Agent Desktop and Gplus Adapter Release Notes

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Contents

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

Important
The Release table lists the initial availability date for each release and the deployment environments for which a release is made available. Except when otherwise stated in the description for a specific release, each release includes all of the features and resolved issues that were introduced on earlier dates, regardless of the deployment environment. The features and resolved issues that apply only to a specific deployment environment are noted as such.
Service Available Genesys CX on Private edition Highlights Release
AWS Azure GCP
Agent DesktopJune 28, 2022 AWS.png

Azure.png

Support for Google Agent Assist for Voice interactions.9.0.000.95
Gplus Adapter for SalesforceJune 28, 2022 AWS.png Screen pop different object types for Digital interactions.9.0.000.95
Gplus Adapter for SalesforceMay 24, 2022 AWS.png Support for the creation of a new Salesforce record on screen pop for Digital channels.9.0.000.94
Agent DesktopMay 23, 2022 AWS.png

Azure.png

Support of optional validation of editable fields in the interaction Case Information view.9.0.000.94
Agent DesktopApril 7, 2022 PrivateEdition.png Resolved issue and improvements.9.0.000.93
Gplus Adapter for SalesforceMarch 22, 2022 AWS.png Support for the Salesforce Winter '22 release.9.0.000.70
Agent DesktopMarch 22, 2022 AWS.png

Azure.png

  • Updated: 06/01/22 to include GAPI-31259
  • The Interaction notification and Team Communicator Recents list now displays the contact name and the number of missed calls from the contact.
  • Updated information for the resolved issue GAPI-32533.
9.0.000.91
Agent DesktopMarch 21, 2022 PrivateEdition.png Feedback submitted by agents is now published in Telemetry Service.9.0.000.92
Agent DesktopFebruary 28, 2022

Azure.png

For environments using Advanced Email, Workspace now supports the Related tab to enable agents to see all interactions related to the current interaction, including related interactions handled by different agents.9.0.000.90
Agent DesktopFebruary 1, 2022 PrivateEdition.png Support for deploying all private edition services in a single namespace.9.0.000.89
Agent DesktopNovember 4, 2021 AWS.png

Azure.png

Create a voice interaction without a contact.9.0.000.88
Agent DesktopOctober 14, 2021 AWS.png

Azure.png

PrivateEdition.png The Communication tab for Digital Channels has been enhanced to improve agent experience. For Digital Channels users, the Conversation tab has been migrated to the Workspace Agent Desktop Chat interaction view, and the new Chat interaction view has been enhanced to improve agent experience.9.0.000.87
Agent DesktopSeptember 16, 2021

Azure.png

PrivateEdition.png
  • Resolved issues and improvements.
  • Private Edition: Support for the use of arbitrary, or random, user IDs (UIDs) in OpenShift.
  • Early Adopter Program support for Genesys Multicloud CX private edition deployments on GKE.
9.0.000.86
Agent DesktopAugust 19, 2021 AWS.png

Azure.png

Workspace now has a defense mechanism that enables agents to review and close the recovered calls.9.0.000.85
Gplus Adapter for SalesforceAugust 19, 2021 AWS.png

Azure.png

Support for Genesys Digital Channels SMS chat interactions.9.0.000.64
Agent DesktopJuly 22, 2021 AWS.png

Azure.png

Web Content Accessibility Guideline (WCAG) 2.1 level AA. compliance9.0.000.84
Gplus Adapter for SalesforceJuly 22, 2021 AWS.png

Azure.png

Gplus Adapter functionality is now supported in multiple browser tabs9.0.000.63
Agent DesktopMay 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 Multicloud CX private edition deployments on OpenShift.9.0.000.82
Agent DesktopApril 22, 2021 AWS.png

Azure.png

Agents can now dial both their personal and group voice mailboxes.9.0.000.81
Gplus Adapter for SalesforceApril 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.9.0.000.62
Agent DesktopMarch 31, 2021

Azure.png

Support for Genesys Engage cloud on Azure9.0.000.79
Gplus Adapter for SalesforceMarch 31, 2021

