Genesys Documentation - User contributions [en]

System/EOL

2025-08-07T07:42:19Z

Santhosh Annamalai:

{{ArticleSimplified
|DisplayName=Genesys™ Products and Components EOL Life Cycle Table
|Context=Provides the End of Life (EOL) statuses for Genesys Multicloud CX and PureConnect suites, products, and components; one table for those on the EOL track. Genesys™ on-premises EOL refers to its products or components that have reached its maturity and entered the retirement phase in their product life cycle for a variety of reasons, such as technology changes.
{{NoteFormat|
* See {{Repository|Genesys Engage & PureConnect Lifecycle Policy.pdf||Genesys Engage & PureConnect Lifecycle Policy}} for information on the Genesys End-of-Life Policy and process.
* End of Life timeline for all PureConnect products are specified in the {{Repository|PureConnect EOL Announcement - Customer Facing.pdf||PureConnect End of Life Announcement}}.
* Actions required for PureConnect Premise License Customers {{Repository|Actions Required for PureConnect Premise License Customers.pdf||Click here}}
* End of Life timeline for all Engage Premise and Subscription products are specified in the {{Repository|Genesys_Engage_End_of_Life_Announcement_for_Customers.pdf||Engage End of Life Announcement}}.

* For End of Platform Support (EOPS), see [https://docs.genesys.com/Documentation/System/latest/SOE/DiscontSupSOE Supported Operating Environment – Discontinued Supported].
* For Deprecations of features or services available from Genesys Multicloud CX, see [https://all.docs.genesys.com/System/AllDeprecations Feature Deprecations]. Genesys™ deprecation refers to the retirement of a feature/service under the Genesys Multicloud CX or Genesys Cloud CX platforms or the retirement of certain versions or products due to their obsolescence.

}}
====Download an EOL PDF====
To download a PDF of the document, click the link: <span style="font-size:110%">[https://all.docs.genesys.com/Special:PrincePDF/System/EOL_PDF Download PDF].
</span></br>
Be aware that the EOL Announcement links are not active in the PDF version of this document.
|urlname=EOL
|product=Draft:System
|Standalone=Yes
}}
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System/EOL

2025-06-12T11:47:19Z

Santhosh Annamalai: Published

{{ArticleSimplified
|DisplayName=Genesys™ Products and Components EOL Life Cycle Table
|Context=Provides the End of Life (EOL) statuses for Genesys Multicloud CX and PureConnect suites, products, and components; one table for those on the EOL track. Genesys™ on-premises EOL refers to its products or components that have reached its maturity and entered the retirement phase in their product life cycle for a variety of reasons, such as technology changes.
{{NoteFormat|
* See {{Repository|Genesys Engage & PureConnect Lifecycle Policy.pdf||Genesys Engage & PureConnect Lifecycle Policy}} for information on the Genesys End-of-Life Policy and process.
* End of Life timeline for all PureConnect products are specified in the {{Repository|PureConnect EOL Announcement - Customer Facing.pdf||PureConnect End of Life Announcement}}.
* Actions required for PureConnect Premise License Customers {{Repository|Actions Required for PureConnect Premise License Customers.pdf||Click here}}
* The Engage premises platform will reach end of support on December 31st, 2028, Contact your account team for migration options, and see the [https://www.genesys.com/blog/post/accelerating-the-future-of-experience-as-a-service Genesys blog: Accelerating the Future of Experience as a Service].
* For End of Platform Support (EOPS), see [https://docs.genesys.com/Documentation/System/latest/SOE/DiscontSupSOE Supported Operating Environment – Discontinued Supported].
* For Deprecations of features or services available from Genesys Multicloud CX, see [https://all.docs.genesys.com/System/AllDeprecations Feature Deprecations]. Genesys™ deprecation refers to the retirement of a feature/service under the Genesys Multicloud CX or Genesys Cloud CX platforms or the retirement of certain versions or products due to their obsolescence.

}}
====Download an EOL PDF====
To download a PDF of the document, click the link: <span style="font-size:110%">[https://all.docs.genesys.com/Special:PrincePDF/System/EOL_PDF Download PDF].
</span></br>
Be aware that the EOL Announcement links are not active in the PDF version of this document.
|urlname=EOL
|product=Draft:System
|Standalone=Yes
}}
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Draft:RN/DigitalChannels/100.0.175.6797

2025-06-04T07:22:36Z

Santhosh Annamalai: Created page with "{{ComponentRN |ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558 |JQL=issue = NEXUS-12191 OR issue = NEXUS-12164 |DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1b..."

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|ReleaseDate=2025-03-03
|PrivateEditionReleaseDate=2025-04-24
|Highlight=Resolved issue and performance improvements.
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{{Issue
|TicketNumber=NEXUS-12191
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Now, Nexus updates the stopped chat session interaction only once. Previously, some chat sessions might be updated again.
|LocalContent=Nexus now updates the stopped chat session interaction only once. Previously, in rare cases, Nexus might update a chat session interaction in contact history again.
}}
{{Issue
|TicketNumber=NEXUS-12164
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Performance, observability, security, and resiliency improvements.
|LocalContent=Performance, observability, security, and resiliency improvements.
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PEC-REC/Current/Administrator/EncryptingRecordings

2025-03-28T09:04:32Z

Santhosh Annamalai: Published

{{Article
|Standalone=No
|DisplayName=Recording certificate management
|TocName=Recording certificate management
|Context=The Genesys recording solution requires proper management of public and private keys used to encrypt voice and screen recordings. This page describes the process for generating and installing the public and private keys.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Recording
|Section={{Section
|alignment=Vertical
|structuredtext=The Genesys recording solution requires proper management of public and private keys used to encrypt voice and screen recordings. The public key is stored in a certificate file and is used to encrypt a unique session key that is then used to encrypt each media file. The public key must be provisioned for voice recordings and for screen recordings. The private key is stored securely on a protected server and is used to help decrypt each media file (voice or screen) for playback.

===Protect your keys!===

*'''It is your responsibility to store your private keys and certificates, including the expired ones'''. Genesys will not be able to re-apply any of your keys or certificates in the event of a catastrophic Genesys site failure. In this case, you will need to re-apply any previously created keys. Therefore, keep these keys somewhere safe and reliable for future use.
*Furthermore, if you are taking advantage of the {{Link-SomewhereInThisVersion|manual=Administrator|topic=Backup}} utility, you will need to have these keys and certificates available in order to listen to the recordings once they have been moved to your own site.

Please contact your Genesys Professional if you have any questions.
|Status=No
}}{{Section
|sectionHeading=Certificate requirements
|anchor=certificates
|alignment=Vertical
|structuredtext=Before you can encrypt certificates for voice and screen recordings, you must generate the following keys and certificates:

*Generate a recording private key in <tt>.pem</tt> format.<br />2048-bit RSA (or higher). Align encryption strength requirements with your IT Security.
*Generate a self-signed recording certificate (also known as a public key) in <tt>.pem X.509 RSA</tt> format. The certificate validity period will determine when the next certificate should be generated for renewal.
*:'''Note:''' It is the customer's responsibility to track this, install a new key and certificate prior to expiry and contact Genesys to help provision the new key and certificate before the expiration date.

===Generating a self-signed certificate key pair using OpenSSL===
{{NoteFormat|To generate a self-signed certificate key pair using OpenSSL you must have access to a Linux/Windows system with OpenSSL installed.}}

The following OpenSSL commands generate a private key and then use the private key to generate a self-signed certificate:

<source lang="text" enclose="div">
openssl genrsa -out tenant.key 2048

openssl req -new -x509 -key tenant.key -out tenant.pem -days validity_period -subj "/CN=common_name/C=Country/ST=State/O=Organization"
</source>

====Example:====

:<source lang="text" enclose="div">
openssl genrsa -out tenant.key 2048

openssl req -new -x509 -key tenant.key -out tenant.pem -days 3650 -subj "/CN=Genesys Recording/C=US/ST=California/O=Genesys"
</source>

Refer to the following table for DN field descriptions and sample values:
{{{!}} class="wikitable"
{{!}}-
!{{!}}'''DN Field'''
!{{!}}'''Description'''
!{{!}}'''Example'''
{{!}}-
{{!}}{{!}}Common Name (CN)
{{!}}{{!}}The name of your recording solution.
{{!}}{{!}}Genesys Recording
{{!}}-
{{!}}{{!}}Country (C)
{{!}}{{!}}A two-letter country code.
{{!}}{{!}}US
{{!}}-
{{!}}{{!}}State or Province (ST)
{{!}}{{!}}The full state or province where your organization is legally located.
{{!}}{{!}}California
{{!}}-
{{!}}{{!}}Organization (O)
{{!}}{{!}}The exact legal name of your organization. Do not abbreviate your organization name.
{{!}}{{!}}Genesys
{{!}}}

As a result of this command, the following two files are created:

*tenant.key—the private key (PEM format) that is used to decrypt the recordings. It must be kept safe and should not be shared.
*tenant.pem—a self-signed recording certificate and the public key.

