Agent Desktop and Gplus Adapter Release Notes

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Not all releases or changes listed below may pertain to your deployment. Check the table below to see which releases apply to you.


Service Released onReleased forHighlights
Agent Desktop July 22, 2021
AWS.png Azure.png
Web Content Accessibility Guideline (WCAG) 2.1 level AA. compliance
Gplus Adapter for Salesforce July 22, 2021
AWS.png Azure.png
Gplus Adapter functionality is now supported in multiple browser tabs
Agent Desktop May 27, 2021
AWS.png Azure.png PrivateEdition.png
UPDATE: The Reply All button is now correctly displayed when an agent receives an inbound email that has several email addresses. Early Adopter Program support for Genesys Engage cloud private edition.
Agent Desktop April 22, 2021
AWS.png Azure.png
Agents can now dial both their personal and group voice mailboxes.
Gplus Adapter for Salesforce April 22, 2021
AWS.png Azure.png
UPDATE: Gplus Adapter support for the Salesforce Lightning Component with Service Client API for custom integrations between Salesforce and Genesys.
Agent Desktop March 31, 2021
Azure.png
Support for Genesys Engage cloud on Azure
Gplus Adapter for Salesforce March 31, 2021
Azure.png
Support for Genesys Engage cloud on Azure

Agent Desktop: July 22, 2021 AWS.png Azure.png

    What's New

    • Team Communicator now has the option to configure different list Corporate Favorites for Conference and Transfer. Please contact Genesys to enable this feature. (GAPI-27498)
    • The secondary login view where agents enter place, queue, and language is enhanced to improve login. (GAPI-27329)
    • For environments using Intelligent Workload Distribution, in the Workspace Contact History, My History, and Interaction Search views, agents can now open a work item or email before it is routed, while still being processed in the Universal Queue in Intelligent Workload Distribution. Agents can also now re-open a work item or email interaction that has already been completed (marked Done). Contact Genesys to configure this feature. (GAPI-27271)
      More info: Contacts and interactions
    • You can now hide the Transfer and Conference buttons in the Voice interaction toolbar when the agent is engaged in an active consultation and the Complete Transfer and Complete Conference operations are not possible for the active consultation. Please contact Genesys to enable this feature. (GAPI-26728)
    • Agent Desktop can now be configured so that a Corporate Favorite is available in the Team Communicator only for consultation calls. Workspace can also be configured to specify whether the consultation-only Corporate Favorite is enabled to complete the consultation as a Transfer or a Conference. Please contact Genesys to enable this feature. (GAPI-26727)
    • For Microsoft Edge (Chromium) users that implement the Sleeping Tabs feature, Agent Desktop now has improved the defense that maintains the session. Previously, when the tab running Agent Desktop did not have the focus for a long time, agents might have been disconnected and then have to re-authenticate. (GAPI-26488)
    • Agent Desktop now has improved support for Web-RTC when multiple instances of Agent Desktop are open in multiple browser tabs. (GAPI-25508)
      More info: Navigating Agent Desktop
    • Agents can now open a single Agent Desktop session in up to five browser tabs in Chrome, Edge Chromium, and FireFox. (GAPI-25507)
      More info: Navigating Agent Desktop
    • Workspace Agent Desktop is compliant with Web Content Accessibility Guideline (WCAG) 2.1 level AA with a limit of 200% for the Zoom. For an improved integration with screen readers, please contact Genesys to enable this feature. (GAPI-16320)