Azure.png

Support for Genesys Engage cloud on Azure9.0.000.60

Agent Desktop: June 28, 2022AWS.png Azure.png

What's New

  • Agent Desktop can now send attachments with the JPEG file extension. Please contact Genesys to enable this feature. (GAPI-34175)

  • Agent Desktop now displays the transcript of Twitter public and Facebook public media types in the History views. (GAPI-33886)
    More info: Interaction history views

  • Agent Desktop now supports Google Agent Assist for Voice interactions. Please contact Genesys to enable this feature. (GAPI-32940)
    More info: [[PEC-AD/Current/Agent/ADGoogleAgentAssist|]]

  • Agent Desktop now supports TEAMS Integration. TEAMS integration enables the following features:

    • Azure Active Directory SSO login.
    • Search for MSFT TEAMS users by using Team Communicator leveraging Contact Directory sync.
    • View presence information for MSFT TEAMs users.
    • Transfer and conference calls to MSFT TEAMS users.
    • Make internal calls to other MSFT TEAMS users.

    Please contact Genesys to enable this feature. (GAPI-29576)
    More info: Internal interactions
    Limited to: Genesys CX on Azure

  • Agent Desktop now enables agents to schedule for contacts a callback with a preferred date and time. Please contact Genesys to enable this feature. (GAPI-14324)
    More info: [[PEC-AD/Current/Agent/ADCallback|]]

Resolved Issues

  • For environments where auto mark Done is enabled, Agent Desktop now correctly handles auto mark Done when a call is released immediately after it is answered. Previously, the related interaction remained in the In Progress state in the History. (GAPI-34843)

  • When a strategy sets the value of an attached data field in the Case Information area, but the attached data value is not available from the field drop-down list, if the agent attempts to edit the field, then cancels the edit, the initial attached data value can now be restored to the field. Previously in this scenario, the initial attached data value was replaced by an empty value. Please contact Genesys to enable this behavior. (GAPI-34833)

  • Agent Desktop now correctly handles Favorites for Agents, Agent Groups, Interaction Queues, Routing Points, and Skills. Previously in some scenarios, some Favorites with special characters in their names were not displayed. (GAPI-34826)

  • To better handle inline images from standard responses used as a signature, Agent Desktop can now embed the images in an email interaction. This enables Agent Desktop to restrict image size and file type similar to how attachments are handled. Previously, images in signatures might not have been included for some email clients receiving the email. Please contact Genesys to enable this behavior.

    Also, embedded images from an external resource inserted into an email from an email signature standard response are now displayed to agents. Previously, embedded images from external resources were considered untrusted and were not displayed to agents. (GAPI-34016)

Known Issues

  • During conference calls, Agent Desktop does not correctly display the parties in the Agent Assist transcript. Internal and external parties are displayed on the incorrect sides of the transcript. (WWE-241)

  • For a two-step transfer of a call with a contact from one agent using Agent Assist to another, the Google Agent Assist Conversation Profile is currently the same for both the transferring and receiving agents. Note, the Conversation Profile cannot be overridden. (GAPI-34785)

  • Agents must refresh the Agent Desktop browser page to see Teams targets that they have assigned as Favorites. (GAPI-34458)

  • Agent Desktop currently does not support localization for Google Agent Assist for Voice interactions. The transcript and Agent Assist tab are displayed in English only, even if the agent is using another language for Agent Desktop. (GAPI-32942)

Gplus Adapter for Salesforce: June 28, 2022AWS.png

What's New

  • Gplus Adapter can now screen pop different object types for Digital interactions. This feature is configured by the Screen Pop object type option in Agent Setup. (GAPI-31282)
    More info:

    #mintydocs_link must be called from a MintyDocs-enabled page (RN/GplusAdapter for Salesforce/9.0.000.95).
    and
    #mintydocs_link must be called from a MintyDocs-enabled page (RN/GplusAdapter for Salesforce/9.0.000.95).

