Icache table

[John]

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.

[JimM]

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.

[james]

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!