Agent Workspace 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 WorkspaceNovember 3, 2022 AWS.png

Azure.png

PrivateEdition.png Resolved issues. 100.0.000.0050
Gplus Adapter for SalesforceNovember 3, 2022 AWS.png Multiple instances support in Agent Workspace SCAPI and Gplus Adapter SCAPI and few new improvements.

Discontinued support for Internet Explorer v11.

100.0.000.0050
Agent WorkspaceSeptember 27, 2022 AWS.png PrivateEdition.png Support for messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions. 9.0.000.98
Agent WorkspaceAugust 31, 2022 AWS.png PrivateEdition.png Support for Genesys Multicloud CX private edition deployments on Azure Kubernetes Service (AKS).


Resolved issue and improvements.

9.0.000.97
Gplus Adapter for SalesforceAugust 23, 2022 AWS.png Messages regarding Screen Pop events are now written to the browser log. 9.0.000.97
Gplus Adapter for SalesforceJuly 28, 2022 AWS.png Third-party dependency updates to maintain security and reliability. 9.0.000.96
Agent WorkspaceJuly 28, 2022 AWS.png

Azure.png

PrivateEdition.png The name of the product has been changed from Agent Desktop to Agent Workspace in the Genesys Multicloud documentation. 9.0.000.96
Gplus Adapter for SalesforceJune 28, 2022 AWS.png Screen pop different object types for Digital interactions. 9.0.000.95
Agent WorkspaceJune 28, 2022 AWS.png

Azure.png

PrivateEdition.png Generally Available release for Genesys Multicloud CX private edition deployments on the officially supported Kubernetes platforms.


Support for Google Agent Assist for Voice 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 WorkspaceMay 23, 2022 AWS.png

Azure.png

Support of optional validation of editable fields in the interaction Case Information view. 9.0.000.94
Agent WorkspaceApril 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 WorkspaceMarch 22, 2022 AWS.png

Azure.png

The Interaction notification and Team Communicator Recents list now displays the contact name and the number of missed calls from the contact. 9.0.000.91
Agent WorkspaceMarch 21, 2022 PrivateEdition.png Feedback submitted by agents is now published in Telemetry Service. 9.0.000.92
Agent WorkspaceFebruary 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 WorkspaceFebruary 1, 2022 PrivateEdition.png Support for deploying all private edition services in a single namespace. 9.0.000.89
Agent WorkspaceNovember 4, 2021 AWS.png

Azure.png

Create a voice interaction without a contact. 9.0.000.88
Agent WorkspaceOctober 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 Agent Workspace Chat interaction view, and the new Chat interaction view has been enhanced to improve agent experience. 9.0.000.87
Agent WorkspaceSeptember 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 WorkspaceAugust 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 WorkspaceJuly 22, 2021 AWS.png

Azure.png

Web Content Accessibility Guideline (WCAG) 2.1 level AA. compliance 9.0.000.84
Gplus Adapter for SalesforceJuly 22, 2021 AWS.png

Azure.png

Gplus Adapter functionality is now supported in multiple browser tabs 9.0.000.63
Agent WorkspaceMay 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 WorkspaceApril 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 WorkspaceMarch 31, 2021

Azure.png

Support for Genesys Engage cloud on Azure 9.0.000.79
Gplus Adapter for SalesforceMarch 31, 2021

Azure.png

Support for Genesys Engage cloud on Azure 9.0.000.60

Agent Workspace: November 03, 2022AWS.png Azure.png PrivateEdition.png

Resolved Issues

  • When an outbound record is rescheduled on a new number, the callback is now correctly received on this new number. Previously, under certain conditions, the callback was received on the initial number from the outbound record. (WWE-1748)

  • Agent Workspace now correctly provides the information about the InteractionState in UserData in the Workbins view. Previously, this information was not available. (GAPI-36077)

  • With the Push Preview mode, Agents can now reschedule an outbound campaign callback on a new phone number. Previously, this action caused a Reschedule on new number failed. error. (GAPI-35804)

For private edition

  • Workspace Web Edition now supports compatibility mode to read options from the Cloud cluster with the same algorithm that reads the options in Workspace Desktop Edition. (WWE-54)

  • Beginning with the release 100.0.000.50, the default values for the following helm chart override parameters in the Workspace Web Edition containers are modified.

