needed to sync these states properly?