{{NoteFormat|'''Azure hosted deployments''' </br>
If your deployment is hosted on Azure, you must perform an extra step to convert the private key (see the {{Link-SomewhereInThisVersion|manual=Administrator|topic=EncryptingRecordings|anchor=AgentSetupCert|display text=next section}}).|}}
{{AnchorDiv|AzureCert}}
===Convert the private key (Azure only)===
This step applies only to deployments hosted on '''Azure'''. Perform the following step to convert the private key ('''tenant.key''') to a new format that can be used in Agent Setup:<source lang="text" enclose="div">openssl pkcs8 -topk8 -inform pem -in tenant.key -outform pem -nocrypt -out private.pem</source>

This command converts the private key that you generated earlier ('''tenant.key''') to a new file ('''private.pem''') that can be uploaded and managed using Agent Setup. Thus, your private and public key files for Agent Setup are created as follows:

*'''tenant.pem'''—a self-signed recording certificate and the public key.
*'''private.pem'''—the private key (PEM format) that is used to decrypt the recordings. It must be kept safe and should not be shared.

When the keys are ready, follow the steps in {{Link-SomewhereInThisVersion|manual=Administrator|topic=EncryptingRecordings|anchor=certAzure|display text=Upload recording certificates (Azure)}}.
|Status=No
}}{{Section
|sectionHeading=Uploading/installing certificates to encrypt your voice recordings
|anchor=upload
|alignment=Vertical
|structuredtext=Depending on your cloud hosting platform, follow the steps described in {{Link-SomewhereInThisVersion|manual=Administrator|topic=EncryptingRecordings|anchor=certAWS|display text=Upload recording certificates (AWS)}} or {{Link-SomewhereInThisVersion|manual=Administrator|topic=EncryptingRecordings|anchor=certAzure|display text=Upload recording certificates (Azure)}}.
{{AnchorDiv|certAWS}}
===Upload recording certificates (AWS)===
{{NoteFormat|The following steps describe how to configure encryption for voice recordings and should be performed by an administrator.|}}

#Verify that you have Administrator privileges.{{NoteFormat|The Platform Administration section of the Genesys Portal is the tool that should be used to manage recording certificates (public keys), and private keys.|}}
#Select '''Administration > Certificates'''.
#:The '''Recording Certificates''' screen displays the list of defined Recording Certificates. To refresh the list at any time, click [[file:Gir_refresh.png]].
#:[[file:Gir_certlist.png|500px]]
#:{{NoteFormat|Click a recording certificate in the list to display its details.|2}}
#Click '''Upload'''.
#:[[file:Voice_upload2.png|500px]]
#In the '''Upload Certificate''' panel, under '''Certificate File''', click '''Choose File'''.
#Select the recording certificate file (PEM file).
#:The '''Subject Name''', '''Serial Number''', '''Subject DN''', and '''Issuer DN''' fields automatically populate.
#In the '''Key File''' section, click '''Choose File'''.
#Select the private key file.
#:[[file:certificate_upload_gir.png|500px]]
#Leave the '''Private Key Password''' field empty.
#Click '''Save'''. Both public and private keys are stored in a secure keystore file dedicated to your tenant.
#After uploading the self-signed recording certificate you must contact your Genesys Professional and ask them to have the certificate assigned to your IVR profile. You will be asked for a copy of the Self-Signed Recording Certificate. You do not need to provide them your private key.

{{NoteFormat|
* If you upload and/or delete recording certificates in one Platform Administration session, these changes are not reflected in another Platform Administration session. You must log out and log in again to the second Platform Administration session.
* In the Certificate Administration section, there is an option to Delete certificates. Do not delete any certificates without first discussing this with your Genesys Professional, since there may be adverse side-effects of doing this (for example, not being able to playback recordings). Even if a certificate is expired, it will need to remain in the system so that older recordings can be played back.}}
{{AnchorDiv|certAzure}}
===Upload recording certificates (Azure)===
{{NoteFormat|The following steps should only be performed by an administrator or your Genesys representative.|}}
The public and private keys are stored in a certificate file and are used to encrypt a unique session key that is then used to encrypt each media file. These keys must be provisioned for voice recordings. To learn how to generate the public and private keys, see {{Link-SomewhereInThisVersion|manual=Administrator|topic=EncryptingRecordings|anchor=certificates|display text=Certificate requirements}}.

#In Agent Setup, under the '''Contact Center Settings''' tab, go to '''Keys Management''' and select '''Keys'''.
#Click '''Upload Certificate''', and then click the browse icon ([[File:FileSearchIcon_GAPI-26352.png|link=]]) to locate and select the recording file on your local machine.
#:{{NoteFormat|Certificate files must be in Privacy Enhanced Mail (PEM) format.}}
#Click '''Save'''. Agent Setup validates the format and stores the uploaded certificate file in the tenant "record" GVP IVR Profile (in the GVP Config Server) and then displays the '''Key''' and '''Alias'''.
|Status=No
}}{{Section
|sectionHeading=Provisioning certificates for screen recording
|anchor=ProvisioningCertificates
|alignment=Vertical
|structuredtext=Perform the following steps to configure encryption for screen recordings, only after completing the {{Link-SomewhereInThisManual|topic=EncryptingRecordings|anchor=upload|display text=Uploading/installing certificates to encrypt your voice recordings}} procedure. If you have not purchased screen recording services, you may skip this step.
===Screen Recording Certificates list===
The Screen Recording Certificates page enables you to manage the certificates for screen recording encryption.

*{{Link-SomewhereInThisVersion|manual=Administrator|topic=EncryptingRecordings|anchor=AssigningCertificates|display text=Assign new certificates}}
*{{Link-SomewhereInThisVersion|manual=Administrator|topic=EncryptingRecordings|anchor=RemovingCertificates|display text=Remove certificates}}

[[file:Screenrecording_certificate.png|500px]]

{{AnchorDiv|AssigningCertificates}}
===Assigning Screen Recording Certificates===

To assign a new certificate:

#In the header, go to '''Administration > Screen Recording Certificates'''.
#On the '''Screen Recording Certificates''' panel, click '''Add'''.
#From the '''Select Certificate''' window, perform one of the following actions:
#*Select the check box next to the appropriate certificate, and click '''Add'''.
#*Click '''Cancel''' to discard any changes.
#*Perform one of the following actions:
#*Click the '''Save''' button to accept the changes.
#*Click the '''Cancel''' button to discard the changes.

{{AnchorDiv|RemovingCertificates}}
===Removing Screen Recording Certificates===
To remove a Recording Certificate, perform the following actions:

#In the header, go to '''Administration > Screen Recording Certificates'''.
#On the '''Screen Recording Certificates''' panel, select the check box next to the certificate that you want to remove.
#Click '''Remove'''.
#Perform one of the following actions:
#*Click the '''Save''' button to accept the changes.
#*Click the '''Cancel''' button to discard the changes.

{{NoteFormat|
*If you remove a certificate from the Screen Recording Certificates, you will turn off encryption, and screen recordings will no longer be encrypted. Do not remove any certificates without first discussing this with your Genesys Professional.
*The modifications to encryption settings described in this document only affect future recordings and do not change the encrypted status of old recordings.}}
|Status=No
}}
}}

RN/CXContact/100.0.036.0003

2025-03-03T10:26:02Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=1d50e8d9-3431-4b29-8a71-73b6563c4c9d
|JQL=https://genesysjira.atlassian.net/browse/CLOUDCON-20178
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseDate=2024-08-16
|Highlight=Updated third-party libraries.
}}
{{Issue
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Third-party software libraries are updated to resolve vulnerabilities.
}}

RN/Recording QM and Interaction Analytics/8.5.512.38

2023-11-10T04:04:16Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=c6d90412-17a5-4d3b-b822-060c75731775
|JQL=WFOAZURE-3481
|DeploymentTypeId=5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseDate=2023-11-10
|Highlight=Transcript export and other enhancements.
}}
{{Issue
|TicketNumber=WFOAZURE-1830
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Transcripts of every interaction is now stored in the database and a database job exports the transcript data of all interactions. The job exports data every day, containing transcripts of interactions processed per day.