Gplus Adapter for Salesforce: November 03, 2022AWS.png

What's New

  • Gplus Adapter now supports multiple instances in Agent Workspace SCAPI and Gplus Adapter SCAPI. (WWE-1563)

  • Gplus Adapter can display notifications when Screen Pop events are successful or unsuccessful. This feature is enabled by configuring the salesforce.debug-notifications option in the crm-adapter section in either the Agent Annex or the Agent Group Annex in Agent Setup. (WWE-149)
    More info: Troubleshooting Gplus Adapter Integration with Salesforce

  • Gplus Adapter can now automatically display a Salesforce Activity Log or Task when it is created. This feature is enabled by configuring the salesforce.activity-log.display-on-creation option in the crm-adapter section in either the Agent Annex or the Agent Group Annex in Agent Setup. (WWE-37)
    More info: Activity history for Administrators and Activity history for Agents

Deprecations

  • Internet Explorer v11 is no longer a supported browser for Gplus Adapter for Salesforce as it is officially retired on June 15 2022. Genesys recommends switching to the latest version of Google Chrome, Microsoft Edge or Mozilla Firefox. Agents using Internet Explorer v11 are alerted by a warning message that their browser is no longer supported. Depending on Gplus Adapter provisioning, agents may also be alerted during the login phase. (WWE-1115)

Agent Workspace: September 27, 2022AWS.png PrivateEdition.png

What's New

  • Agent Workspace can now control which attached data keys are excluded during the creation of an inline forwarded email. The default excluded attached data keys (ContactId, EmailAddress, FirstName, LastName, PhoneNumber, toAddresses) can be removed from exclusion and custom attached data keys can be added. Previously, it was not possible to change this list of excluded attached data keys. Please contact Genesys to adjust this behavior. For Private Edition, use the email.inline-forward.exclude-case-data-keys option to configure this behavior. (WWE-1715)
    More info: email.inline-forward.exclude-case-data-keys

  • To better handle inline images from standard responses used as a signature, Agent Workspace now embeds the images in an email interaction by default. Restrictions configured for image size and file type for attachments are also applied to images from standard responses used as a signature.

    For Private Edition, the email.signature.process-embedded-images.enable option is no longer supported. (WWE-1549)

  • For environments using Genesys Softphone, 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. (WWE-766)

  • Support for Google Agent Assist for Chat interactions. Please contact Genesys to enable this feature. (WWE-126)
    More info: Agent Assist tab

  • Agent Workspace now supports rich messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions. Please contact Genesys to enable this behavior.

    For Private Edition, use the privilege.chat-nexus.can-use-contact-history-detail option in the Agent or Agent Group Annex to enable this feature. (WWE-56)
    More info: Agent and Agent Group Annex

Resolved Issues

  • Agent Workspace now correctly displays the number of pending interactions in the Workbins tree when only one workbin is configured. Previously with this configuration, the number of interactions displayed was replaced by ‘(-)' for Personal Workbins in the My Workbins view, and ‘(0)’ in the My Team Workbins view. In some scenarios, the number of pending interactions was displayed when a filter was applied in the Quick Search field of the Workbins tree if the agent selected a Workbin. (WWE-1749)

  • Agent Workspace now supports unlimited ringing time for ringtones for agent accounts that are configured for auto-answer after a timeout duration. Unlimited ringing time is configured by setting the value of the ringtone duration to -1. Previously in this scenario, when the interaction notification was displayed, the ringtone did not always play.

    For Private Edition, unlimited ringing time is configured by setting the ringtone duration to -1 using <media-type>.ringing-bell option. The auto-answer timeout duration is configured by setting the value of the <media-type>.auto-answer.timer option. (WWE-1665)
    More info: <media-type>.ringing-bell and <media-type>.auto-answer.timer

  • In the Print Preview view, after an agent opens an email interaction from the a workbin, Agent Workspace now correctly displays the date and time that an inbound email interaction was received. Previously, the displayed date and time was related to the time the email was opened from the workbin instead of when it was received. (WWE-1612)

  • If the list of Corporate Favorites is overridden by a strategy, the Corporate Favorites are now correctly displayed to the agent when the agent clicks Consult, Transfer, or Conference. Previously, the Corporate Favorites coming from the override list were missing if they had the same display name, type, and id (or number) combination as a Corporate Favorite coming from the default list. (WWE-1609)

  • Agent Workspace can now save changes made by agents to drop-down fields in the Case Data view as soon as the value is changed. Previously, the change in value was saved only when the field lost focus, such as when an agent clicked elsewhere on the screen. Please contact Genesys to enable this behavior. (WWE-1602)

  • In the History and Interaction Search views, Agent Workspace now correctly performs advanced searches based on a date field in the following scenario:

    1. An agent performs a search with a date attribute.
    2. An agent performs a second search using a different date attribute.

