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Table structure:

  • JiraType - String
  • NFBoilerplateId - String
  • TicketNumber - String
  • IssueCategoryId - String
  • LastUpdated - Date
  • Content - Wikitext
  • LocalContent - Wikitext
  • SupportingDocumentation - Wikitext
  • DeploymentTypeId - List of String

This table has 3,046 rows altogether.

Page JiraType NFBoilerplateId TicketNumber IssueCategoryId LastUpdated Content LocalContent SupportingDocumentation DeploymentTypeId
Draft:RN/AgentDesktop/9.0.000.79 720446c8-10b6-42b8-af36-34a298aa1c72 Starting with this release, Agent Desktop is available in Genesys Engage cloud on Azure.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-22125 720446c8-10b6-42b8-af36-34a298aa1c72 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. Interaction Queue name versus alias
Draft:RN/AgentDesktop/9.0.000.81 GAPI-23678 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE]:

[PEC]:

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.
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.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-24542 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE]:

[PEC]:

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.

[PREM]:

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

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.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-24625 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[PEC]

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.

[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 Desktop 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 Desktop 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 Desktop.
* Or, agents must open Agent Desktop 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.
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.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-24931 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[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.

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.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-25172 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[PEC]:

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.

[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.

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.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-25526 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[PEC]: Workspace Agent Desktop 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.

Workspace Agent Desktop has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-25565 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE]:

[PEC]:

Agents can now dial both their personal and group voice mailboxes whether they have a message waiting or not.

[PREM]:

Agents can now dial both their personal and group voice mailboxes whether they have a message waiting or not.

Agents can now dial both their personal and group voice mailboxes whether they have a message waiting or not. Voicemail
Draft:RN/AgentDesktop/9.0.000.81 GAPI-25640 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE]:

[PEC]:

Citrix Virtual Apps support. Workspace Agent Desktop now runs in Citrix Virtual Apps & Desktop (C-VAD 7 1912 LTSR).

[PREM]:

Citrix Virtual Apps support. Workspace Web Edition now runs in Citrix Virtual Apps & Desktop (C-VAD 7 1912 LTSR).

Citrix Virtual Apps support. Workspace Agent Desktop now runs in Citrix Virtual Apps & Desktop (C-VAD 7 1912 LTSR).
Draft:RN/AgentDesktop/9.0.000.81 GAPI-25903 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[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.
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.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-25925 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[PEC]: 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.

[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.

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.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-26025 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[GEC]:

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.

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.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-26253 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[PEC]:

Workspace Agent Desktop now loads more efficiently over slow networks.

[PREM]:

Static resources for Workspace Web Edition are now compressed by the micro-service to improve loading of the application on slow networks.
Workspace Agent Desktop now loads more efficiently over slow networks.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-26379 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[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.

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.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-26423 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[GEC]:

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.

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. Settings and configuration overview
Draft:RN/AgentDesktop/9.0.000.81 GAPI-26466 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[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.

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.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-26541 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[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.

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.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-26719 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[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.

The Shortcut column is no longer displayed in the Standard Responses view if the Standard Responses Shortcut feature is not activated for the agent.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-27038 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[GEC]:

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.

[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.

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.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-27319 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[GEC]:

The keypad now works correctly when Agent Desktop is configured to play dialing tones when an agent clicks a key on the keypad dialer.

The keypad now works correctly when Agent Desktop is configured to play dialing tones when an agent clicks a key on the keypad dialer.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-27413 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[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.

 

Screen recording now works in environments that use free seating.
Draft:RN/AgentDesktop/9.0.000.81 GAPI-27534 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[GEC]:

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.

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.
Draft:RN/AgentDesktop/9.0.000.82 GAPI-27395 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 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. Workspace Web Edition Private Edition Guide
Draft:RN/AgentDesktop/9.0.000.82 GAPI-27454 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[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.

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.
Draft:RN/AgentDesktop/9.0.000.82 GAPI-27712 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[Azure].: All regions now support agents adding contacts to My Favorites. Previously, in some regions, adding a contact as a favorite resulted in an error.