Gplus Adapter for Salesforce: May 24, 2022AWS.png

What's New

  • Gplus Adapter can execute Salesforce Apex initiated by specific Genesys Digital Channels interaction events. Configure this feature by using the Run Salesforce Apex on Interaction Events option in Agent Setup. (GAPI-32799)
    More info: Run Salesforce Apex on Interaction Events, Configuring Gplus to run Salesforce Apex

  • Gplus Adapter supports environments with Reverse Proxy configuration. (GAPI-32652)

  • Gplus Adapter now supports the creation of a new Salesforce record on screen pop for the Chat, Email, and Workitem (Open Media) channels. (GAPI-32285)

Agent Desktop: May 23, 2022AWS.png Azure.png

What's New

  • Agent Desktop enables you to control the treatment applied to URLs of embedded Web Applications. The possible treatments are:

    • Encoding
    • Encoding if no encoding is detected. Workspace searches the URL for a percent (‘%’) character followed by hexadecimal values (for example, '%23')
    • No encoding
    Agent Desktop encodes the URL using the EncodeURI javascript function. This function excludes specific characters from being encoded. Refer to the EncodeURI documentation for information. The treatment can be applied by UI level (interaction and Workspace) and by mode (INTERNAL, HIDDEN, BACKGROUND, and EXTERNAL). Please contact Genesys to enable this feature. (GAPI-34104)

  • Agent Desktop now supports optional validation of editable fields in the interaction Case Information view. A related regular expression can be applied to handle the validation with an optional instruction message displayed to the agent. For a date and time field, the storage and display format can be specified. Please contact Genesys to enable this feature. (GAPI-33464)

  • In the Related tab of the email interaction view for environments using Advanced Email, agents can now mark as Done all selected email interactions that have the same disposition code. (GAPI-30132)

Resolved Issues

  • Agent Desktop now displays correctly when the Statistics Gadget is enabled for an agent, a statistic is defined for the Statistics Gadget, and a measurement unit is defined for the statistic. Previously in this scenario, the application was unusable. (GAPI-34408)

  • The Extend After Call Work time indefinitely message no longer unexpectedly blinks on and off in the following scenario:

    1. The Can Extend After Call Work setting is granted.
    2. The Cancel ACW on Change and My Channels Pending State settings are enabled.
    3. During a call with a contact, an agent cancels the After Call Work state and then immediately selects the Ready or Not Ready state. (GAPI-33854)

  • The Interaction Queue view now correctly displays the complete list of interactions when an agent performs an action such as sort, search, or refresh. Previously, if an interaction was marked as Done, deleted, or had Case Information edited, no interactions were displayed. (GAPI-33818)

  • During a Smart Failover situation in which Agent Desktop switches to a different region, voice channel status is maintained on the new region in all cases. Previously in this scenario, options forcing the Ready state or the Not Ready state with reason for the login were also applied. This fix modifies the default behavior of Agent Desktop and corrects the failover behavior. (GAPI-32954)

Agent Desktop: April 07, 2022PrivateEdition.png

Resolved Issues

  • Interactions that have been marked as Done or deleted using one of the interaction management views are no longer displayed in the interaction management view after an agent refreshes their browser. (GAPI-33818)

Gplus Adapter for Salesforce: March 22, 2022AWS.png

What's New

  • Gplus Adapter supports the use of SCAPI during undock and dock operations. (GAPI-32097)

  • Gplus Adapter supports the Salesforce Winter '22 release. (GAPI-32056)

  • Gplus Adapter can now enable and disable Salesforce click-to-dial. To configure this feature, use the Click to Dial option in Agent Setup. (GAPI-30469)
    More info: General Options

  • A new icon and text are introduced for when the Gplus Adapter agent is in the logged out state to improve visibility of the agent status. (GAPI-29509)
    More info: How do I log in?

  • Gplus Adapter creates a Salesforce activity log on screen pop for Chat, Email, and Workitems. This feature is configured by Activity Log on Screen Pop in Agent Setup. (GAPI-28692)
    More info: Activity Log Options

  • For troubleshooting purposes, Gplus Adapter writes the list of all agent level crm-adapter option settings to the browser log. (GAPI-28689)
    More info: Troubleshooting

Resolved Issues

  • A caching issue preventing some agents from logging in to Gplus Adapter after upgrading to a newer version of Gplus Adapter has been fixed. (GAPI-31453)