      Resolved Issues

      • Agents can now see all standard responses when Agent Desktop is configured to display a subset of the Responses tree. Previously, when a subcategory contained categories and standard responses, standard responses were not displayed. (GAPI-29159)
      • For Internet Explorer 11 users, Agent Desktop no longer displays a misleading warning message on the login view when screen recording is enabled. The message indicated that login had failed even when login succeeded. (GAPI-28682)
      • The Voice channel no longer becomes stuck in the Pending state in the My Channels view and the Global State menu after a transferred call is release. Previously, in this scenario, agents had to refresh the browser to return to the expected state. (GAPI-28645)
      • Team Communicator keyboard navigation for the Consultation feature has been improved. (GAPI-28535)
      • For Internet Explorer 11 users, the Performance Tracker now works correctly. Previously, counters were not refreshed. (GAPI-28391)
      • Agents can now complete chat consultations by Conference or Transfer. Previously, in some configuration environments, these functions were not always available. (GAPI-28360)
      • A defense has been introduced in Team Communicator to avoid the component becoming stuck, displaying an infinite spinner, in certain situations while using Agent Desktop in Internet Explorer 11. (GAPI-28131)
      • For Internet Explorer 11 users, the Help now works correctly. (GAPI-27994)
      • The Consultation bar is no longer incorrectly displayed in certain scenarios involving two or more email interactions from the same case. (GAPI-27384)

        Gplus Adapter for Salesforce: July 22, 2021 AWS.png Azure.png

          What's New

            Agent Desktop: May 27, 2021 AWS.png Azure.png PrivateEdition.png

            PrivateEdition.png Private edition: 9.0.000.82 available June 30, 2021

              Resolved Issues

              • UPDATE: The Reply All button is now correctly displayed when an agent receives an inbound email that has several email addresses. For example, one From address and one Cc address. Previously, in some situations, only the Reply button was displayed and the Reply All button was missing. (GAPI-28649)
              • AWS only. Agent can now open an Email interactions from the Interactions Search view while handling voice call. Previously, in some situations, the Email interaction was not opened and an error message was displayed. (GAPI-28247)
              • Agents who are disconnected from a Chat session are now correctly removed from the session. Previously, Chat session ownership could bounce between two agents. (GAPI-28066)
              • Azure only. All regions now support agents adding contacts to My Favorites. Previously, in some regions, adding a contact as a favorite resulted in an error. (GAPI-27712)
              • Text pasted into the Chat message composition field now displays correctly. Previously, the text might have displayed partially outside the field because the field did not expand correctly. (GAPI-27454)

                For private edition

                • Starting with this release, Agent Desktop is available for select customers in Genesys Engage cloud private edition, as part of the Early Adopter Program. (GAPI-27395)
                  More info: Workspace Web Edition Private Edition Guide

                  Agent Desktop: April 22, 2021 AWS.png Azure.png

                    What's New

                    • UPDATE: Agent Desktop now shows the display name (alias) of Interaction Queue objects instead of the sometimes cryptic Queue name to make it easier for agents to find Interaction Queues in Team Communicator and the Workbin views. (GAPI-22125)
                      More info: Interaction Queue name versus alias
                    • Agent Desktop sessions using WebRTC with Genesys Softphone 9.0.014.13 now transparently renew their connection when the WebRTC Gateway session has expired. Previously, after a long session, the DN changed to Out of Service and agents had to log out and then log in to re-establish the session. (GAPI-23678)
                    • Genesys Interaction Recording Screen Recording is now supported with a custom IP address when agents use Agent Desktop in a Citrix environment. Contact Genesys to enable this feature. (GAPI-24542)
                    • Agents can now dial both their personal and group voice mailboxes whether they have a message waiting or not. (GAPI-25565)
                      More info: Voicemail
                    • Citrix Virtual Apps support. Workspace Agent Desktop now runs in Citrix Virtual Apps & Desktop (C-VAD 7 1912 LTSR). (GAPI-25640)