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.
Draft:RN/AgentDesktop/9.0.000.82 GAPI-28066 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[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.

Agents who are disconnected from a Chat session are now correctly removed from the session. Previously, Chat session ownership could bounce between two agents.
Draft:RN/AgentDesktop/9.0.000.82 GAPI-28247 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:

[AWS]: 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.

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.
Draft:RN/AgentDesktop/9.0.000.82 GAPI-28649 5c483167-c133-4dc5-87c0-bd2719670bc1 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.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-16320 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE][AWS Azure]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.[PREM]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, Genesys recommends that you enable the visual impairment mode by using the accessibility.visual-impairment-profile option.You can adjust the behavior of the application tooltips by configuring the following options to suit your environment:* accessibility.tooltip.show-on-focus* accessibility.tooltip.is-hoverable* accessibility.tooltip.hide-on-click 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.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-25507 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE]:[Azure/AWS]:Agents can now open a single Agent Desktop session in up to five browser tabs in Chrome, Edge Chromium, and FireFox.[PREM]:Agents can now open a single Workspace session in up to five browser tabs in Chrome, Edge Chromium, and FireFox. Agents can now open a single Agent Desktop session in up to five browser tabs in Chrome, Edge Chromium, and FireFox. Navigating Agent Desktop
Draft:RN/AgentDesktop/9.0.000.84 GAPI-25508 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE]:[Azure/AWS]: Agent Desktop now has improved support for Web-RTC when multiple instances of Agent Desktop are open in multiple browser tabs.[PREM]: N/A as Premise does not support Web-RTC Agent Desktop now has improved support for Web-RTC when multiple instances of Agent Desktop are open in multiple browser tabs. Navigating Agent Desktop
Draft:RN/AgentDesktop/9.0.000.84 GAPI-26488 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE]:[AWS][AZURE]: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.[PREM]: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. 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.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-26727 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE]:[AWS & Azure]: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.[PREM]:You can now specify that a Corporate Favorite is available in the Team Communicator only for consultation calls. You can also specify whether the consultation-only Corporate Favorite is enabled to complete the consultation as a transfer or a conference. The *capabilities* option in the section for a given Corporate Favorite is expanded to enable you to specify whether the agent can use the Corporate Favorite to complete a consultation call as a two-step transfer or a two-step conference. Refer to *Creating different Corporate Favorites for Transfer, and Conference targets* https://docs.genesys.com/Documentation/HTCC/9.0.0/IWWDep/EnablingComms#CorpFavTransferConfConsult 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.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-26728 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE][Azure AWS]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.[PREM]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. The following options are introduced to support this feature:* teamcommunicator.one-step-transfer-with-consultation.enabled* teamcommunicator.one-step-conference-with-consultation.enabled 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.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-27271 720446c8-10b6-42b8-af36-34a298aa1c72 [AWS]: WHIRLPOOL ONLY in May[WWE]: In the Contact History, My History, and Interaction Search views, Workspace now enables agents to 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). 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. Contacts and interactions
Draft:RN/AgentDesktop/9.0.000.84 GAPI-27329 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE][AWS AZURE]The secondary login view where agents enter place, queue, and language is enhanced to improve login.[PREM]The secondary login view where agents enter place, queue, and language is enhanced to improve login. The secondary login view where agents enter place, queue, and language is enhanced to improve login.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-27384 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]: [AWS][AZURE]:The Consultation bar is no longer incorrectly displayed in certain scenarios involving two or more email interactions from the same case.[PREM]:The Consultation bar is no longer incorrectly displayed in certain scenarios involving two or more email interactions from the same case. The Consultation bar is no longer incorrectly displayed in certain scenarios involving two or more email interactions from the same case.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-27498 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE][Azure AWS] Team Communicator now has the option to configure different list Corporate Favorites for Conference and Transfer. Please contact Genesys to enable this feature.