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Clearing a stuck contact in CXone

Clearing a stuck contact in CXone

Owned by Deanna Collia
Last updated: Oct 09, 2023
2 min read

Background

A contact can get stuck in the queue, meaning it won’t get routed at all even if there are agents available to accept the interaction. This can happen if an agent attempts to transfer a contact to an agent that does not have that particular skill.

To clear a stuck contact

  • From the Active Agents dashboard, double click on the stuck contact to open up the contact details:

 

 

  • Copy the contact ID

 

  • Navigate to the pre-built report section and select the ‘Active Contacts’ report

  • Locate the contact ID:

  • Click the contact options tab, then clear contact: