Agent Desktop and Gplus Adapter Release Notes

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

Service Released onReleased forHighlights
Agent Desktop October 14, 2021
AWS.png Azure.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.
Gplus Adapter for Salesforce October 14, 2021
AWS.png Azure.png
Gplus Adapter creates a Salesforce activity log on screen pop for Chat, Email, and Workitems.
Agent Desktop September 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.
Agent Desktop August 19, 2021
AWS.png Azure.png
Workspace now has a defense mechanism that enables agents to review and close the recovered calls.
Gplus Adapter for Salesforce August 19, 2021
AWS.png Azure.png
Support for Genesys Digital Channels SMS chat interactions.
Agent Desktop July 22, 2021
AWS.png Azure.png
Web Content Accessibility Guideline (WCAG) 2.1 level AA. compliance
Gplus Adapter for Salesforce July 22, 2021
AWS.png Azure.png
Gplus Adapter functionality is now supported in multiple browser tabs
Agent Desktop May 27, 2021
AWS.png Azure.png PrivateEdition.png
UPDATE: The Reply All button is now correctly displayed when an agent receives an inbound email that has several email addresses. Early Adopter Program support for Genesys Engage cloud private edition.
Agent Desktop April 22, 2021
AWS.png Azure.png
Agents can now dial both their personal and group voice mailboxes.
Gplus Adapter for Salesforce April 22, 2021
AWS.png Azure.png
UPDATE: Gplus Adapter support for the Salesforce Lightning Component with Service Client API for custom integrations between Salesforce and Genesys.
Agent Desktop March 31, 2021
Azure.png
Support for Genesys Engage cloud on Azure
Gplus Adapter for Salesforce March 31, 2021
Azure.png
Support for Genesys Engage cloud on Azure

Gplus Adapter for Salesforce: October 14, 2021 AWS.png Azure.png

    What's New

    • 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: Click-to-Dial
    • 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: Getting started
    • 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 Task Creation

      Known Issues

      • When Adapter is configured to create an activity on screenpop and a reply email interaction is sent, an extra activity log is created. This activity log can be deleted in Salesforce. (GAPI-30537)
      • An activity log created as a result of a chat interaction screen pop is not updated when the chat interaction is transferred. (GAPI-29279)

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

          What's New

          • Agent Desktop now allows agents to remove attachments from an inbound email. Contact Genesys to enable this option. (GAPI-29530)
            More info: Inbound Email Attachments
          • Agent Desktop now supports browser notifications for system disconnection. (GAPI-29529)
            More info: Browser notifications
          • Agent Desktop now supports volume adjustment of the interaction alert ringing sound for voice, chat, and email interactions. Please contact Genesys to enable this feature. (GAPI-29528)
          • Agent Desktop now supports the ability to automatically set the agent status to Ready when the agent logs in on digital channels. Contact Genesys to enable this feature. (GAPI-29527)
          • 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)
            • 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)
            • 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.

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

              PrivateEdition.png Private edition: 9.0.000.86 available September 17, 2021

                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

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

                      What's New

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

                        Agent Desktop: August 19, 2021 AWS.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)

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

                                What's New

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

                                    What's New

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

                                      Resolved Issues

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

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

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

                                          Resolved Issues

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

                                            For private edition

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

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

                                                What's New

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

                                                  Resolved Issues

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

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

                                                      What's New

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

                                                        Resolved Issues

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

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

                                                            What's New

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

                                                              Agent Desktop: March 31, 2021 Azure.png

                                                                What's New

                                                                • Starting with this release, Agent Desktop 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