Agent Desktop: March 22, 2022AWS.png Azure.png

What's New

  • To be complaint with WCAG 2.1 level AA, the contrast ratio of the placeholder text in the Search fields is improved. (GAPI-33291)

  • For environments using browser-based WebRTC, agents who are on a consultation call can now mute and unmute the consultation call when the main call is released. These operations are available from the Consultation toolbar. (GAPI-32949)

  • If the contact name is available in the SIP header and is not present in the Contact Directory, the Interaction notification and Team Communicator Recents list now displays the contact name and the number of missed calls from the contact. Please contact Genesys to enable this feature. (GAPI-32268)

  • When displaying interactions in the Details tab of the History view, Workspace now only sends requests for attachments to UCS for the Email channel. Currently, attachment display in the Details tab is supported only for Email interactions. (GAPI-30936)

  • Update: Agent Desktop now supports CX Contact labels for user-defined fields. (GAPI-31259)

Resolved Issues

  • When the Pending State feature is configured, the After Call Work (ACW) duration displayed in the My Channels tab and the Global State tooltip now correctly starts from 00:00 when the call is released. Previously, if an agent set the Voice channel to ACW while the call was active, the ACW duration displayed when the call was released was, in some situations, reported as started when the agent made the manual state change. (GAPI-33561)

  • Changing the phone type from WebRTC to Generic in Agent Setup no longer prevents agents from logging in to Agent Workspace (GAPI-33258)

  • Workspace now correctly handles URLs set in an application running in an iframe in INTERNAL and BACKGROUND modes. Previously, Workspace tried to encode URLs that were already encoded.

    Important
    This change might break existing integrations depending on how the custom URL is currently formatted and how the Web server handles it.

    UPDATE: Workspace now also encodes URLs associated with the Customer Location option (refer to Enable external URLs), if Workspace determines that the URL defined by this option contains no encoded content. Workspace scans the URL to find a percent ‘%’ character followed by hexadecimal values (for example, '%23'). If no encoded content is found, Workspace encodes the URL using the EncodeURI javascript function. This function excludes specific characters from encoding processing. Refer to the EncodeURI documentation for information.

    Previously, Workspace systematically encoded URLs, even if they already contained encoded characters.

    Warning
    Characters not escaped by the EncodeURI function could corrupt the final URL requested by Workspace. The following example includes a URL containing the hash '#' character as a value of a query parameter. In this scenario, the request URL sent to the Web server is truncated. To prevent the truncation of the requested URL sent to the Web server, replace the hash character with '%23’:
    • Instead of this: https://my-application.com?url=https://my-app.com/page.aspx#session&interactionid=xxxx,
    • Use this: https://my-application.com?url=https://my-app.com/page.aspx%23session&interactionid=xxxx

    Previously, due to the double encoding, the case with the hash ‘#’ character wasn’t supported by Workspace. (GAPI-32533)

Agent Desktop: March 21, 2022PrivateEdition.png

For private edition

  • The Extend After Call Work time indefinitely message no longer unexpectedly blinks on and off in the following scenario:

    • The privilege.voice.can-extend-after-call-work is granted.
    • The voice.cancel-after-call-work-on-business-call and privilege.mychannels.pending-state.can-use options are enabled.
    • During a call with a contact, an agent cancels the After Call Work state and then immediately selects the Ready or Not Ready state. (GAPI-33854)

  • Feedback submitted by agents is now published in Telemetry Service. Use the following options to configure this feature:

    • system.telemetry.enable-metrics
    • system.telemetry.enable-traces
    • system.telemetry.enabled
    • system.telemetry.log-level
    • system.telemetry.monitor-interval
    • system.telemetry.service-url
    • expression.gws-url.capturing-groups-<n> (GAPI-32604)

Agent Desktop: February 28, 2022Azure.png

What's New

  • To enable agents to understand the purpose of a table in Workspace, the screen-reader announcement of table names is improved. (GAPI-32590)

  • To enable agents to understand the content of a dialog box in Workspace, the screen-reader announcement of titles and the logo for the About dialog is improved. (GAPI-32589)

  • The Performance Tracker now supports the apostrophe character for statistics names. (GAPI-31802)

  • Workspace now supports dialing a phone number from the body of an email interaction by clicking the phone number. (GAPI-31473)

  • The system inactivity timeout notification feature is improved. (GAPI-30578)

  • Workspace now enables you to specify whether the email subject is mandatory or optional before an agent sends an email. Please contact Genesys to enable this feature.

