Agent Setup 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.


Released onReleased forHighlights
September 16, 2021
Azure.png PrivateEdition.png
This release includes important improvements and fixes.
July 22, 2021
AWS.png Azure.png
This release contains important improvements and fixes.
May 27, 2021
AWS.png Azure.png PrivateEdition.png
Early Adopter Program support for Genesys Engage cloud private edition. This release introduces a new folder structure during the Origination DN selection process in Agent Groups, and also contains other important improvements and fixes.
April 22, 2021
AWS.png Azure.png
This release introduces a new option for Gplus Salesforce, and also contains important improvements and fixes.
March 31, 2021
AWS.png Azure.png
Support for Genesys Engage cloud on Azure

September 16, 2021 Azure.png PrivateEdition.png

PrivateEdition.png Private edition: 9.0.000.89 available September 17, 2021

    Resolved Issues

    • Now, all Agent Setup Roles have the ability to delete Favorites from the Favorites Pool. (GAPI-29947)
      More info: Global favorites
    • Fixed an issue in Desktop Statistics where predefined statistics were not displaying correctly within the Agent Statistics and the Contact Center Statistics. (GAPI-28872)
      More info: Agent and contact center statistics

      July 22, 2021 AWS.png Azure.png

        Resolved Issues

        • Added a new validation into the Edit User form for identifying whitespace characters. (GAPI-28830)
          More info: Edit agents
        • Now, Agent options are properly synched with Agent Group options. Previously, in certain scenarios, the Uri field for the User would display incorrect information causing a login failure for the Agent. Note: if there are any conflicts between the Agent Groups options, the last Agent Group settings are taken. (GAPI-28798)
          More info: Agent groups
        • Added a new value, First Name Last Initial ($Agent.FirstNameLastInitial$), to the chat.nickname option. (GAPI-28710)
          More info: Chat channel options
        • Now, when all action codes are manually selected together, Agent Desktop properly displays all option values. (GAPI-28596)
          More info: Create and manage custom agent states
        • Fixed an issue where the SIP Phone Type would not update if there were discrepancies in any manually-configured DN information. (GAPI-27992)
          More info: SIP Phone Types

          May 27, 2021 AWS.png Azure.png PrivateEdition.png

          PrivateEdition.png Private edition: 9.0.000.84 available June 30, 2021

            What's New

            • In the Agent Groups > Agent Group menu, the Origination DNs and Annex buttons can now be found under the General Info options. Previously, these buttons were found under the Agents options. (GAPI-27881)
              More info: Agent Groups
            • A folder structure now appears during the Origination DN selection process in Agent Groups. This new folder structure displays the full path to the Origination DN, making the Line of Business more clear during the DN selection. (GAPI-27737)

              Resolved Issues

              • An issue where, in certain scenarios, some Administrators could not see Agent Setup tab options while editing has now been fixed. (GAPI-27855)
              • Fixed an issue where, in certain scenarios, exporting a large number of users caused the system to hang, and the export to not complete. (GAPI-27636)
              • The default value for the Can One Step Transfer option found in Desktop Options > Email, is now set as true. Previously, the default value for this option was set as false. (GAPI-27508)
                More info: Email channel options
              • The default value for the Workbins option found in Desktop Options > Channels, is now set as false. Previously, the default value for this option was set as true. (GAPI-27422)
                More info: Channel options
              • When managing Favorites, using a space or underscore in the Category field is now permitted. (GAPI-27270)
                More info: Global favorites

                For private edition

                  April 22, 2021 AWS.png Azure.png

                    What's New

                    • Introduced the following new option in the General tab of the Gplus Salesforce section:

                      Resolved Issues

                      • Fixed an issue where the long Business Attribute value would not display in full, once selected. (GAPI-27354)
                      • The Validation rule for the Agent Page Limit option has been updated to now allow for a numeric entry of 10 to 50. (GAPI-27173)
                      • Added new input validations to all statistic creation fields to help ensure data compliance. (GAPI-27170)
                      • Replaced error status code 503 with error status code 403. Previously, error status code 503 displayed when the voicemail service was not configured. Now, error code 403 displays when the voicemail service is not configured. (GAPI-27022)

                        March 31, 2021 AWS.png Azure.png

                          What's New

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



                            Prior Releases

                            For information about prior releases of Agent Setup, click here: Agent Setup