Previously, transcripts of every interaction were sent to VPA and VPA would export the transcripts to blob storage accessible to customers.
}}
{{Issue
|TicketNumber=PRSM-29341
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=The Purge task has been enabled for purging Digital interactions, based on the configured retention duration.
}}
{{Issue
|TicketNumber=PRSM-29326
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=DB maintenance job will no longer require downtime of the system. Also, DB queries used by the application have been optimized for better performance.
|LocalContent=The database maintenance job no longer requires any system downtime. Additionally, the database queries used by the system have been optimized for better performance.
}}
{{Issue
|TicketNumber=WFOAZURE-3077
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=SpeechMiner Interaction Receiver has been updated to accept interactions up to 4 hours duration.
}}

RN/AIConnector/100.0.149.9341

2023-08-17T09:19:16Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=c5a76aa7-eedc-4cba-8bf2-b23a4d28ef29
|JQL=CPE-6032
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1, 8b480b3c-2733-433a-9166-eab2c2d0663a
|ReleaseDate=2023-08-02
|PrivateEditionReleaseDate=2023-08-17
|Highlight=Compatibility and performance improvements.
}}
{{Issue
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=This is an update for compatibility and performance improvements.
}}

RN/DigitalChannels/100.0.149.9341

2023-08-17T09:13:31Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=issuekey in (NEXUS-10990)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1, 8b480b3c-2733-433a-9166-eab2c2d0663a
|ReleaseDate=2023-08-02
|PrivateEditionReleaseDate=2023-08-17
|Highlight=Fixed occasional issue with Facebook and Twitter messages.
|ReleaseNumber=100.0.149.9341
}}
{{Issue
|TicketNumber=NEXUS-10990
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Digital Channels now reports the exact error that occurred to CX Contact to better inform users on the issue.
|LocalContent=Digital Channels now reports the exact error that occurred in CX Contact to better inform users on the issue.
}}
{{Issue
|TicketNumber=NEXUS-11004, NEXUS-10843, NEXUS-10559
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=This release includes observability and resiliency improvements.
}}
{{Issue
|TicketNumber=NEXUS-11065
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=In some cases, the Digital Channels Social Hub Connector was unable to read the list of contact centers and configured channels for each tenant, which prevented incoming and outgoing messages from Facebook and Twitter. This issue has now been fixed.
}}

Draft:RN/DigitalChannels/100.0.145.0000

2023-05-10T06:08:22Z

Santhosh Annamalai:

{{ComponentRN
|ComponentId=074d8cb2-e6a5-4df8-97d2-d1044727c558
|JQL=https://genesysjira.atlassian.net/browse/NEXUS-10817
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseDate=2023-05-10
|ReleaseNumber=100.0.145.0000
|PrivateEditionReleaseDate=2023-05-10
|Highlight=Security improvements as well as resolved issues related to contact subscriptions, nicknames, and image attachments.
}}
{{Issue
|TicketNumber=NEXUS-9624, NEXUS-10472
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Security, observability, and resiliency improvements.
}}
{{Issue
|TicketNumber=NEXUS-10785, NEXUS-10310
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=For some Digital Channels sessions, the agent or consumer could not resume the conversation in the session after a significant pause in communication (e.g. more than 3 days) due to an internal error. This issue is now fixed, and the agent or consumer will be able to resume communication in such sessions until the session is expired due to inactivity timeout. This fix applies to new sessions only.
|LocalContent=Previously, in some Digital Channels sessions, the agent could not resume the conversation in the session after a significant pause in communication (for example, more than 3 days) due to an internal issue. This issue is now fixed, and the agent can now resume communication in such sessions until the session is expired due to inactivity timeout. This fix applies to new sessions only.
}}
{{Issue
|TicketNumber=NEXUS-10779
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=Previously, in some chat sessions, agents could not upload and send JPEG attachments. This issue is now fixed.
}}
{{Issue
|TicketNumber=NEXUS-10748
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=Status check marks indicating that a message is sent, delivered, and read is now shown for messages sent by a chatbot. Previously, these check marks were only visible for messages sent by agents.
}}
{{Issue
|TicketNumber=NEXUS-10707
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=In some cases, an agent who had already unsubscribed from a contact was receiving both the Show/Dismiss pop-up toast notification and the Accept/Reject pop-up toast notification upon an incoming Twitter or Facebook interaction, as if they were still subscribed. This issue is now fixed.
}}
{{Issue
|TicketNumber=NEXUS-10667
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=If a chat session is created with only a nickname provided, the session uses the nickname as the contact’s first name. Previously, the nickname was not sent to the agent desktop, so the agent desktop was displaying the contact ID (a string of characters) instead of the contact’s name.
}}
{{Issue
|TicketNumber=NEXUS-9851
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=Previously, the connection between Digital Channels and the agent desktop could stop working if the network gets disconnected after an agent login or during chat, due to an issue in the network connection retry logic. This issue is now fixed as the retry logic functions properly.
}}
{{Issue
|TicketNumber=NEXUS-8693
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=Previously, if an agent unsubscribed from a contact after a Twitter or Facebook public interaction, and then received a new interaction from the same contact, the agent was not subscribed to the contact again. This issue is now fixed, and the agent is now subscribed to the contact after accepting an interaction when subscriptions are enabled.
}}

PEC-IWD/Current/IWDPEGuide/Provision

2022-10-05T10:13:21Z

Santhosh Annamalai: Published

{{Article
|Standalone=No
|DisplayName=Provision IWD
|Context=Learn how to provision IWD.
|ComingSoon=No
|Role=Administrator
|Section={{Section
|alignment=Vertical
|structuredtext={{NoteFormat|Provisioning must be done after deploying IWD.|}}Workload Manager (UI) uses Roles. Agents must be assigned appropriate Roles.

All other provisioning is done through the tenant provisioning which can be performed manually or via IWD API.

<br />
|Status=No
}}{{Section
|sectionHeading=Provisioning via IWD API
|alignment=Vertical
|structuredtext=The following endpoints are available:

*POST /provisioning
*PUT /provisioning
*DELETE /provisioning/ccid

Currently, PUT and POST serve the same purpose.

===Create tenant request===
The following request assembles configurations for '''GAPI''', '''iWD''', and '''iWDEmail''' services, requested API keys provided in the '''iwd.apiKeys''' object, and provisions them in the Digital Channels database using Digital Channels API.<source>
POST /iwd/v3/provisioning

BODY:

{
"tenant": {
"id": "100", #tenant id - needed for correct generation of apikeys
"name": "t100", #tenant Name
"ccid": "9350e2fc-a1dd-4c65-", #tenant CC id
"apiKey": "049111b4-6cac-4e83-a7bf-37c057b45b0f", #IWD cluster API key from nexus
"gws": {
"gwsUrl": "http://gws-service-proxy.gws", #gws URL
"data": {
"authUrl": "http://gauth-auth.gauth", #gauth URL
"authredircetUrl": "https://gauth.nlb01-uswest1.gcpe001.gencpe.net" #gws redirect URL
},
"secret": {
"clientId": "iwd_client", #gws API client id
"clientSecret": "secret", #secret
"apikey": "none",
"username": "nexus", #admin user in configserver
"token": ":;pYV1lNWh0-" #admin user password
}
}
},
"iwd": {
"url": "http://iwd.iwd:4024",
"db": {
#iwd DB details
"host": "pgdb-dgt-postgresql.infra",
"port": 5432,
"database": "iwd-100",
"user": "iwd-100",
"password": "iwd-100",
"ssl": false
},
"apiKeys": {
"IWD_APIKEY_TENANT": "22552b96-8783-46a9-b0eb-075ddfa8893e", #New API key that needs to be provisioned for iwd
"IWD_APIKEY_IWDDM": "d6b68a7b-12ed-4c3c-830d-215eecdd1a48" #New API key that needs to be provisioned for iwddm
}
},
"iwdEmail": {
"url": "N/A"
}
}
</source>