    For Private Edition: To enable this feature, use the email.mandatory-subject option. (GAPI-30465)

  • For environments using Advanced Email, Workspace now supports the Related tab to enable agents to see all interactions related to the current interaction, including related interactions handled by different agents. The Related tab currently supports email interactions only. Contact Genesys to enable this feature. (GAPI-30096)

  • Workspace now supports integration of web applications within the user interface. (GAPI-27107)

  • Updated: Agent Desktop now supports reserving an agent for call distribution by default.

    For Private Edition: This feature can be disabled by setting the value of the voice.enable-agent-reservation option to false. (GAPI-17825)

Resolved Issues

  • When an agent's workstation recovers from sleep mode, the Workspace WebRTC module now correctly reregisters the WebRTC session, moving the session from the Out Of Service state to the In Service state, and Workspace returns to full operability. Previously in this scenario, an agent had to refresh the Workspace browser tab. Contact Genesys to enable this feature. (GAPI-32844)

  • To be complaint with WCAG 2.1 level AA, the contrast ratio of the search icon and the placeholder text in the Help panel is improved. (GAPI-32838)

  • Agents can now reply to chat messages and emails. Previously, in some circumstances, agents had to clear their browser cache and log in to Workspace again to send replies. (GAPI-32800)

  • Workspace now correctly handles URLs set in an application running in an iframe in INTERNAL and BACKGROUND modes. Previously, Workspace tried to encode URLs that were already encoded or ignored parts of URLs that were not encoded. Note: When you specify a URL in your application which contains another URL that includes the hash ‘#' character, replace the hash with '%23’, otherwise the generated URL is truncated. (GAPI-32533)

  • Workspace now correctly handles embedded images in inbound email interactions. Previously, depending on how Workspace was configured, embedded images were sometimes not displayed. (GAPI-32457)

  • Outbound Preview and Push Preview Auto-dial interactions now correctly support strategy overrides. (GAPI-32344)

  • For Outbound ASM campaigns, Workspace now displays the correct list of Disposition codes. When the call is connected, Workspace correctly applies strategy overrides. Previously, Workspace displayed both the default Disposition codes and the strategy overrides. (GAPI-32054)

  • Azure only: Workspace now correctly retrieves and handles embedded images in the body of an email, including displaying a broken image icon if the required data is unavailable. Previously, in certain scenarios, Workspace could not retrieve a valid embedded image, and when Workspace was unable to retrieve an image, the broken image icon did not display. (GAPI-31877)

  • Azure only: Workspace no longer sends blank outgoing email interactions. Previously, in certain scenarios, Workspace sent blank email interactions after a backend failure. (GAPI-31856)

  • In environments where several Corporate Favorites, each with different sets of attached data, are configured for the same object, the correct set of attached data is now used when a favorite is accessed from the Recent view. Previously, Workspace applied the set of attached data from the first favorite found in the recents list with the same id. (GAPI-31764)

  • Advanced Search drop-down menus now include a scroll bar to handle long lists of condition filters. (GAPI-31570)

  • Workspace now handles browser crashes in cases where agents had Workspace open in multiple tabs. Previously in this scenario, agents had to clear the local browser storage before initiating a new Workspace session. (GAPI-31534)

  • In the Interaction Search view, the Advanced Search condition selections are now correctly applied. Previously, when Interaction Text was used, it changed to First Name instead when the search was initiated. (GAPI-31513)

  • Azure only: Login of Workspace with WebRTC is now improved. Previously in some scenarios, the DN could appear to be logged out and Workspace was not able to re-activate the channel within a new login. (GAPI-31104)

Agent Desktop: February 01, 2022PrivateEdition.png

For private edition

  • As part of Genesys Web Services and Applications, support for deploying the Workspace Web Edition service in a single namespace with other private edition services has been implemented. No configuration changes are required to enable this alternative deployment scenario. (GAPI-30852)