    Previously in this scenario, the specified date was not considered in the second search. (WWE-1505)

  • Agent Workspace now correctly handles attachments for completed email interactions forwarded from the My History or Interactions Search views. Previously, in this scenario, attachments were missing from the forwarded email interactions. (WWE-1503)

  • Web applications associated to the interaction view in EXTERNAL, HIDDEN, or BACKGROUND mode are no longer incorrectly refreshed by unrelated attached data. Previously, in the following scenario, a web application that was configured to be updated by attached data was incorrectly updated by unrelated attached data:

    1. Agent Workspace was configured to display a web application in the interaction view.
    2. The web application is configured to use a URL based on reference attached data.
    3. The web application is configured to react in some way when the attached data was updated.
    4. The reference attached data is set or updated either by the agent or as part of the interaction with non-ASCII characters that get encoded by Agent Workspace.
    5. Non-reference attached data is updated.

    For Private Edition, previously, in the following scenario, a web application that was configured to be updated by attached data was incorrectly updated by unrelated attached data:

    1. Agent Workspace was configured to display a web application in the interaction view.
    2. The web application is configured to use a URL based on reference attached data.
    3. The web application is configured to react in some way when the attached data was updated (that is, the value of the attached-data-update-handle-mode option is set to 1 or 2).
    4. The reference attached data is set or updated either by the agent or as part of the interaction with non-ASCII characters that get encoded by Agent Workspace.
    5. Non-reference attached data is updated. (WWE-1342)

Deprecations

  • Internet Explorer v11 is no longer a supported browser for Agent Workspace as it is officially retired on June 15 2022. Genesys recommends switching to the latest version of Google Chrome, Microsoft Edge or Mozilla Firefox. Agents using Internet Explorer v11 are alerted by a warning message that their browser is no longer supported. Depending on Agent Workspace provisioning, agents may also be alerted during the login phase. (WWE-1115)

For private edition

  • The following Case Data date field options now also support the same configuration values as the corresponding options in Workspace Desktop Edition:

    • date.time-format
    • date.time-display-format (WWE-1540)
      More info: Customer Case

Agent Workspace: August 31, 2022AWS.png PrivateEdition.png

Resolved Issues

  • Agent Workspace now supports a scrollbar in the Voicemail area to enable agents to access all voicemail boxes. Previously, if there were a large number of voicemail boxes, some were not displayed. (WWE-1392)

  • An attached data value of type ENUM is now correctly removed from the Case Information drop-down list in the following scenario: The value of the attached data is not configured to be in the list of selectable values, and an agent selects a value from the list other than the attached data value. Previously, the attached data value was added to the list when the agent opened the list and then the value was not removed from the list after the agent selected one of the configured values. (WWE-1333)

  • In the Contact Directory search results, contact attribute values are no longer removed from the display when an agent selects a contact. Previously, in some environments where the search result columns displayed and contact attributes displayed had different value, search results could be removed from the Search Results view if an agent selected a result. (WWE-1288)

For private edition

  • In the Contact Directory search results, contact attribute values are no longer removed from the display when an agent selects a contact. Previously, if the values of the contact.directory-displayed-columns and contact-displayed-attributes options had different custom attributes, results were removed from the Search Results view if an agent selected a result. (WWE-1288)

  • Agent Workspace supports deployments on Azure Kubernetes Service (AKS) in Genesys Multicloud CX private edition. (CPE-3795)

Gplus Adapter for Salesforce: August 23, 2022AWS.png

What's New

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

What's New

  • This release includes third-party dependency updates to maintain security and reliability.

Agent Workspace: July 28, 2022AWS.png Azure.png PrivateEdition.png

What's New

  • The name of the product has been changed from Agent Desktop to Agent Workspace in the Genesys Multicloud documentation.

