Contact entry is stuck in real-time reporting

Perform the following steps for the scenarios mentioned.

Contact stuck in a CSQ in CSQ Stats

1. Navigate to CSQ Stats.
2. Select the CSQ where a contact is stuck.
3. Select View > CSQ Waiting Contacts Info.
4. Select the contact that is stuck.
5. Make a note of the details of the contact (ImplID) that is stuck.
6. Select the contact and click Tools > Clear Contact to remove the entry.
7. Send the cleared contact details to your support provider for root-cause analysis.

Contact stuck as waiting in Overall Stats

1. Navigate to Overall Stats.
2. Select View > Overall Waiting Contacts Info.
3. Select the contact that is stuck.
4. Make a note of the details of the contact (ImplID) that is stuck.
5. Select the contact and click Tools > Clear Contact to remove the entry.
6. Send the cleared contact details to your support provider for root-cause analysis.

Contact stuck in a Contacts report

1. Navigate to Contacts report.
2. Select the contact that is stuck.
3. Make a note of the details of the contact (ImplID) that is stuck.
4. Select the contact and click Tools > Clear Contact to remove the entry.
5. Send the cleared contact details to your support provider for root-cause analysis.

Note:

Use caution while performing this action as it can remove legitimate active Contacts as well.

Use the “Active" column in these reports to ascertain which contact is alive and which is a probable stuck entry.

If an active ongoing Contact is accidentally removed, you can track it in Historical Reporting by searching records with disposition = 99.