# Disconnect Interactions

**Navigation:** Admin → Routing → Disconnect Interactions
**Context:** Operational troubleshooting tool — used to manually terminate stuck or ghost interactions

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## What Is the Disconnect Interactions Tool?

The Disconnect Interactions tool allows administrators to **manually terminate an interaction that is stuck in the system** — one that remains active in queues, real-time views, or reports even though the customer and agent have both disconnected.

This is a break-glass operational tool, not a routine configuration item.

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## When to Use It

| Symptom | Likely Cause |
|---|---|
| Interaction shows active in real-time dashboard after agent ended the call | System failed to clear interaction state |
| Queue statistics show an interaction that cannot be answered | Interaction stuck in queue with no active parties |
| Agent stuck in ACW or handling state for a call that ended | WebRTC session or signaling not closed cleanly |
| Ghost interaction visible in Performance Views | Platform sync delay or session persistence issue |

Common root causes: persistent WebRTC sessions, SIP signaling not terminating cleanly, interactions left on hold with no parties, platform synchronization issues.

> ⚠️ **Risk:** If an interaction is still genuinely active (customer still on hold, agent still connected), using this tool will immediately drop the call. Always verify the interaction is truly stuck before disconnecting.

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## How to Use It

1. Admin → Routing → **Disconnect Interactions**
2. Locate the **Interaction ID** of the problematic interaction
3. Enter the Interaction ID in the input field
4. Click **Disconnect Interaction**
5. Verify the interaction no longer appears in real-time views or queue statistics

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## Finding the Interaction ID

The Interaction ID is a UUID-format string. Find it from:

| Source | How |
|---|---|
| **Real-time Performance Views** | Click the stuck interaction → copy the Interaction ID from the details panel |
| **Interaction Details report** | Search by agent, queue, or time range → find the interaction |
| **Analytics API** | Query for active interactions if the UI doesn't surface it easily |

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## What Happens When You Disconnect

- The interaction is **immediately terminated**
- It is removed from queue statistics and real-time views
- The system logs the disconnection
- If the interaction was genuinely still active, the call is dropped — no warning is given to the customer or agent

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## Limitations

| Limitation | Detail |
|---|---|
| Some interactions cannot be disconnected | System-level lock or platform state prevents it |
| Dashboard may not update instantly | Real-time views have a refresh delay — wait a moment before concluding it didn't work |
| Root cause is not resolved | The tool terminates the stuck interaction but does not fix the underlying cause (WebRTC issue, network problem, etc.) |
| Requires escalation | If the tool fails, contact **Genesys Cloud Customer Care** with the Interaction ID |

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## Operational Workflow

```
Stuck interaction identified in real-time view or queue
      ↓
Validate — confirm no active parties (agent + customer both gone)
      ↓
Locate Interaction ID
      ↓
Admin → Routing → Disconnect Interactions
      ↓
Enter ID → Disconnect Interaction
      ↓
Verify interaction removed from views
      ↓
Document the incident (ID, time, root cause if known)
      ↓
If persists → escalate to Genesys Customer Care
```

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## Troubleshooting

| Issue | Cause | Fix |
|---|---|---|
| Interaction cannot be disconnected | Platform-level state lock | Escalate to Genesys Customer Care with Interaction ID |
| Interaction still visible after disconnect | Dashboard refresh delay | Wait 30–60 seconds and refresh the view |
| Interaction ID not found | Wrong ID copied | Re-verify the ID from interaction details or analytics |
| Multiple stuck interactions simultaneously | Systemic WebRTC or network issue | Investigate root cause; check Edge health and network connectivity |

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## Troubleshooting Checklist

| Check | ✓ |
|---|---|
| Confirmed interaction is actually stuck (not active) | ☐ |
| Interaction ID captured from performance view or reports | ☐ |
| Disconnect tool accessed at Admin → Routing | ☐ |
| Interaction ID entered and disconnect executed | ☐ |
| Verified interaction no longer in queue or real-time view | ☐ |
| Incident documented | ☐ |
| Escalated to Genesys Care if tool failed | ☐ |

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## Key Facts for Exam / Interview

| Question | Answer |
|---|---|
| Where is the Disconnect Interactions tool? | Admin → Routing → Disconnect Interactions |
| What is required to use it? | The Interaction ID of the stuck interaction |
| What happens immediately when you disconnect? | The interaction is terminated and removed from active sessions |
| What if the tool doesn't work? | Escalate to Genesys Cloud Customer Care |
| What is the risk of using this tool carelessly? | Disconnecting a genuinely active call drops the customer without warning |

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## See Also

- **Platform Usage & Monitoring** — real-time views where stuck interactions are typically spotted
- **Queue & Routing Management** — queue statistics affected by stuck interactions
- **Architect Overview** — WebRTC and SIP session handling context