                      Resolved Issues

                      • Agents can now complete Chat interactions that would previously become stuck following a system disconnect. Previously, in this scenario, agents could not Mark Done nor close the Interaction view of disconnected Chat interactions. (GAPI-24931)
                      • Workspace Agent Desktop now loads more efficiently over slow networks. (GAPI-26253)
                      • Workspace Agent Desktop has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated. (GAPI-25526)
                      • The display of the Interaction Search view has been improved to avoid display issues that were occurring in certain scenarios when the Advanced Search was enabled. (GAPI-26025)
                      • Hyperlinks in Case Data that already have an encoded URL are no longer double-encoded by Agent Desktop. Previously, Agent Desktop applied a second encoding to already encoded URLs, resulting in the potential for the hyperlink to not access the expected page. (GAPI-25925)
                      • Agent Desktop no longer automatically answers a call twice. Previously, for Firefox users, Agent Desktop might have tried to automatically answer a call more than once. Attempting to answer the call a second time resulted in an error. (GAPI-27534)
                      • Agents can now send an empty email reply.┬áPreviously, when an agent replied to an inbound email, deleted all the content in the outbound email reply, and sent the outbound email reply, the contact received the email with the content of the outbound email before the agent deleted it. (GAPI-25903)
                      • Agents can now search for interactions in the Contact History, My History, and Interaction Search views using the FromAddress as the search criterion. Previously, the FromAddress was not searchable when it was a configured valid search criterion. (GAPI-26466)
                      • For Chrome and Firefox users that implement the Background Tabs Throttling feature, Agent Desktop with WebRTC now has improved defense against calls being dropped. Previously, when the browser tab running Agent Desktop did not have the focus for a long time, calls were sometimes dropped and the Voice channel moved to the Out of Service state. (GAPI-24625)
                      • The Shortcut column is no longer displayed in the Standard Responses view if the Standard Responses Shortcut feature is not activated for the agent. (GAPI-26719)
                      • Workspace Agent Desktop can now complete transfers of secondary consultation calls (a consultation call on a consultation call) when the transfer of the original call to the first consultation target has been completed before the secondary transfer call is answered. Previously, when the transfer to the first consultation target was completed before the secondary transfer call was answered, it was not possible to complete the transfer of the secondary consultation call. (GAPI-25172)
                      • Agents can now Mark Done a Direct Push Preview Outbound record interaction. Previously, in some situations, the Direct Push Preview Outbound record interaction was not removed when an agent clicked Mark Done. (GAPI-26541)
                      • Agent Desktop now takes into account Smart Fail Over setup in Contact Center Settings in the event of a Smart Fail Over situation. Previously, these settings were ignored; the Application relied only on settings at the Agent Group and Agent levels. (GAPI-26423)
                        More info: Settings and configuration overview
                      • Agent Desktop now correctly displays the list of agent groups in the My Agents view. Previously, in some environments, when an agent group was deleted it was not removed from the My Agents view. (GAPI-27038)
                      • Screen recording now works in environments that use free seating. (GAPI-27413)
                      • The Chat transcript now scrolls automatically when the slider is at the bottom of the scrollbar. Previously, if a panel was resized, the auto-scroll function stopped working. (GAPI-26379)
                      • The keypad now works correctly when Agent Desktop is configured to play dialing tones when an agent clicks a key on the keypad dialer. (GAPI-27319)

                        Gplus Adapter for Salesforce: April 22, 2021 AWS.png Azure.png

                          What's New

                          • UPDATE: As of May 27, documentation is available for Gplus Adapter support for the Salesforce Lightning Component with Service Client API for custom integrations between Salesforce and Genesys. (GAPI-27607)
                            More info: Support for Salesforce Lightning Component with Service Client API
                          • Gplus Adapter for Salesforce now enables you to send a configurable list of interaction UserData key-value pairs (KVPs) when invoking Salesforce Apex. To specify the list of UserData key names, configure the Apex Data option in Agent Setup. This option depends on the Run Salesforce Apex on Interaction Events and Apex Class Name options being enabled in Agent Setup. (GAPI-26632)
                            More info: Configuring Gplus to run Salesforce Apex
                          • Gplus Adapter supports Salesforce Shield Encryption. (GAPI-26400)
                            More info: Salesforce Shield Platform Encryption

                            Resolved Issues

                            • Agents can now download attachments from Email interactions. (GAPI-26537)

                              Agent Desktop: March 31, 2021 Azure.png

                                What's New

                                • Starting with this release, Agent Desktop is available in Genesys Engage cloud on Azure.

                                  Gplus Adapter for Salesforce: March 31, 2021 Azure.png

                                    What's New

                                    • Starting with this release, Gplus Adapter for Salesforce is available in Genesys Engage cloud on Azure.



                                      Prior Releases

                                      For information about prior releases of Workspace Agent Desktop, click here: Agent Desktop (V.9)

                                      For information about prior releases of Gplus Adapter for Salesforce, click here: Gplus Adapter (V.9) for Salesforce