[PREM]Team Communicator now has the option to configure different list Corporate Favorites for Conference and Transfer. Refer to *Creating different Corporate Favorites for Transfer, and Conference targets* https://docs.genesys.com/Documentation/HTCC/9.0.0/IWWDep/EnablingComms#CorpFavTransferConfConsult Team Communicator now has the option to configure different list Corporate Favorites for Conference and Transfer. Please contact Genesys to enable this feature.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-27994 5c483167-c133-4dc5-87c0-bd2719670bc1 WWE]:[AWS][AZURE]:For Internet Explorer 11 users, the Help now works correctly. [PREM]:For Internet Explorer 11 users, the Help now works correctly. For Internet Explorer 11 users, the Help now works correctly.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-28131 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE][AWS Azure]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.[PREM]A defense has been introduced in Team Communicator to avoid the component becoming stuck, displaying an infinite spinner, in certain situations while using Workspace in Internet Explorer 11. 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.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-28360 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS][AZURE]:Agents can now complete Chat consultations by Conference or Transfer. Previously, in some configuration environments, these functions were not always available.[PREM]:Agents can now complete Chat consultations by Conference or Transfer, even if the teamcommunicator.permissions.agent.restrict-to-agent-groups option was enabled. Previously in this scenario, the Conference and Transfer buttons where unavailable. Agents can now complete chat consultations by Conference or Transfer. Previously, in some configuration environments, these functions were not always available.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-28391 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS][AZURE]:For Internet Explorer 11 users, the Performance Tracker now works correctly. Previously, counters were not refreshed.[PREM]:For Internet Explorer 11 users, the Performance Tracker now works correctly. Previously, counters were not refreshed. For Internet Explorer 11 users, the Performance Tracker now works correctly. Previously, counters were not refreshed.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-28535 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS][AZURE]:Team Communicator keyboard navigation for the Consultation feature has been improved. [PREM]:Team Communicator keyboard navigation for the Consultation feature has been improved.  Team Communicator keyboard navigation for the Consultation feature has been improved.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-28645 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS][AZURE]:The Voice channel is 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.[PREM]:The Voice channel is 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. 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.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-28682 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS][AZURE]:For Internet Explorer 11 users, 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.[PREM]:For Internet Explorer 11 users, 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.  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.
Draft:RN/AgentDesktop/9.0.000.84 GAPI-29159 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS][AZURE]:Agent can now see all standard responses when 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.[PREM]:Agent can now see all standard responses when the standard-response.categories option is configured to display a subset of the Responses tree. Previously, when a subcategory contained categories and standard responses, standard responses were not displayed. 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.
Draft:RN/AgentDesktop/9.0.000.85 GAPI-24105 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE]:[AWS AZURE? PRIVATE?]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. 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. Getting started
Draft:RN/AgentDesktop/9.0.000.85 GAPI-25034 [WWE]:[AWS][AZURE]: NA[PRIVATE?]: [WWE]:[AWS][AZURE]: NA[PRIVATE?]:
Draft:RN/AgentDesktop/9.0.000.85 GAPI-26251 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE]:[Azure]:Agent Desktop now supports voicemail notification. For deployments in Azure, Agent Desktop now supports voicemail notification. Internal interactions
Draft:RN/AgentDesktop/9.0.000.85 GAPI-28117 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS][AZURE][PRIVATE?]: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. 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. Getting started
Draft:RN/AgentDesktop/9.0.000.85 GAPI-29467 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE PRIVATE?]: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. 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. Voice channel options
Draft:RN/AgentDesktop/9.0.000.85 GAPI-29517 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE PRIVATE?]: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. 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.