    • For all agents and supervisors, the product is now referred to as Agent Workspace in agent facing content, including the Help panel in the application.
    • For Cloud and Private Edition administrators, the product is now referred to as Workspace Web Edition and simplified to Workspace in administrator facing content.
    • Workspace Web Edition, Gplus Adapter for Salesforce, and the forthcoming App Studio are now all considered applications within the Agent Workspace product group.
    • The short form WWE is now used to represent Workspace Web Edition in some document titles to prevent long titles appearing in sidebars and tables of contents.
    • In the Genesys Portal Hub, the tile named Agent Desktop is updated to Agent Workspace for all customers on Azure and all new customers on AWS. (GAPI-34029)

Resolved Issues

  • Agent Workspace now supports localization for Google Agent Assist for Voice interactions. The transcript and Agent Assist tab are displayed in the language of the locale of the workstation. (WWE-1119)

  • The ending of chat interactions has been improved. Previously in some scenarios, error messages were displayed when a chat interaction ended. The error messages did not impact the mark as Done step. (GAPI-35323)

  • In a Smart Failover scenario triggered by a Voice Channel outage, if an agent refreshes their browser before moving to the recovery site location, Agent Workspace now correctly re-initiates the Smart Failover procedure. Previously in this scenario, the Smart Failover was not re-initiated. (GAPI-35303)

  • If two resources have the same name, but belong to different groups, such as different Agent Groups or different Queue Groups, the Contact Center Statistics tab now correctly displays separate rows for each resource and correctly displays the statistics for each resource. Previously in this scenario, the Contact Center Statistics tab displayed two rows, but only one of the two rows included statistics. (GAPI-35194)

  • 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. (GAPI-35035)

  • The Print Preview view now supports strategy overrides of the value of the Case Data format Business Attribute option in Agent Setup.

    For Private Edition: The Print Preview view now supports strategy overrides of the value of the interaction.case-data.format-business-attribute option. (GAPI-35015)
    More info: Case and toast data

  • For Outbound campaigns running in agent-less modes, such as Power IVR or SMS/Email campaigns, agent logout requests are no longer negotiated with the campaign. Previously, logout requests to campaigns running in Power mode failed, preventing agents from logging out of Agent Workspace. (GAPI-34928)

  • The wording of dialog boxes and system notifications related to Smart Failover functionality has been improved. Agent Workspace now provides more details on what is happening and what agents should do and expect during a Smart Failover scenario. Previously, some messages did not provide enough information for agents, resulting in some agents not taking the correct actions.
     (GAPI-34832)

  • Agents no longer have to refresh the Agent Workspace browser page to see Teams targets that they have assigned as Favorites. (GAPI-34458)

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: Screen Pop and Gplus Adapter for Salesforce options

Agent Workspace: June 28, 2022AWS.png Azure.png PrivateEdition.png

What's New

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

  • Agent Workspace now displays the transcript of Twitter public and Facebook public media types in the History views. Please contact Genesys to enable this feature. (GAPI-33886)
    More info: Interaction history views

  • Agent Workspace now supports Google Agent Assist for Voice interactions. Please contact Genesys to enable this feature. (GAPI-32940)
    More info: Agent Assist tab

  • Agent Workspace 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 Workspace 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: Schedule Callback

Resolved Issues

  • For environments where auto mark Done is enabled, Agent Workspace 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 Workspace 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 Workspace can now embed the images in an email interaction. This enables Agent Workspace 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 Workspace 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 Workspace browser page to see Teams targets that they have assigned as Favorites. (GAPI-34458)

  • Agent Workspace 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 Workspace. (GAPI-32942)

  • When a supervisor coaches a call with an agent using Google Agent Assist, the transcript currently displays the supervisor’s coaching messages as if they are coming from another contact or external party. (WWE-720)

  • Agent Assist stops providing the call transcript and suggested FAQs if an agent stops and then restarts call recording. (WWE-1469)

For private edition

  • As of July 13, 2022, Agent Workspace is Generally Available for deployment in Genesys Multicloud CX private edition on the Kubernetes platforms officially supported by Genesys.