===Parameters===
The following parameters are supported:
{{{!}} class="wikitable"
{{!}}-
!Parameter name
!Datatype
!Required
!Description
{{!}}-
{{!}}tenant
{{!}}object
{{!}}true
{{!}}Tenant to provision
{{!}}-
{{!}}tenant.name
{{!}}string
{{!}}true
{{!}}Tenant name (GWS domain)
{{!}}-
{{!}}tenant.id
{{!}}string
{{!}}true
{{!}}Short tenant ID
{{!}}-
{{!}}tenant.ccid
{{!}}string
{{!}}true
{{!}}GWS contact center ID
{{!}}-
{{!}}tenant.apikey
{{!}}string
{{!}}true
{{!}}API key, issued by Digital Channels for a given tenant
{{!}}-
{{!}}iwd
{{!}}object
{{!}}true
{{!}}IWD Service configuration
{{!}}-
{{!}}iwd.url
{{!}}string
{{!}}true
{{!}}URL where IWD service is launched
{{!}}-
{{!}}iwd.db
{{!}}object
{{!}}true
{{!}}IWD DB connection configuration
{{!}}-
{{!}}iwd.db.host
{{!}}string
{{!}}true
{{!}}DB host
{{!}}-
{{!}}iwd.db.port
{{!}}number
{{!}}true
{{!}}DB port
{{!}}-
{{!}}iwd.db.database
{{!}}string
{{!}}true
{{!}}DB name
{{!}}-
{{!}}iwd.db.user
{{!}}string
{{!}}true
{{!}}DB user
{{!}}-
{{!}}iwd.db.password
{{!}}string
{{!}}true
{{!}}DB password
{{!}}-
{{!}}iwd.db.ssl
{{!}}boolean
{{!}}true
{{!}}Use secure connection to DB or not
{{!}}-
{{!}}iwdEmail
{{!}}object
{{!}}true
{{!}}IWD Email Service configuration
{{!}}-
{{!}}iwdEmail.url
{{!}}string
{{!}}true
{{!}}URL where IWD Email service is launched, should be N/A
{{!}}-
{{!}}iwd.apiKeys
{{!}}object
{{!}}true
{{!}}Tenant API keys for using various services
{{!}}-
{{!}}iwd.apiKeys.IWD_APIKEY_TENANT
{{!}}string
{{!}}true
{{!}}Key for submitting API requests from customer
{{!}}-
{{!}}iwd.apiKeys.IWD_APIKEY_IWDDM
{{!}}string
{{!}}false
{{!}}Required if you plan to deploy IWD Data Mart and use IWD reports
{{!}}}

====Response====
The following success response is returned when the tenant is provisioned successfully:<source>{
created: '''true'''
}
</source>
As a result, the following records are created in the Digital Channels database:

*GAPI service with GWS API key, GWS client secret, GWS username, and token
*IWD service with default options, categories, filters, prioritization, and secret
*Email service with the default options and mailboxes
*API keys

An error is returned if any of the required parameters is missing.

===Delete tenant request===
The following request removes the specified tenant provisioning:

<source>DELETE /iwd/v3/provisioning/ccid?[service=String || deleteTenant=Boolean]</source>

====Path parameters====
{{{!}} class="wikitable"
{{!}}-
!Parameter name
!Datatype
!Required
!Description
{{!}}-
{{!}}ccid
{{!}}string
{{!}}true
{{!}}Contact Center id
{{!}}}

====Query parameters====
A minimum of one parameter is mandatory.
{{{!}} class="wikitable"
{{!}}-
!Parameter name
!Datatype
!Required
!Description
{{!}}-
{{!}}service
{{!}}string
{{!}} rowspan="2"{{!}}true<br />(at least one)
{{!}}Specific services names to be deleted from the database
{{!}}-
{{!}}deleteTenant
{{!}}boolean
{{!}}Flag to delete all tenant services from Digital Channels database
{{!}}}

====Delete tenant examples:====
To delete the specified services from the Digital Channels database:
<source>
DELETE /iwd/v3/provisioning/ccid?service=iWD,iWDEmail
</source>
To delete all tenant services and tenant configuration from the Digital Channels database:
<source>
DELETE /iwd/v3/provisioning/ccid?deleteTenant=true
</source>
|Status=No
}}{{Section
|sectionHeading=Manual provisioning
|alignment=Vertical
|structuredtext=Example:<source>
curl 'http://iwd.iwd:4024/iwd/v3/provisioning' \

-H 'Content-Type: application/json; charset=utf-8' \

-H 'x-api-key: ed99c91d-dd18-4c96-af8e-86f8e8105bc4' \

--data '{"tenant":{"id":"100", "name":"t100","ccid":"d846c51e-1fe8-4118-bf32-cf0b4ef29032","apiKey":"22552b96-8783-46a9-b0eb-075ddfa8893e"},"iwd":{"url":"http://iwd.iwd:4024","db":{"host":"postgres-rw.infra.svc.cluster.local","port":5432,"database":"iwd","user":"iwd","password":"iwd","ssl":false},"apiKeys":{"IWD_APIKEY_TENANT":"22552b96-8783-46a9-b0eb-075ddfa8893e","IWD_APIKEY_IWDDM":"d6b68a7b-12ed-4c3c-830d-215eecdd1a48"}},"iwdEmail":{"url":"N/A"}}'
</source>
|Status=No
}}
|PEPageType=55cef4ff-9306-4313-8fd8-377282a38478
}}

RN/IWDData Mart/100.0.012.2187

2022-09-16T12:00:13Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=fd8aff3a-6766-4eb1-9281-c5c235de3426
|JQL=labels = "iwddm_2022_late_may" and "Release Note" is not empty
|DeploymentTypeId=8b480b3c-2733-433a-9166-eab2c2d0663a
|ReleaseDate=2022-09-16
|PrivateEditionReleaseDate=2022-09-16
|Highlight=Support for UCS Interaction ID in IWD reports.
}}
{{Issue
|TicketNumber=CIWD-3747
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Added new attribute *ucsInteractionId* to GCXI detailed reports:* [Task Detail Report
|LocalContent=The following reports in the '''CX Insights for IWD''' folder now include a new attribute, '''UCS Interaction ID''':

*Task Detail Report
*Task Work Detail Report

<br />
|SupportingDocumentation={{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIiWDTskDtl}} and {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIiWDTskWrkDtl}}
}}

PEC-Email/Current/EmailPEGuide/Logging

2022-06-23T15:59:29Z

Santhosh Annamalai: Redirect to the latest metrics page

#REDIRECT [[PEC-Email/Current/EmailPEGuide/EmailMetrics]]

PEC-Email/Current/EmailPEGuide/Metrics

2022-06-23T15:58:48Z

Santhosh Annamalai: Added redirect to the latest metrics page

#REDIRECT [[PEC-Email/Current/EmailPEGuide/EmailMetrics]]

PEC-Email/Current/EmailPEGuide/Metrics

2022-06-23T15:56:37Z

Santhosh Annamalai: Added redirect to the latest metrics page

#REDIRECT [[PEC-IWD/Current/IWDPEGuide/EmailMetrics]]

PEC-AS/Current/ManageCC/Email addresses and mailboxes

2022-06-20T09:13:31Z

Santhosh Annamalai: Published

{{Article
|Standalone=No
|DisplayName=Email addresses and mailboxes
|TocName=Email addresses and mailboxes
|Context=Set up agent mailboxes and specify additional From email addresses for agent responses.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Vertical
|structuredtext=Create and configure inbound and outbound mailboxes for your contact center through '''Digital Management''' in the '''Contact Center Settings''' section.

{{NoteFormat|These instructions below refer to setting up E-mail Server (classic) in Engage Cloud. If you are using the latest version of Genesys Multicloud CX Email (powered by our IWD solution), refer to the topic {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDMailboxes|display text=View, edit and create Genesys Multicloud CX Email boxes}} for instructions on setting up your email mailboxes in Workload Manager.|}}
|Status=No
}}{{Section
|sectionHeading=Mailboxes
|alignment=Horizontal
|Media=Image
|image=ASEmailBoxes.png
|structuredtext=The '''Email Mailboxes''' sub-section displays all configured mailboxes for your contact center. The mailbox table will be empty if there are no mailboxes configured.

Select a mailbox in this view to see its details displayed on the right side of the view.

You can also filter this view by Inbound and Outbound mailboxes, as well as search for mailboxes.
|Status=No
}}{{Section
|sectionHeading=Add or edit a mailbox
|anchor=Addoreditamailbox
|alignment=Vertical
|structuredtext={{Section
|sectionHeading=
|Media=Image|anchor=|alignment=Horizontal|structuredtext=
To create a new mailbox, select either '''Inbound''' or '''Outbound''' from the '''Add Mailbox''' menu. A mailbox is created in a disabled state.