Draft:RN/AgentDesktop/9.0.000.85 GAPI-29550 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE PRIVATE?]: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. 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. Getting started
Draft:RN/AgentDesktop/9.0.000.85 GAPI-29608 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE PRIVATE]:The Quick (basic) Search in the My History, Contact History, and Interaction Search views is now limited to a maximum of 10 words to minimize the impact on platform resources. 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. Interaction history views
Draft:RN/AgentDesktop/9.0.000.85 GAPI-29636 5c483167-c133-4dc5-87c0-bd2719670bc1 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.
Draft:RN/AgentDesktop/9.0.000.85 GAPI-29802 5c483167-c133-4dc5-87c0-bd2719670bc1 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.
Draft:RN/AgentDesktop/9.0.000.85 GAPI-29964 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE PRIVATE?]:The timestamps in chat message notifications are now correctly recorded when the Workspace browser window is minimized or does not have the focus. The timestamps in chat message notifications are now correctly recorded when the Workspace browser window is minimized or does not have the focus.
Draft:RN/AgentDesktop/9.0.000.86 CPE-1948 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 As of October 29, 2021, Agent Desktop supports deployments on Google Kubernetes Engine (GKE) in Genesys Multicloud CX private edition, as part of the Early Adopter Program.
Draft:RN/AgentDesktop/9.0.000.86 GAPI-27623 [API - SCAPI][Azure/AWS] The Service Client API now provides events when an outbound campaign state is updated. The Service Client API now provides events when an outbound campaign state is updated.
Draft:RN/AgentDesktop/9.0.000.86 GAPI-29800 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]: [AWS AZURE PRIVATE]: 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. 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.
Draft:RN/AgentDesktop/9.0.000.86 GAPI-29822 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE PRIVATE?]: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. 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.
Draft:RN/AgentDesktop/9.0.000.86 GAPI-30120 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 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.
Configure Workspace Web Edition
Draft:RN/AgentDesktop/9.0.000.86 GAPI-30271 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE PRIVATE?]: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. 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.
Draft:RN/AgentDesktop/9.0.000.86 GAPI-30278 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE PRIVATE?]:Agent Desktop now correctly re-establishes connection to the softphone in the following scenario:# A long network disconnection occurs.# The agent keeps open a tab with Agent Desktop and the disconnection occurs during this session.# The agent opens a new tab to log in to Agent Desktop while the other tab is still open. 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.
Draft:RN/AgentDesktop/9.0.000.86 GAPI-30312 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AZURE]: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. 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.
Draft:RN/AgentDesktop/9.0.000.87 5c483167-c133-4dc5-87c0-bd2719670bc1 As of this release, the Resolved Issues from the Agent Desktop September 16, 2021 release are now also available for AWS.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-21575 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE]:[AWS][AZURE]: The Communication tab for Digital Channels has been enhanced to improve agent experience. For Digital Channels users, the Conversation tab has been migrated to the Workspace Agent Desktop Chat interaction view, and the new Chat interaction view has been enhanced to improve agent experience. Please contact Genesys to enable this feature.[PRIVATE]: The Communication tab for Digital Channels has been enhanced to improve agent experience. For AWS and Azure: The Communication tab for Digital Channels has been enhanced to improve agent experience. For Digital Channels users, the Conversation tab has been migrated to the Workspace Agent Desktop Chat interaction view, and the new Chat interaction view has been enhanced to improve agent experience. Please contact Genesys to enable this feature. Messaging
Draft:RN/AgentDesktop/9.0.000.87 GAPI-21575 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 The Communication tab for Digital Channels has been enhanced to improve agent experience.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-28910 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 Workspace Web Edition now supports ACD Queue as a transfer, conference, and consultation target in Team Communicator.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-29527 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE][AWS AZURE]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.[PRIVATE]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 Agent Desktop now supports the ability to automatically set the agent status to Ready when the agent logs in on digital channels. To enable this feature, use the Email Auto Ready option in Contact Center Settings > Desktop Options > Email. Email channel options
Draft:RN/AgentDesktop/9.0.000.87 GAPI-29527 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 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
