FAQs: ACD messages

Retraining fails due to insufficient data for certain media types, because of a reduced number of interactions on the queue since activation. For more information, see Predictive routing during KPI processing phase.

An error occurs either because of insufficient data to create a data model or because of an unlikely system error. For more information, see Predictive routing during KPI processing phase.

The guest session that is exposed to end-users remains active as long as there are ongoing messages exchanged over the past 72 hours. After 72 hours of inactivity, the session expires and is closed. End-users also lose access to the session.

Yes. Genesys Cloud messaging channels have the following size limits for transferring file attachments in inbound and outbound messages: 

• Web messaging: 10 MB limit for inbound and 25 MB for outbound
• SMS messaging: 3 MB limit
• Third party messaging platforms: 25 MB limit (Some platforms, like Facebook Messenger, have their own file size limits)
• Open messaging: 100 MB limit for inbound and 25 MB for outbound
• Email: 40 MB limit. For more information, see What are ACD email message and attachment size limits?

When you decline or fail to answer an interaction within the Alerting Timeout period, Genesys Cloud returns the interaction to the queue and places you into Not Responding status. An alert appears to the upper right of the user interface, and your profile shows that you are on queue and not responding.

Alerting Timeout is one of many settings your contact center admin sets when they create queues. It determines when the notification for the incoming interaction ends and when Genesys Cloud marks you Not Responding.

While Not Responding, you do not receive new interactions. Declined or not answered interactions reenter the queue.

To resolve the Not Responding status and go back on queue, click Make eligible for interactions. Alternatively, to remove yourself from the queue, click Go off queue.

Interactions can have three timers:

• The interaction alert notification features a timer that shows the amount of time that the interaction has been in the queue. The blue bar at the top of the interaction alert is a visual indicator of the time remaining until Genesys Cloud marks you as Not responding.
• After you answer an interaction, the timer to the lower right of the interaction card displays the duration of the interaction’s current state. For example, interacting, hold, or after call work.
  Note: If your admin has configured a mandatory time limit, this timer displays the remaining time during after-call-work.
• Above the interaction window, to the right of the contact and channel information Genesys Cloud displays the duration of the selected interaction.