  • As part of Genesys Web Services and Applications, to enhance container security, Workspace Web Edition container images are now built on Red Hat Universal Base Image 8 (UBI8). (GAPI-28354)

Agent Desktop: November 04, 2021AWS.png Azure.png

What's New

  • Agent Desktop now provides the ability to create a voice interaction without a contact. To enable this feature, use the Enable History Record Creation for voice interaction without contact option in Contact Center Settings > Desktop Options > Voice. (GAPI-29531)
    More info: Interactions with unknown contacts and Voice channel options

Resolved Issues

  • When a Chat session includes a Chat conference, Agent Desktop no longer creates duplicates of the chat transcript in the interaction history. (GAPI-31381)

  • For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Desktop now disables or delays the Not Ready state of the Voice channel in the event that the connection can be re-established quickly. (GAPI-31333)

  • For environments using browser-based WebRTC, agents who are on a consultation call can now put the consultation call on hold when the main call is already on hold. Previously, the attempt to put the consultation call on hold failed after a timeout. (GAPI-30994)

  • For environments that use Genesys Softphone in Connector Mode, Agent Desktop can now be configured to display a reason when a call is disconnected. Please contact Genesys to enable this feature. (GAPI-30945)

  • Agents can now use the Processed By filter in the Interaction Search view even if the agent type is excluded from the main Team Communicator. Previously, matching agents were not listed in the Interaction Search results. (GAPI-30796)

Agent Desktop: October 14, 2021AWS.png Azure.png PrivateEdition.png

What's New

  • For AWS and Azure: Agent Desktop now allows agents to remove attachments from an inbound email. To enable this feature, use the Enable Delete attachment option in Contact Center Settings > Desktop Options > Email. (GAPI-29530)
    More info: Inbound Email Attachments and Email channel options

  • Agent Desktop now supports browser notifications for system disconnection. (GAPI-29529)
    More info: Browser notifications

  • For AWS and Azure: Agent Desktop now supports volume adjustment of the interaction alert ringing sound for voice, chat, and email interactions. To enable this feature, use the following options:

    • In Contact Center Settings > Desktop Options > Voice:
      • Voice Ringtone Volume
      • Voice SIP Preview Ringtone Volume
      • WebRTC Ringtone Volume
    • In Contact Center Settings > Desktop Options > Chat:
      • Chat Interaction Ringtone Volume
      • Chat Message Sound Volume
    • In Contact Center Settings > Desktop Options > Email:

  • Agent Desktop now supports the ability to automatically set the agent status to Ready when the agent logs in on digital channels. To enable this feature, use the Email Auto Ready option in Contact Center Settings > Desktop Options > Email. (GAPI-29527)
    More info: Email channel options

  • For AWS and Azure: The Communication tab for Digital Channels has been enhanced to improve agent experience. For Digital Channels users, the Conversation tab has been migrated to the Workspace Agent Desktop Chat interaction view, and the new Chat interaction view has been enhanced to improve agent experience. Please contact Genesys to enable this feature. (GAPI-21575)
    More info: Messaging

Resolved Issues

  • Agent Desktop now correctly enables supervisors to simultaneously monitor multiple agents on the Chat channel. (GAPI-30698)

  • Agents can now search for specific workbins, My Team workbins, and Interaction Queues in the My Workbins trees. (GAPI-30677)

  • The buttons in custom pop up toasts from Service Client API now display the expected tooltip text. Previously, some additional accessibility information was also displayed. (GAPI-30500)

  • For AWS and Azure: Agents can now open documents, such as PDFs, from a webpage that is displayed in a popup opened from an iFrame in Agent Desktop. Please contact Genesys to enable this feature. (GAPI-30482)

  • The Interaction Search view has been improved to allow the display of custom attribute values that contain the pipe character ('|'). Previously in this scenario, table cells containing these custom attribute values were empty. (GAPI-30295)

  • For AWS and Azure: Agent Desktop now supports copy and paste from webpages displayed in an iFrame in Agent Desktop that use the Clipboard API. Please contact Genesys to enable this feature. (GAPI-30166)

  • Corporate Favorites now display correctly in Team Communicator in all cases. Previously, some Corporate Favorites were not displayed. (GAPI-30087)

  • As of this release, the Resolved Issues from the Agent Desktop September 16, 2021 release are now also available for AWS.