Draft:RN/AgentDesktop/9.0.000.87 GAPI-29528 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE][AWS AZURE -PRIVATE-]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.[PRIVATE]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.permanent-statistics-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* webrtc.ringing-bell For AWS and Azure: Agent Desktop now supports volume adjustment of the interaction alert ringing sound for voice, chat, and email interactions. To enable this feature, use the following options:
  • In Contact Center Settings > Desktop Options > Voice:
    • Voice Ringtone Volume
    • Voice SIP Preview Ringtone Volume
    • WebRTC Ringtone Volume
  • In Contact Center Settings > Desktop Options > Chat:
    • Chat Interaction Ringtone Volume
    • Chat Message Sound Volume
  • In Contact Center Settings > Desktop Options > Email:
    • Email Interaction Ringtone Volume
Voice channel options and Chat channel options and Email channel options
Draft:RN/AgentDesktop/9.0.000.87 GAPI-29528 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 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
Draft:RN/AgentDesktop/9.0.000.87 GAPI-29529 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE][AWS AZURE]:Agent Desktop now supports browser notifications for system disconnection.[PRIVATE]:Workspace Web Edition now supports browser notifications for system disconnection. Agent Desktop now supports browser notifications for system disconnection. Browser notifications
Draft:RN/AgentDesktop/9.0.000.87 GAPI-29530 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE][AWS AZURE]Agent Desktop now allows agents to remove attachments from an inbound email. Contact Genesys to enable this option.[PRIVATE]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*. For AWS and Azure: Agent Desktop now allows agents to remove attachments from an inbound email. To enable this feature, use the Enable Delete attachment option in Contact Center Settings > Desktop Options > Email. Inbound Email Attachments and Email channel options
Draft:RN/AgentDesktop/9.0.000.87 GAPI-29530 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 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.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-29626 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 Team Communicator can now display presence statistics for ACD Queues.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-30087 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE]: Corporate Favorites now display correctly in Team Communicator in all cases. Previously, some Corporate Favorites were not displayed. Corporate Favorites now display correctly in Team Communicator in all cases. Previously, some Corporate Favorites were not displayed.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-30109 [WWE][AWS AZURE -PRIVATE-]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. Contact Genesys to enable this feature.[PRIVATE]: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. For AWS and Azure: 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. To enable this feature, use the Redirect / Release calls in Hunt Group in Contact Center Settings > Desktop Options > Voice. Voice channel options
Draft:RN/AgentDesktop/9.0.000.87 GAPI-30109 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 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.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-30166 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE]:Agent Desktop now supports copy and paste from webpages displayed in an iFrame in Agent Desktop that use the Clipboard API. Please contact Genesys to enable this feature.[PRIVATE]: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 ([1]) to read text from the clipboard, or to write text to the clipboard. For AWS and Azure: Agent Desktop now supports copy and paste from webpages displayed in an iFrame in Agent Desktop that use the Clipboard API. Please contact Genesys to enable this feature.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-30166 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 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.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-30295 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE PRIVATE]:The Interaction Search view has been improved to allow the display of custom attribute values that contain the pipe character (' 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.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-30482 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE]:Agents can now open documents, such as PDFs, from a webpage that is displayed in a popup opened from an iFrame in Agent Desktop. Please contact Genesys to enable this feature.[PRIVATE]: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. For AWS and Azure: Agents can now open documents, such as PDFs, from a webpage that is displayed in a popup opened from an iFrame in Agent Desktop. Please contact Genesys to enable this feature.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-30482 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 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.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-30500 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE PRIVATE]: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. 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.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-30677 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE PRIVATE]:Agents can now search for specific workbins, My Team workbins, and Interaction Queues in the My Workbins trees. Agents can now search for specific workbins, My Team workbins, and Interaction Queues in the My Workbins trees.