Mailboxes are enabled when they are assigned to a Digital application in Designer. If the application stream is disabled, so are the mailboxes assigned to it.

Once enabled, the selection box beside the mailbox turns red. The mailbox cannot be deleted until it is disabled.

'''Note:''' Only one outbound mailbox is permitted at this time.

To edit a mailbox, select the mailbox you wish to edit and click the '''Edit''' [[Image:IW_Edit_Case_Data_Button_850.png|link=]] button at the top of the page.

|image=ASInboundEmail2.png
}}

Use the following table for advice on how to fill in the mailbox creation/edit modal fields:

====Outbound mailbox create and edit form====
{{{!}} border="1"
{{!}}-
!Label
!Field type
!Default values
!Possible values
!Action
!Description
{{!}}-
{{!}}Mailbox Name
{{!}}Strings: alphanumeric, special characters "@", "_", and ".", no more than 40 characters
{{!}}smtp-client
{{!}}N/A
{{!}}A read-only field to be displayed
{{!}}Outbound mailbox names are set as smtp-client
{{!}}-
{{!}}From Address
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The email address associated with this account
{{!}}-
{{!}}Mailbox
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The name used to log in to the corporate email server
{{!}}-
{{!}}Password
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The password associated with this account
{{!}}-
{{!}}-
{{!}}Host/Port/Type
{{!}}Drop-down list
{{!}}N/A
{{!}}SMTP
{{!}}Create and Edit
{{!}}The name of the corporate SMTP server
{{!}}}

====Inbound mailbox create and edit form====
{{{!}} border="1"
{{!}}-
!Label
!Field type
!Default values
!Possible values
!Action
!Description
{{!}}-
{{!}}Mailbox Name
{{!}}Strings: alphanumeric, special characters "@", "_", and ".", no more than 40 characters
{{!}}N/A
{{!}}N/A
{{!}}Create only, Edit field is read-only
{{!}}Any valid login name associated with a POP/IMAP account
{{!}}-
{{!}}Max size
{{!}}Numeric: minimum = 5, maximum = 20
{{!}}5
{{!}}Range between 5 and 20
{{!}}Create and Edit
{{!}}The maximum size (in MB) of an incoming message
{{!}}-
{{!}}Mailbox
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
{{!}}The login name associated with the POP/IMAP account
{{!}}-
{{!}}Password
{{!}}Strings: alphanumeric
{{!}}N/A
{{!}}N/A
{{!}}Create and Edit
'''Note:''' The user must type in a password.
{{!}}The password associated with this account
{{!}}-
{{!}}Host/Port/Type
{{!}}Drop-down list
{{!}}N/A
{{!}}POP3, IMAP
{{!}}Select only
{{!}}Parameters of the corporate email server where the account resides
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Add From addresses
|alignment=Horizontal
|Media=Image
|image=ASManageEmail Address.png
|structuredtext=You can configure your agent's potential From addresses displayed in Agent Desktop drop-down list of outbound emails.

When setting up additional addresses, you must first select or create the Business Attribute folder that will contain the Attribute Values that are used as available addresses. These come from the addresses of email interactions.

Once your intended Business Attributes folder is selected, you can begin adding new From email addresses by entering the address '''Name''' and an associated '''Display name'''. Once you have updated the users profile, the new From email addresses will be available for the agent to use when they start a new session or restart their current session.
|Status=No
}}{{Section
|sectionHeading=Add or delete Business Attributes
|alignment=Vertical
|structuredtext=Business Attributes can be added and deleted within Agent Setup through the '''From Address''' field in the '''Outbound Mailbox''' window.

From the main '''Email Mailboxes''' window, select the outbound email mailbox name and click the '''Edit''' [[File:IW_Edit_Case_Data_Button_850.png|link= ]] button.

From the drop-down list under '''From Address''', select '''Add...'''. The '''Manage Email Addresses''' window opens. Here you can add a new Business Attribute, as well as delete an existing Business Attribute. ''(click to expand the image)''

[[File:Email_BA2_GAPI-19516.png|600x600px]]
|Status=No
}}{{Section
|sectionHeading=Setting up mailboxes for OAuth 2.0 authorization
|alignment=Vertical
|structuredtext=You can set up mailboxes for the OAuth 2.0 authorization access to Microsoft Exchange Online API for Office 365 with the IMAP and EWS protocols. To do this:

#Create a Microsoft Azure application.
#Add application permissions.
#Complete special mailbox settings.

{{NoteFormat|E-mail Server (classic) only supports EWS, POP3, and IMAP protocols and does not support the Graph API protocol. The Graph API protocol is supported by Advanced Email (powered by our IWD solution). Refer to the topic {{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDMailboxes|display text=View, edit and create Genesys Multicloud CX Email boxes}}.|}}
{{AnchorDiv|CMAA}}
===Create a Microsoft Azure application===
OAuth defines the following grant types: authorization code, implicit, resource owner password credentials, and client credentials. The Genesys solution uses resource owner password credentials.

#Follow Steps 1-8 as described in {{#Widget:ExtLink|link=https://www.appypie.com/faqs/how-can-i-get-my-microsoft-acount-client-id-and-client-secret-key|displaytext=this documentation}} to register an Azure public client application for the mailbox(es) that will be accessed by Genesys E-mail Server. Note that a single Azure application can support all mailboxes for the same company.
#In step 6, for entering the name in Supported account types:
#*Select '''Accounts in any organizational directory (Any Azure AD directory – Multitenant)'''.
#*:'''Note:''' Single-tenant accounts, '''Accounts in this organizational directory only''', are also supported.
#*Leave the '''Redirect URI''' empty (as well as in Step 7).
#Copy and paste the Application (client) ID and the Directory (tenant) ID into a text document that will be submitted to Genesys to configure mailboxes to use OAuth2.

After the application is created, it should look similar to this:[[File:ems-app1.png|center|thumb|(Click to expand)]]Where '''esj_office365_imap''' is the Azure application name.
If you open the '''Supported account types''' and '''Redirect URIs''', it should look similar to this:[[File:ems-app2.png|center|thumb|(Click to expand)]]The '''Application ID URI''' should be empty:[[File:ems-app3.png|center|thumb|(Click to expand)]]
{{AnchorDiv|AAP}}
===Add application permissions===
Read through the article {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/azure/active-directory/develop/v2-permissions-and-consent|displaytext=Permissions and consent in the Microsoft identity platform endpoint}} to learn about permissions and consent.

You might want to consult this document, {{#Widget:ExtLink|link=https://docs.microsoft.com/en-us/graph/auth-v2-service#2-configure-permissions-for-microsoft-graph|displaytext=Configure permissions for Microsoft Graph}}, although it focuses on getting permissions for the Graph API and you must configure application permissions for Office 365 Exchange Online.

For IMAP, POP3, and EWS, the application must have the following permissions granted by the company's administrator, depending on the email protocols used:
[[File:Email App permissions.png|center|thumb|(Click to expand)]]

Since early 2020, Microsoft stopped exposing API permissions for IMAP, POP3, and SMTP under Office 365 Exchange Online, although it still supports those protocols and continues exposing the '''User.*''' and '''EWS.*''' permissions. Based on the article, [https://docs.microsoft.com/en-us/azure/active-directory/develop/reference-app-manifest Azure Active Directory app manifest], users can edit the Azure App manifest to configure an app’s attribute.

Users can manually edit the ''requiredResourceAccess'' attribute by adding '''IMAP.AccessAsUser.All''', '''POP.AccessAsUser.All''', and '''SMTP.Send'''. The following example shows the related part (''requiredResourceAccess'') in the manifest of an Azure app. The app has all 5 permissions. As Microsoft continues to expose the '''User.*''' and '''EWS.*''' permissions under Office 365 Exchange Online, users can add these two permissions in the Azure UI. The ''requiredResourceAccess'' attribute contains two items. Then, the user can manually add the items that represent '''IMAP.AccessAsUser.All''', '''POP.AccessAsUser.All''', and '''SMTP.Send''' under the same ''resourceAccess'' of the same ''resourceAppId''. The ID values for '''IMAP.AccessAsUser.All''' and other protocols could be different for different apps. The Exchange Admin must find it out.
[[File:Email Azure Manifest.png|center|thumb|(Click to expand)]]
<br />

{{NoteFormat|
*For the EWS protocol, the Azure application must have the following permission:
*:User.Read
*:EWS.AccessAsUser.All
*For the IMAP protocol, the Azure application must have the following permission:
*:User.Read
*:IMAP.AccessAsUser.All
*For the POP3 protocol, the Azure application must have the following permissions:
*:User.Read
*:POP3.AccessAsUser.All|}}
{{AnchorDiv|CMS}}
===Special mailbox settings===
The mailbox has the following special settings in the company’s system:

*Multifactor authentication is disabled on the mailbox.
*The IMAP protocol is enabled (if IMAP is used).
*The POP3 protocol is enabled (if POP3 is used). (Note that OAuth2 for POP3 is not supported yet.)
*Nothing is needed for the EWS protocol.

