View table: Issue

[PEC]:

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.

[PEC]:

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.

[PREM]:

Genesys Interaction Recording Screen Recording is now supported with a custom IP address when agents use Workspace in a Citrix environment.

[PEC]

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.

[WWE]:

[KNOWN ISSUE]:

[PEC]:

Limitation: Google Chrome 57 introduced the Background Tabs Throttling feature that reduces the availability of CPU cycles to 1% for Web applications in tabs that are not currently in focus or for minimized browsers.

This feature can cause an issue with WebRTC. If the tab running WebRTC does not have the focus for a long time, Agent Workspace might drop the call and move the agent to the out of service state.

Workarounds:

* Disable the feature in Chrome by adding --disable-background-timer-throttling to the command line when launching Chrome: C:\Program Files,
* Disable the feature in Chrome by disabling the flag Throttle Javascript timers in the background from the chrome://flags/ menu,
* Or, agents should use the FireFox browser with the settings described below.

Limitation: Mozilla Firefox 58 introduced the Background Tabs Throttling feature that reduces the availability of CPU cycles to 1% for web applications in tabs that are not currently in focus or if the browser is minimized.

This feature can cause an issue with WebRTC. If the tab running WebRTC does not have the focus for a long time, Agent Workspace might drop the call and move the agent to the out of service state.

Workarounds:

* Disable the feature in Firefox using the following procedure:

# Enter about:config in the address bar and press Enter to open the Firefox application preferences page.
# Click I accept the risk! to dismiss the warning message.
# Enter min_background_timeout_value in the search field to find this timer throttling option.
# Edit the Value column to change the preference setting to 0.
# Enter min_background_timeout_value_without_budget_throttling in the search field to find this timer throttling option.
# Edit the Value column to change the preference setting to 0.
# Restart the browser and log back in to Agent Workspace.

* Or, agents must open Agent Workspace in a separate browser window without any other tabs open and never minimize the window. There is no issue if this browser window is in the background;
* Or, agents should use the Chrome browser with the settings described above.

[PEC]:

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.

[PREM]:

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.

[PEC]:

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.

[PREM]:

Workspace Web Edition 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.

[PEC]: Agent Workspace has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated. [PREM]: Workspace Web Edition has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated.

[PEC]:

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.

[PREM]:

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.

[PEC]: 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.

[PREM]: Hyperlinks in Case Data that already have an encoded URL are no longer double-encoded by Workspace. Previously, Workspace applied a second encoding to already encoded URLs, resulting in the potential for the hyperlink to not access the expected page.

[PEC]: 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.

[PREM]: 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.

[PEC]:

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.

[PREM]:

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.

[PEC]:

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.

[PREM]:

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.

[PEC]:

The Shortcut column is no longer displayed in the Standard Responses view if the Standard Responses Shortcut feature is not activated for the agent.

[PREM]:

The Shortcut column is no longer displayed in the Standard Responses view if the Standard Responses Shortcut feature is not activated for the agent.

[GEC]:

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.

[PREM]:

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.

[GEC]: Screen recording now works in environments that use free seating.

[PREM] Screen recording now works in environments that use free seating. Previously, screen recording only worked for agents who were using their default Place.

[Known Issue] Screen recording does not work in an agent logs in using free seating.

Workaround: Define a default Place for the agent and do not allow the agent to select a Place during login.

[AWS][Azure]:

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.

[PREM]:

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.

[AWS][AZURE]:

Agents who are disconnected from a Chat session are now correctly removed from the session. Previously, Chat session ownership could bounce between two agents.

[PREM]:

Agents who are disconnected from a Chat session are now correctly removed from the session. Previously, Chat session ownership could bounce between two agents.