  • For environments where the value of the voice.mark-done-on-release option is set to true, Workspace Web Edition 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)

  • Workspace Web Edition can now send attachments with the JPEG file extension. To configure this feature, set the value of the file-type.extension-definition.jpg option to jpg,jpeg and ensure that jpeg is included in the list of allowed file extensions in the attachment.restrict-to-file-types option, both in the workspace-service section. (GAPI-34175)

  • To better handle inline images from standard responses used as a signature, Workspace Web Edition can now embed the images in an email interaction. This enables Agent Workspace 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. Use the email.signature.process-embedded-images.enable option to configure this behavior.

    Workspace Web Edition can now include attachments from a signature. Use the email.signature.attachments.enable option to enable this feature. Also, embedded images from an external resource inserted into an email from an email signature standard response, defined by the email.signature option, are now displayed to agents. Previously, embedded images from external resources were considered untrusted and were not displayed to agents. (GAPI-34016)

  • Workspace Web Edition now displays the transcript of Twitter Public and Facebook Public media types in the History views. Use the openmedia.chat-history-channels option in the workspace-service section to configure this feature. (GAPI-33886)

  • Workspace Web Edition now enables agents to schedule for contacts a callback with a preferred date and time. Agents can also specify whether the callback is automated or preview. This feature can be enabled by granting the privilege.callback.can-use privilege. Use the following options to configure this feature:

    • callback.callback-types-business-attribute
    • callback.timezone-aliases
    • callback.default-date.is-automatically-selected
    • callback.time-slot.field-type (GAPI-14324)

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 Workspace: May 23, 2022AWS.png Azure.png

What's New

  • Agent Workspace 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 Workspace 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 Workspace 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 Workspace 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 Workspace 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 Workspace and corrects the failover behavior. (GAPI-32954)

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

What's New

  • Agent Workspace 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 Workspace 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 Workspace 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 Workspace 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 Workspace: October 14, 2021AWS.png Azure.png PrivateEdition.png

What's New

  • For AWS and Azure: Agent Workspace 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 Workspace now supports browser notifications for system disconnection. (GAPI-29529)
    More info: Browser notifications

  • For AWS and Azure: Agent Workspace 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 Workspace 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 Agent Workspace 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 Workspace 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 Workspace. 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 Workspace now supports copy and paste from webpages displayed in an iFrame in Agent Workspace 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 Workspace 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 Workspace: 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 Workspace 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 Workspace and the disconnection occurs during this session.
    3. The agent opens a new tab to log in to Agent Workspace while the other tab is still open. (GAPI-30278)

  • If a very short network disconnection occurs, Agent Workspace no longer displays notification messages to agents. Previously, Agent Workspace 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 Workspace supports deployments on Google Kubernetes Engine (GKE) in Genesys Multicloud CX private edition, as part of the Early Adopter Program. (CPE-1948)

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

What's New

  • For deployments in Azure, Agent Workspace 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)

Gplus Adapter for Salesforce: August 19, 2021AWS.png Azure.png

What's New

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

Agent Workspace: 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 Workspace 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 Workspace now has improved the defense that maintains the session. Previously, when the tab running Agent Workspace did not have the focus for a long time, agents might have been disconnected and then have to re-authenticate. (GAPI-26488)

  • Agent Workspace now has improved support for Web-RTC when multiple instances of Agent Workspace are open in multiple browser tabs. (GAPI-25508)
    More info: Navigating Agent Workspace

  • Agents can now open a single Agent Workspace session in up to five browser tabs in Chrome, Edge Chromium, and FireFox. (GAPI-25507)
    More info: Navigating Agent Workspace

  • Agent Workspace 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 Workspace 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 Workspace 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 Workspace 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, 2021AWS.png Azure.png

What's New

Agent Workspace: 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

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

What's New

  • UPDATE: Agent Workspace 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 Workspace 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 Workspace 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. Agent Workspace 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 Workspace with WebRTC now has improved defense against calls being dropped. Previously, when the browser tab running Agent Workspace 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 Workspace 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 Workspace 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 Workspace 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)

  • Agent Workspace 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 Workspace no longer automatically answers a call twice. Previously, for Firefox users, Agent Workspace 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 Workspace. Previously, Agent Workspace 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)

  • Agent Workspace has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated. (GAPI-25526)

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

Gplus Adapter for Salesforce: April 22, 2021AWS.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 Workspace: 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 Agent 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

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