===Migrating existing mailboxes===
Genesys recommends that you create a mailbox for testing purposes to be used for migration to OAuth2. This test mailbox must also have its own credential. Ensure the Azure Application and mailbox setup is correct before migrating the mailboxes.

Contact Genesys Customer Care by opening a case in the My Support Portal, http://www.genesys.com/customer-care, to request mailboxes migration with the following data for each mailbox including the test mailbox:

*'''Mailbox Name''' and its values of the test mailbox

*'''directory-id'''—Specify the Directory (tenant) ID of the registered Microsoft Azure application for the test mailbox
*'''client-id'''—Specify the Client ID of the registered Microsoft Azure application for the test mailbox
*'''tenant-authority'''—Specify the authority server of the registered Microsoft Azure application if it is different from https://login.microsoftonline.com/
*Is it a test mailbox—Yes or No
{{NoteFormat|If you have service issues, please contact Genesys Customer Care by opening a case in the My Support Portal, http://www.genesys.com/customer-care.|}}
|Status=No
}}
}}

RN/IWDData Mart/100.0.008.2021

2022-05-30T11:57:39Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=fd8aff3a-6766-4eb1-9281-c5c235de3426
|JQL=CPE-3736
|DeploymentTypeId=8b480b3c-2733-433a-9166-eab2c2d0663a
|ReleaseDate=2022-05-17
|PrivateEditionReleaseDate=2022-05-17
|Highlight=New libraries for improved security.
}}
{{Issue
|TicketNumber=CPE-3736
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=This release contains new libraries to improve security.
}}

RN/IntelligentWorkload Distribution/100.0.083.0000

2022-04-07T12:47:17Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=9d93d57b-8e44-4ecb-97a7-ece81aa8fae8
|JQL=issuekey in (CIWD-3233)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseDate=2022-04-07
|Highlight=Improvements to filtering and viewing categories affected by an endpoint.
}}
{{Issue
|TicketNumber=CIWD-3233
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=* In Configurations Summary view endpoint field now has shortcut which filters categories by endpoint.* Endpoint editor a info message is triggered on successful save. This info message tells how many categories are using endpoint.
|LocalContent=The following improvements add more flexibility in viewing categories affected by an endpoint:

*You can now filter categories that are affected by an endpoint on the '''Configuration – Summary View''' screen.
*You can now view the list of categories affected by an endpoint when you successfully save the endpoint using the endpoint editor.
}}
{{Issue
|TicketNumber=CIWD-3535
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=When selecting a work item for categories testing, Workload Manager now indicates that any change in the category or the sample work item does not impact the original work item.
}}
{{Issue
|TicketNumber=CIWD-3247
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|LocalContent=When copying a mailbox with a password or secret, Workload Manager now clears the corresponding fields and notifies the user that these fields are not copied due to security restrictions.
}}

