In CDT you noticed several e-mails stuck in e-mail queues which are not allocated to anyone, as seen in the below example screenshot:
SAP Contact Center 7.0
ActivityOpenList, QueueGUID, old contacts, e-mail, contact, stuck, unable to pick e-mail , KBA , sap contact center , stuck , ghost e-mails , in queue , logest queuing time , CRM-CCI , Contact Center Infrastructure , Problem
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