For private edition

  • For web site integration, the sandbox option now supports the ALLOW-POPUPS-TO-ESCAPE-SANDBOX value, which removes sandbox constraints for popups created from an integrated web application. For example, when configured, agents can now open documents, such as PDFs, from a webpage that is displayed in a popup opened from an iFrame in Workspace Web Edition. (GAPI-30482)

  • The Workspace allow attribute has been updated to include two new values, CLIPBOARD-READ and CLIPBOARD-WRITE, to support iFrame embedded webpages that use the Clipboard API to read text from the clipboard, or to write text to the clipboard. (GAPI-30166)

  • Agents now have the ability to reject calls when they are a part of a Hunt Group. In a Hunt Group, rejecting a call releases the call from the desktop. The interaction.reject-route.default-method option is used to manage this feature. (GAPI-30109)

  • Workspace Web Edition now allows agents to remove attachments from an inbound email. This feature can be enabled by setting privilege.email.can-delete-attachment-from-inbound to true. (GAPI-29530)

  • Workspace Web Edition now supports volume adjustment of the interaction alert ringing sound for voice, chat, and email interactions by adding the volume parameter to the following options:

    • <media-type>.ringing-bell
    • accessibility.agent-state-change-bell
    • accessibility.interaction-state-change-bell
    • accessibility.supervision-state-change-bell
    • accessibility.warning-message-bell
    • accessibility.dialog-bell
    • accessibility.dialog-error-bell
    • accessibility.outbound-campaign-state-change-bell
    • accessibility.voicemail-message-change-bell
    • outbound-callback.ringing-bell
    • chat.new-message-bell
    • chat.ringing-bell
    • email.ringing-bell
    • voice.ringing-bell
    • voice.sip-preview.ringing-bell
    • voice.dialing-bell (GAPI-29528)

  • Workspace Web Edition now supports the ability to automatically set the agent status to Ready when the agent logs in on digital channels. Use the following options to enable this feature:

    • login.email.is-auto-ready
    • login.chat.is-auto-ready
    • login.<keyworkitemchannel>.is-auto-ready (GAPI-29527)

  • The Communication tab for Digital Channels has been enhanced to improve agent experience. (GAPI-21575)

  • Workspace Web Edition now supports ACD Queue as a transfer, conference, and consultation target in Team Communicator. (GAPI-28910)

  • Team Communicator can now display presence statistics for ACD Queues. (GAPI-29626)

Agent Desktop: September 16, 2021Azure.png PrivateEdition.png

Resolved Issues

  • The scroll bar in Team Communicator for the transfer, conference, and consultation functions no longer disappears when an agent scrolls up and down the list of suggestions. (GAPI-30312)

  • Agent Desktop now correctly re-establishes connection to the softphone in the following scenario:

    1. A long network disconnection occurs.
    2. The agent keeps open a tab with Agent Desktop and the disconnection occurs during this session.
    3. The agent opens a new tab to log in to Agent Desktop while the other tab is still open. (GAPI-30278)

  • If a very short network disconnection occurs, Agent Desktop no longer displays notification messages to agents. Previously, Agent Desktop displayed both connection loss and connection back in service notifications every time a micro-disconnection occurred. (GAPI-30271)

  • For Internet Explorer users, the Threaded view button no longer appears to be active in the My History view when Advanced Search is selected. Note: For all supported browsers, the Threaded view is not supported for Basic (Quick) or Advanced Search in the My History and Contact History views. (GAPI-29822)

  • Manual column width adjustment of the My History, Interaction Search, and Contact History grid views has been improved. Previously, there were issues that prevented the column width from being manually adjusted. Now, the mouse can be used as expected to adjust column widths, and when the width of one column is adjusted manually, the other columns adjust automatically to compensate so that all columns always fit 100% of the space available. (GAPI-29800)

For private edition

  • Workspace Web Edition now supports the use of arbitrary, or random, user IDs (UIDs) in OpenShift.