PEC-IWD/Current/IWDPEGuide/IWD metrics and alerts

2022-03-30T14:59:32Z

Santhosh Annamalai: Published

{{ArticlePEServiceMetrics
|IncludedServiceId=1ead80a4-682f-465e-adee-2fd456937c7d
|AltServiceDisplayName=IWD
|CRD=Both or either, depends on harvester
|Port=Default is 4024 (overridden by values)
|Endpoint=/iwd/v3/metrics
|MetricsUpdateInterval=15 sec recommended, depends on harvester
|MetricsDefined=Yes
|PEMetric={{PEMetric
|Metric=iwd_redis_connections_established
|Type=gauge
|MetricDescription=Current number of established Redis connections
|SampleValue=0
}}{{PEMetric
|Metric=iwd_redis_connections_reconnecting
|Type=gauge
|MetricDescription=Current number of reconnecting Redis connections
|SampleValue=0
}}{{PEMetric
|Metric=iwd_redis_connections_ready
|Type=gauge
|MetricDescription=Current number of ready Redis connections
|SampleValue=1
}}{{PEMetric
|Metric=iwd_redis_duration_until_ready
|Type=histogram
|Label='le'
|MetricDescription=Duration until ready state reached
|SampleValue=0, 1, 39
}}{{PEMetric
|Metric=iwd_redis_errors_total
|Type=counter
|MetricDescription=Total number of Redis connection errors
|SampleValue=0
}}{{PEMetric
|Metric=iwdTenantDB_db_connect_total
|Type=counter
|Label='db'
|MetricDescription=The total number of all database connection requests
|SampleValue=1252424, 1457770
}}{{PEMetric
|Metric=iwdTenantDB_db_disconnect_total
|Type=counter
|Label='db'
|MetricDescription=The total number of all database disconnection requests
|SampleValue=1252424, 1457770
}}{{PEMetric
|Metric=iwdTenantDB_db_request_total
|Type=counter
|Label='db'
|MetricDescription=The total number of all Database requests sent
|SampleValue=4850730, 5056452
}}{{PEMetric
|Metric=iwdTenantDB_db_success_total
|Type=counter
|Label='db', 'command'
|MetricDescription=The total number of all all Database requests executed successfully
|SampleValue=2307896, 2126805, 1221394, 1450355
}}{{PEMetric
|Metric=iwdTenantDB_db_errors_total
|Type=counter
|Label='db', 'code'
|MetricDescription=The total number of all Database errors
|SampleValue=131, 5, 4
}}{{PEMetric
|Metric=iwdTenantDB_db_request_duration_milliseconds
|Type=histogram
|Label='le', 'db', 'method'
|MetricDescription=Database transaction duration
|SampleValue=2290844, 2306385, 2307241, 2307894
}}{{PEMetric
|Metric=iwd_process_cpu_user_seconds_total
|Type=counter
|MetricDescription=Total user CPU time spent in seconds.
|SampleValue=1634045655571
}}{{PEMetric
|Metric=iwd_process_cpu_system_seconds_total
|Type=counter
|MetricDescription=Total system CPU time spent in seconds.
|SampleValue=1634045655571
}}{{PEMetric
|Metric=iwd_process_cpu_seconds_total
|Type=counter
|MetricDescription=Total user and system CPU time spent in seconds.
|SampleValue=1634045655571
}}{{PEMetric
|Metric=iwd_process_start_time_seconds
|Type=gauge
|MetricDescription=Start time of the process since unix epoch in seconds.
|SampleValue=1633992102
}}{{PEMetric
|Metric=iwd_process_resident_memory_bytes
|Type=gauge
|MetricDescription=Resident memory size in bytes.
|SampleValue=1634045655572
}}{{PEMetric
|Metric=iwd_process_virtual_memory_bytes
|Type=gauge
|MetricDescription=Virtual memory size in bytes.
|SampleValue=1634045655572
}}{{PEMetric
|Metric=iwd_process_heap_bytes
|Type=gauge
|MetricDescription=Process heap size in bytes.
|SampleValue=1634045655572
}}{{PEMetric
|Metric=iwd_process_open_fds
|Type=gauge
|MetricDescription=Number of open file descriptors.
|SampleValue=1634045655572
}}{{PEMetric
|Metric=iwd_process_max_fds
|Type=gauge
|MetricDescription=Maximum number of open file descriptors.
|SampleValue=197176
}}{{PEMetric
|Metric=iwd_nodejs_eventloop_lag_seconds
|Type=gauge
|MetricDescription=Lag of event loop in seconds.
|SampleValue=1634045655572
}}{{PEMetric
|Metric=iwd_nodejs_active_handles
|Type=gauge
|Label='type'
|MetricDescription=Number of active libuv handles grouped by handle type. Every handle type is C++ class name.
|SampleValue=17, 1, 69
}}{{PEMetric
|Metric=iwd_nodejs_active_handles_total
|Type=gauge
|MetricDescription=Total number of active handles.
|SampleValue=1634045655572
}}{{PEMetric
|Metric=iwd_nodejs_active_requests
|Type=gauge
|Label='type'
|MetricDescription=Number of active libuv requests grouped by request type. Every request type is C++ class name.
|SampleValue=2
}}{{PEMetric
|Metric=iwd_nodejs_active_requests_total
|Type=gauge
|MetricDescription=Total number of active requests.
|SampleValue=1634045655572
}}{{PEMetric
|Metric=iwd_nodejs_heap_size_total_bytes
|Type=gauge
|MetricDescription=Process heap size from node.js in bytes.
|SampleValue=1634045655572
}}{{PEMetric
|Metric=iwd_nodejs_heap_size_used_bytes
|Type=gauge
|MetricDescription=Process heap size used from node.js in bytes.
|SampleValue=1634045655572
}}{{PEMetric
|Metric=iwd_nodejs_external_memory_bytes
|Type=gauge
|MetricDescription=Nodejs external memory size in bytes.
|SampleValue=1634045655572
}}{{PEMetric
|Metric=iwd_nodejs_heap_space_size_total_bytes
|Type=gauge
|Label='space'
|MetricDescription=Process heap space size total from node.js in bytes.
|SampleValue=262144, 16777216, 130428928, 6721536
}}{{PEMetric
|Metric=iwd_nodejs_heap_space_size_used_bytes
|Type=gauge
|Label='space'
|MetricDescription=Process heap space size used from node.js in bytes.
|SampleValue=32808, 1479672, 92634792, 4852384
}}{{PEMetric
|Metric=iwd_nodejs_heap_space_size_available_bytes
|Type=gauge
|Label='space'
|MetricDescription=Process heap space size available from node.js in bytes.
|SampleValue=0, 6899976, 37040456, 1542496
}}{{PEMetric
|Metric=iwd_nodejs_version_info
|Type=gauge
|Label='version', 'major', 'minor', 'patch'
|MetricDescription=Node.js version info.
|SampleValue=1
}}{{PEMetric
|Metric=iwd_request_total
|Type=counter
|MetricDescription=The total number of all API requests received
|SampleValue=177186
}}{{PEMetric
|Metric=iwd_success_total
|Type=counter
|Label='ccid'
|MetricDescription=The total number of all API requests with success response
|SampleValue=21400, 46769, 48539
}}{{PEMetric
|Metric=iwd_errors_total
|Type=counter
|Label='ccid'
|MetricDescription=The total number of all API requests with error response
|SampleValue=438, 49, 4
}}{{PEMetric
|Metric=iwd_client_error_total
|Type=counter
|Label='ccid'
|MetricDescription=The total number of all API requests with client error response
|SampleValue=204, 49, 2
}}{{PEMetric
|Metric=iwd_server_error_total
|Type=counter
|Label='ccid'
|MetricDescription=The total number of all API requests with server error response
|SampleValue=234, 2
}}{{PEMetric
|Metric=iwd_api_request_total
|Type=counter
|Label='method', 'path', 'code', 'ccid'
|MetricDescription=The total number of all API requests
|SampleValue=3570, 3584, 25079, 19500
}}{{PEMetric
|Metric=iwd_api_request_long
|Type=counter
|MetricDescription=Number of API requests that took long time to execute
}}{{PEMetric
|Metric=iwd_api_request_closed
|Type=counter
|Label='method', 'path'
|MetricDescription=Number of API requests that expired before response was sent
|SampleValue=3, 14, 4, 9
}}{{PEMetric
|Metric=iwd_api_request_duration_milliseconds
|Type=histogram
|Label='le', 'method', 'path', 'code', 'ccid'
|MetricDescription=API requests duration
|SampleValue=6, 2708, 3502, 3570
}}{{PEMetric
|Metric=iwd_api_blacklist
|Type=counter
|MetricDescription=Total number of blacklisted requests
}}{{PEMetric
|Metric=iwd_cometd_connections_total
|Type=gauge
|Label='type', 'ccid'
|MetricDescription=The current number of client cometd connections to GWS
|SampleValue=27, 1, 41
}}{{PEMetric
|Metric=iwd_cometd_errors_total
|Type=counter
|Label='type', 'ccid'
|MetricDescription=The total number of client cometd errors
|SampleValue=1
}}{{PEMetric
|Metric=iwd_cometd_request_errors_total
|Type=counter
|Label='type', 'name', 'ccid', 'domain'
|MetricDescription=The total number of client cometd error response from GWS
|SampleValue=13026, 64, 1, 102
}}{{PEMetric
|Metric=iwd_cometd_request_current
|Type=gauge
|Label='type', 'name', 'ccid', 'domain'
|MetricDescription=The current number of client cometd requests to GWS
|SampleValue=-6318, -11825, 0
}}{{PEMetric
|Metric=iwd_cometd_request_duration_milliseconds
|Type=histogram
|Label='le', 'type', 'name', 'ccid', 'domain'
|MetricDescription=The cometd request duration (to GWS)
|SampleValue=6298, 6320, 6345, 6395
}}{{PEMetric
|Metric=iwd_cometd_request_duration_milliseconds_summary
|Type=summary
|Label='quantile', 'type', 'name', 'ccid', 'domain'
|MetricDescription=The cometd request duration (to GWS): summary
|SampleValue=0, 930700, 6577, 89959
}}{{PEMetric
|Metric=iwd_cometd_events_total
|Type=counter
|Label='type', 'name', 'ccid', 'domain'
|MetricDescription=The total number of client cometd events from GWS
|SampleValue=80, 443, 346, 17
}}
|AlertsDefined=Yes
|PEAlert={{PEAlert
|Alert=IWD error rate
|Severity=CRITICAL
|AlertDescription=Triggered when the number of errors in IWD exceeds the threshold for 15 min period.
|Threshold=Default number of errors: 2
}}{{PEAlert
|Alert=IWD DB errors
|Severity=CRITICAL
|AlertDescription=Triggered when IWD experiences more than 2 errors within 1 minute during operations with database.
|Threshold=Default number of errors: 2
}}{{PEAlert
|Alert=Memory usage is above 3000 Mb
|Severity=CRITICAL
|AlertDescription=Triggered when the pod memory usage is above 3000 MB.
|Threshold=Default memory usage: 3000 MB
}}{{PEAlert
|Alert=Database connections above 75
|Severity=HIGH
|AlertDescription=Triggered when pod database connections number is above 75.
|Threshold=Default number of connections: 75
}}
}}

RN/IntelligentWorkload Distribution/100.0.082.0000

2022-03-25T18:18:29Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=9d93d57b-8e44-4ecb-97a7-ece81aa8fae8
|JQL=issuekey in (CIWD-2981, CIWD-2601, CIWD-2595)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseDate=2022-03-24
|Highlight=Support for easy-to-understand date filters.

Improvements to the '''Filter & View''' tab.
}}
{{Issue
|TicketNumber=CIWD-2981
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Now Workload Manager allow to easily select time range, like "yesterday", last week, etc. (not last 24hours, not calendar selection) when filtering workitems by a quick filters
|LocalContent=When filtering work items via quick filters in Workload Manager, users can now select easy-to-understand date intervals such as '''Yesterday''', '''Previous Week''', '''This Year''', '''Last Monday''', and so on.
}}
{{Issue
|TicketNumber=CIWD-2601
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Now Workload Manager allows Filter & View to be rearranged by drag and drop
|LocalContent=Workload Manager now allows users to rearrange filters and views using the drag-and-drop method.
}}

Draft:RN/Email/100.0.082.0000

2022-03-25T18:18:17Z

Santhosh Annamalai: Moving RN content from QA to Prod - Draft

{{ComponentRN
|ComponentId=3422613a-aedc-4c60-8382-2568e9d0c983
|JQL=issuekey in (CIWD-3565)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseDate=2022-03-24
|Highlight=Support for deletion of Email attachments.
}}
{{Issue
|TicketNumber=CIWD-3565
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=Cloud iWD will now correctly form emails with acknowledgements and standard responses.Previously forming of contxt from standard responses might have failed due to incompatibility of data provided to UCS
|LocalContent=Email for Multicloud CX now renders content correctly for emails with acknowledgements and standard responses. Previously, at times, rendering content from standard responses failed due to incompatible data provided to Universal Contact Service (UCS).
}}
{{Issue
|TicketNumber=CIWD-2595
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=Workload Manager now allows users to delete one or more attachments from emails.
}}

