Pending interactions in GAD

[smile]

Hi All

When agents closes the GAD without closing opened interactions, in next time while this contact calls, agent see the message: "There are 3 other interactions pending for this contact, see history for details". The main trouble is that agent can't delete such contacts from UCS, because their has "pending interactions". I see this interactions in contact history, but how to "mark done" it?

[smile]

nobody knows? 

[cavagnaro]

There must be some emails pending for handling. Open them and mark them done.

[YevgeniyP]

It may be draft email sitting in draft workbin, or some inconsistency between Interaction Server and UCS if you stop interaction in Interaction Server but not in UCS.
To resolve the first case just clean up workbin using desktop or special logic in business process. For the second case go to UCS and  update interaction status to 3.

YP

[a.jay]

Hi all,

If UCS does not help than I can take advantage still?

[cavagnaro]

What?

[a.jay]

I have a similar problem, but through the UCS Manager problem is not resolved. Is it possible to have some variant of the problem?

[cavagnaro]

Why is it not solved? Have you modified the DB directly? What error/scenario do you have?
Please be a little bit more descriptive

[smile]

cavagnaro, the speech is about usual voice interaction (in my case) which hasn't been marked as done. there is no pending emails or something other for this contact. I see this interactions in history with icon in the form of sandglass.
I think that i can fix this records in UCS database via sql, but it seems a little ugly solution. I hope that there is exist more standard way to do it
Do you use GAD? What are you [or agents] doing when the message about "There are X other interactions pending for this contact, see history for details" appears?

[cavagnaro]

Yes, I use and deploy GAD. See if using the supervisor interface of GAD when you monitor the interaction queues you find any pending interaction for these customers. The sandglass indicates that they are waiting for something, open them using GAD Supervisor and finish them.

[smile]

I've tried to do this, but i can't. As i understand, supervisor work area for interactions works only with multimedia, i.e. if you have not ended chat - you'll see them there. But the such voice interactions never shown there.

[Timur Karimov]

[quote author=smile link=topic=5447.msg24087#msg24087 date=1273005929]
I've tried to do this, but i can't. As i understand, supervisor work area for interactions works only with multimedia, i.e. if you have not ended chat - you'll see them there. But the such voice interactions never shown there.
[/quote]
try to look directly in interactions table from Interaction Serevr DB.