    • The securityContext settings exposed in the default values.yaml file specify the user and group IDs for the genesys user (500:500:500). You must override these Helm chart values if you want OpenShift to use arbitrary UIDs.
    • Workspace Web Edition is deployed using ServiceAccounts that use the restricted Security Context Constraint (SCC). In an earlier implementation, Genesys required you to deploy all private edition services using a ServiceAccount associated with the custom genesys-restricted SCC, to control permissions for the genesys user (500). Genesys now expects OpenShift to use arbitrary UIDs in your deployment, and the genesys-restricted SCC has been deprecated. If you previously deployed Workspace Web Edition using the genesys-restricted SCC, Genesys recommends that you redeploy Workspace Web Edition so that you use arbitrary UIDs. (GAPI-30120)
      More info: Configure Workspace Web Edition

  • As of October 29, 2021, Agent Desktop supports deployments on Google Kubernetes Engine (GKE) in Genesys Multicloud CX private edition, as part of the Early Adopter Program. (CPE-1948)

Agent Desktop: August 19, 2021AWS.png Azure.png

What's New

  • For deployments in Azure, Agent Desktop now supports voicemail notification. (GAPI-26251)
    More info: Internal interactions

  • If an agent logs in with a high number of recovered calls attached to their place, Workspace now has a defense mechanism that enables agents to review and close the recovered calls. Previously in this scenario, Workspace sometimes failed to respond after an agent logged in. (GAPI-24105)
    More info: Getting started

Resolved Issues

  • The timestamps in chat message notifications are now correctly recorded when the Workspace browser window is minimized or does not have the focus. (GAPI-29964)

  • To improve user experience, the Quick (basic) Search in the My History, Contact History, and Interaction Search views is now limited to a maximum of 10 words. (GAPI-29608)
    More info: Interaction history views

  • In environments with Screen Recording enabled, during a Smart Failover situation in which Workspace switches to a different region, agents can now correctly enter their credentials to authenticate on the new region. Previously in this scenario, another window, related to connection loss, blocked access to the authentication pane. (GAPI-29550)
    More info: Getting started

  • In environments using Intelligent Workload Distribution and Engage cloud Email, actions on queues in the Workbin view, including move to queue, move to workbin, open email, and complete item now work as expected. (GAPI-29517)

  • In environments where the Cancel ACW on Done feature is enabled, the interaction Call Result now updates correctly when an Outbound Campaign interaction is marked Done. (GAPI-29467)
    More info: Voice channel options

  • The current agent status is now displayed in bold text in the Global Status menu and the Channel Status menu in the My Channels view. In these menus, the status with the focus is now displayed with a new background color and shade to distinguish it from other possible selections when the mouse pointer passes over them. (GAPI-28117)
    More info: Getting started

  • Column header names in the My Agents view no longer overlap one another when the text is too long for the width of the column. Column headers now have a minimum width and if the text to be displayed in the column header is too long, it is truncated with an ellipsis. (GAPI-29802)

  • In the Contact History, My History, and Interaction Search views, a burst of requests is no longer sent if an agent holds down the Enter key in Advanced Search or if the agent simultaneously opens a large number of interactions. (GAPI-29636)

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What's New

  • Support for Genesys Digital Channels SMS chat interactions. (GAPI-20030)
    More info: Set up SMS, SMS Chat

Agent Desktop: July 22, 2021AWS.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)

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What's New

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

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 Multicloud CX private edition, as part of the Early Adopter Program. Deployments on OpenShift Container Platform (OpenShift) are supported. (GAPI-27395)
    More info: Workspace Web Edition Private Edition Guide

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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

  • 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 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)

  • 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)

  • Screen recording now works in environments that use free seating. (GAPI-27413)

  • 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)

  • 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

  • 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)

  • 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)

  • 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)

  • 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)

  • 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)

  • Agents can now send an empty email reply. Previously, 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)

  • 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)

  • 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)

  • 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)

  • 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)

  • Workspace Agent Desktop now loads more efficiently over slow networks. (GAPI-26253)

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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, 2021Azure.png

What's New

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

Gplus Adapter for Salesforce: March 31, 2021Azure.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