RN/IWDData Mart/100.0.006.1916

2022-03-14T10:31:59Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=fd8aff3a-6766-4eb1-9281-c5c235de3426
|JQL=CIWD-3600
|DeploymentTypeId=8b480b3c-2733-433a-9166-eab2c2d0663a
|ReleaseDate=2022-03-11
|PrivateEditionReleaseDate=2022-03-11
|Highlight=The helm chart option, '''enableServiceLinks''', is introduced.
}}
{{Issue
|TicketNumber=CIWD-3600
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=A new Helm chart option, '''enableServiceLinks''', is introduced. It indicates whether service information must be added to the environment variables or not. The default value is ''false''.
}}

PEC-Email/Current/EmailPEGuide/HADR

2022-03-08T04:03:44Z

Santhosh Annamalai: Published

{{ArticleServiceHA
|ServiceId=b2d1432d-5111-43be-90fa-3abe7e48df15
|HA=ebe8e38b-3a96-46c1-86f4-f3b230efd7f7
|DR=8cb06bd1-f61e-4f4d-ac4c-421064c437c1
|PrimaryUnit=e9ffb7b5-3b53-449d-a637-5c616ddf5e74
|AddIncluded=No
|NoHA=No
}}

RN/Email/100.0.081.0000

2022-02-22T10:35:11Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=3422613a-aedc-4c60-8382-2568e9d0c983
|JQL=issuekey in (CIWD-3262, CIWD-2767)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseDate=2022-02-17
|Highlight=Improved automatic detection mechanism for application errors.
}}
{{Issue
|TicketNumber=CIWD-3262
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Improved automatic detection of scenarios where IWD could stop reading or sending emails.
|LocalContent=Email for Multicloud CX now has an improved automatic detection mechanism for detecting scenarios when the application would stop reading or sending emails.
}}
{{Issue
|TicketNumber=CIWD-2767
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=Now in Workload Manager header and body are excluded from Global List export
|LocalContent=Email header and body are now excluded from the Global List export.
}}

RN/IntelligentWorkload Distribution/100.0.081.0000

2022-02-22T10:35:06Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=9d93d57b-8e44-4ecb-97a7-ece81aa8fae8
|JQL=issuekey in (CIWD-3237, CIWD-3236, CIWD-3234, CIWD-3131, CIWD-3398, CIWD-3052)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseDate=2022-02-17
|Highlight=Improvements to the Prioritization schema and Booster Table UI.
}}
{{Issue
|TicketNumber=CIWD-3398
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=Now pagination available for Global Queue instead of infinite scroll
|LocalContent=Pagination is now available for the Universal Queue. Previously, the Universal Queue had an infinite scroll.
}}
{{Issue
|TicketNumber=CIWD-3237
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=The following improvements has been made in Prioritization Booster Table:# "Show Booster Table" renamed to "Show Email Reply Booster Table"# A tooltip added next to the "Show Email Reply Booster Table" arrow# "Booster Table" is renamed to "Email Reply Booster Table"# "Delete All Reply Intervals" button added and when pressed and confirmed by the user, all reply intervals will be deleted# A tooltip placed next to "Initial Priority"
|LocalContent=The following changes apply in the '''Prioritization''' - '''Booster Table''' UI:

* '''Show Booster Table''' is renamed '''Show Email Reply Booster Table'''.
* A tooltip is added next to the '''Show Email Reply Booster Table''' expand and collapse icon.
* '''Booster Table''' is renamed '''Email Reply Booster Table'''.
* A new button, '''Delete All Reply Intervals''', is added. Users can use click this button to delete all reply intervals.
* A tooltip is added next to the '''Initial Priority''' header.
}}
{{Issue
|TicketNumber=CIWD-3236
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=In the Prioritization schema definition, the following changes was made:* "With Priority Management over" is renamed to "Overall Priority Management Time"* "Autocomplete message" is renamed to "Autocomplete message (if email type)"
|LocalContent=The following changes apply in the '''Prioritization schema''' UI:

* The '''With Priority Management over''' field is renamed as '''Overall Priority Management Time'''.
* The '''Autocomplete message''' field is renamed as '''Autocomplete message (if email type)'''.
}}
{{Issue
|TicketNumber=CIWD-3234
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Now in Workload Manager when an agent drags a workitem/email to the categories bar on the left category tree is expanded in order to allow to assign a workitem/email to child category easily
|LocalContent=When a user performs drag-and-drop of a workitem or an email into the '''Categories''' panel, the target Category is expanded to allow the user to drop the workitem or email into a child Category.
}}
{{Issue
|TicketNumber=CIWD-3131
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=Updated German localization of Workload Manager UI
|LocalContent=Workload Manager UI is updated for German localization. Previously, some components were not localized in German.
}}
{{Issue
|TicketNumber=CIWD-3052
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=Previously Workload Manager could produce high CPU usage in browser when opening categories.
|LocalContent=Workload Manager no longer causes high CPU usage when working with Categories.
}}

RN/IntelligentWorkload Distribution/100.0.080.0000

2022-02-14T17:17:16Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=9d93d57b-8e44-4ecb-97a7-ece81aa8fae8
|JQL=https://genesysjira.atlassian.net/jira/dashboards/30427
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseDate=2022-01-13
|Highlight=New table format for viewing email headers.
}}
{{Issue
|TicketNumber=CIWD-3244
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=Previously items could get stuck in Queued state after being pulled from Agent’s workbin by IWD
|LocalContent=When IWD pulls an item from an agent’s workbin, the item’s queue state is now reset.
}}
{{Issue
|TicketNumber=CIWD-3215
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=Previously the number of items found in Universal Queue was incorrectly displayed when search returned more than 10.000 results.
|LocalContent=The Universal Queue search feature now displays the correct number of matching items if the search result exceeds 10000 items.
}}
{{Issue
|TicketNumber=CIWD-3206
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=Previously some dashboards had persistent legend at the top right corner and in some cases it overlapped graph data.
|LocalContent=An issue that caused some persistent legend items to overlap the dashboard graph data is now fixed.
}}
{{Issue
|TicketNumber=CIWD-3068
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=Previously autocomplete feature could result in items handled by agents being automatically completed by IWD
|LocalContent=When the '''Autocomplete items''' feature is enabled, IWD does not automatically complete items that are being handled by agents. Previously in this scenario, IWD sometimes automatically completed items.
}}
{{Issue
|TicketNumber=CIWD-3018
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Workload Manager UI now displays email headers in a table view. Previously all headers were shown in one string field.
|LocalContent=Workload Manager now allows users to view email headers in a table format. Previously, the email headers were displayed in a single string field.
}}
{{Issue
|TicketNumber=CIWD-2971
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=Workload Manager no longer displays categories without data in Dashboard legend
|LocalContent=Names of categories that are filtered out or excluded are no longer displayed in the legend of the '''Overall Backlog By Categories''' dashboard in Workload Manager.
}}

RN/IWDData Mart/100.0.006.1898

2022-02-14T17:02:28Z

Santhosh Annamalai: Published

{{ComponentRN
|ComponentId=fd8aff3a-6766-4eb1-9281-c5c235de3426
|JQL=issuekey in (CPE-2336)
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1, 8b480b3c-2733-433a-9166-eab2c2d0663a
|ReleaseDate=2022-01-13
|PrivateEditionReleaseDate=2022-02-11
|Highlight=IWD now supports reporting on Category Level 3 - 10.
}}
{{Issue
|TicketNumber=CIWD-2563
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=IWD now supports reporting on Category Level 3 - 10. New prompts and attributes to support this change are added to several reports and dashboards in the {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIForiWD}} folder. Previously, IWD supported reporting up to Category Level 2 only.
}}
{{Issue
|TicketNumber=CIWD-2556
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|LocalContent=The following improvements have been made to IWD’s integration with Genesys Workforce Management (WFM):

*IWD now supports mapping up to 10 Category Levels in the activity path.
*IWD now supports mapping of multi-site activities.
*An asterisk (*) can be included at the end of an activity name after a slash ("/") to indicate that all subcategories in the current category path are mapped to this activity. An asterisk can be specified at any position of the path except at the beginning.
|SupportingDocumentation={{Link-AnywhereElse|product=PEC-IWD|version=Current|manual=Administrator|topic=IWDIntegrateWFM#Configure_IWD.2FWFM_integration}}
}}