Draft:RN/AgentDesktop/9.0.000.87 GAPI-30698 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS AZURE PRIVATE]:Agent Desktop now correctly enables supervisors to simultaneously monitor multiple agents on the Chat channel. Agent Desktop now correctly enables supervisors to simultaneously monitor multiple agents on the Chat channel.
Draft:RN/AgentDesktop/9.0.000.88 GAPI-29531 720446c8-10b6-42b8-af36-34a298aa1c72 [WWE]:[AWS, AZURE]: Agent Desktop now provides the ability to create a voice interaction without a contact. Contact Genesys to enable this feature.[PRIVATE]:You can now configure Workspace to create an interaction record in the contact database even if Contact ID is not provided. Use the contact.ucs-interaction.voice.enable-create-without-contact option to enable this feature. For more information about configuring this feature, refer to "How do I work with an interaction with an unknown contact?" <LINK to 9.0 Agent Help as we did in 8.5.2> Agent Desktop now provides the ability to create a voice interaction without a contact. To enable this feature, use the Enable History Record Creation for voice interaction without contact option in Contact Center Settings > Desktop Options > Voice. Interactions with unknown contacts and Voice channel options
Draft:RN/AgentDesktop/9.0.000.88 GAPI-30796 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS, AZURE, PRIVATE]:Agent can now use the *Processed By* filter in the *Interaction Search* view even if the agent type is excluded of the main *Team Communicator*. Previously, matching agents were not listed in the Interaction Search results. 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.
Draft:RN/AgentDesktop/9.0.000.88 GAPI-30945 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS, AZURE]:For environments that use Genesys Softphone in Connector Mode, Agent Desktop can now be configured to display a reason when a call is disconnected. Please contact Genesys to enable this feature.[PRIVATE]:For environments that use Genesys Softphone in Connector Mode, Agent Desktop can now be configured to display a reason when a call is disconnected. To enable this feature, configure the sipendpoint.disconnected.not-ready-reason option.  For environments that use Genesys Softphone in Connector Mode, Agent Desktop can now be configured to display a reason when a call is disconnected. Please contact Genesys to enable this feature.
Draft:RN/AgentDesktop/9.0.000.88 GAPI-30994 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS, AZURE, PRIVATE]: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. 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.
Draft:RN/AgentDesktop/9.0.000.88 GAPI-31333 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS, AZURE]:For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Desktop now disables or delays the Not Ready state of the Voice channel in the event that the connection can be re-established quickly.[PRIVATE]:For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Desktop can be configured to disable or delay the Not Ready state on the voice channel . Use the sipendpoint.disconnected.max-attempts-to-set-not-ready option to control this feature. For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Desktop now disables or delays the Not Ready state of the Voice channel in the event that the connection can be re-established quickly.
Draft:RN/AgentDesktop/9.0.000.88 GAPI-31381 5c483167-c133-4dc5-87c0-bd2719670bc1 [WWE]:[AWS, AZURE, PRIVATE]:When a Chat session includes a Chat conference, Agent Desktop no longer creates duplicates of the chat transcript in the interaction history. When a Chat session includes a Chat conference, Agent Desktop no longer creates duplicates of the chat transcript in the interaction history.
Draft:RN/AgentDesktop/9.0.000.89 GAPI-28354 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 NA 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).
Draft:RN/AgentDesktop/9.0.000.89 GAPI-30852 a8930ebb-8e46-4ecd-993f-cdd2d61bc400 Support for deploying Web Services and Applications in a single namespace with other private edition services has been implemented. To enable this alternative deployment scenario, disable internal ingress in the *values.yaml* file for GWS ingress: &lbrace;&lbrace;entryPoints.internal.ingress.enabled: false&rbrace;&rbrace;. 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.
Draft:RN/AgentDesktop/9.0.000.90 GAPI-17825 720446c8-10b6-42b8-af36-34a298aa1c72 \[WWE]\[AWS] \[AZURE] \[PRIVATE]Workspace now supports reserving an agent for call distribution. Updated: Agent Desktop now supports reserving an agent for call distribution by default.

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

Draft:RN/AgentDesktop/9.0.000.90 GAPI-27107 720446c8-10b6-42b8-af36-34a298aa1c72 \[WWE]\[AWS] \[AZURE] \[PRIVATE]  Workspace now supports integration of web applications within the user interface. Workspace now supports integration of web applications within the user interface.
Draft:RN/AgentDesktop/9.0.000.90 GAPI-30096 720446c8-10b6-42b8-af36-34a298aa1c72 \[WWE]:\[AZURE] \[PRIVATE] \[AWS]: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. 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.

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