Service	Available	Genesys CX on		Private edition	Highlights	Release
		AWS	Azure
Agent Workspace	October 11, 2024				Resolved issues and improvement.	100.0.012.0293
Gplus Adapter for Salesforce	October 11, 2024				Third-party dependency updates to maintain security and reliability.	100.0.012.0293
Gplus Adapter for Salesforce	April 22, 2024				Third-party dependency updates to maintain security and reliability.	100.0.011.0252
Agent Workspace	April 22, 2024				Resolved issues.	100.0.011.0252
Agent Workspace	February 19, 2024				Resolved issue.	100.0.010.0199
Gplus Adapter for Salesforce	February 19, 2024				Resolved issue.	100.0.010.0199
Agent Workspace	February 6, 2024				Resolved issues.	100.0.010.0196
Gplus Adapter for Salesforce	January 16, 2024				Third-party dependency updates to maintain security and reliability.	100.0.010.0196
Agent Workspace	October 19, 2023				Resolved issues.	100.0.009.0131
Gplus Adapter for Salesforce	October 19, 2023				Third-party dependency updates to maintain security and reliability.	100.0.009.0131
Agent Workspace	September 14, 2023				Resolved issues.	100.0.008.0096
Gplus Adapter for Salesforce	September 14, 2023				Resolved issues.	100.0.008.0096
Agent Workspace	July 27, 2023				Third-party dependency updates to maintain security and reliability.	100.0.007.0046
Gplus Adapter for Salesforce	July 27, 2023				Resolved issue.	100.0.007.0046
Agent Workspace	June 14, 2023				Resolved issues.	100.0.006.0478
Gplus Adapter for Salesforce	June 14, 2023				Third-party dependency updates to maintain security and reliability.	100.0.006.0478
Gplus Adapter for Salesforce	April 27, 2023				Third-party dependency updates to maintain security and reliability.	100.0.005.0398
Agent Workspace	April 27, 2023				Ability to configure the values for the Interaction state filter drop-down and resolved issues.	100.0.005.0398
Gplus Adapter for Salesforce	March 21, 2023				Third-party dependency updates to maintain security and reliability.	100.0.004.0312
Agent Workspace	March 21, 2023				Resolved issues and improvements.	100.0.004.0312
Agent Workspace	February 2, 2023				Support for all Call Results from Outbound Contact Server (OCS) and resolved issues.	100.0.003.0235
Gplus Adapter for Salesforce	February 2, 2023				Support for the Outbound and Messenger namespaces in the Genesys Service Client API.	100.0.003.0235
Agent Workspace	November 30, 2022				Resolved issues and improvements.	100.0.001.0113
Gplus Adapter for Salesforce	November 3, 2022				Multiple instances support in Agent Workspace SCAPI and Gplus Adapter SCAPI and few new improvements. Discontinued support for Internet Explorer v11.	100.0.000.0050
Agent Workspace	November 3, 2022				Resolved issues.	100.0.000.0050
Agent Workspace	September 27, 2022				Support for messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions.	9.0.000.98
Agent Workspace	August 31, 2022				Support for Genesys Multicloud CX private edition deployments on Azure Kubernetes Service (AKS). Resolved issue and improvements.	9.0.000.97
Gplus Adapter for Salesforce	August 23, 2022				Messages regarding Screen Pop events are now written to the browser log.	9.0.000.97
Gplus Adapter for Salesforce	July 28, 2022				Third-party dependency updates to maintain security and reliability.	9.0.000.96
Agent Workspace	July 28, 2022				The name of the product has been changed from Agent Desktop to Agent Workspace in the Genesys Multicloud documentation.	9.0.000.96
Agent Workspace	June 28, 2022				Generally Available release for Genesys Multicloud CX private edition deployments on the officially supported Kubernetes platforms. Support for Google Agent Assist for Voice interactions.	9.0.000.95
Gplus Adapter for Salesforce	June 28, 2022				Screen pop different object types for Digital interactions.	9.0.000.95
Gplus Adapter for Salesforce	May 24, 2022				Support for the creation of a new Salesforce record on screen pop for Digital channels.	9.0.000.94
Agent Workspace	May 23, 2022				Support of optional validation of editable fields in the interaction Case Information view.	9.0.000.94
Agent Workspace	April 7, 2022				Resolved issue and improvements.	9.0.000.93
Agent Workspace	March 22, 2022				The Interaction notification and Team Communicator Recents list now displays the contact name and the number of missed calls from the contact.	9.0.000.91
Gplus Adapter for Salesforce	March 22, 2022				Support for the Salesforce Winter '22 release.	9.0.000.70
Agent Workspace	March 21, 2022				Feedback submitted by agents is now published in Telemetry Service.	9.0.000.92
Agent Workspace	February 28, 2022				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.	9.0.000.90
Agent Workspace	February 1, 2022				Support for deploying all private edition services in a single namespace.	9.0.000.89
Agent Workspace	November 4, 2021				Create a voice interaction without a contact.	9.0.000.88
Agent Workspace	October 14, 2021				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 Agent Workspace Chat interaction view, and the new Chat interaction view has been enhanced to improve agent experience.	9.0.000.87
Agent Workspace	September 16, 2021				Resolved issues and improvements. Private Edition: Support for the use of arbitrary, or random, user IDs (UIDs) in OpenShift. Early Adopter Program support for Genesys Multicloud CX private edition deployments on GKE.	9.0.000.86
Agent Workspace	August 19, 2021				Workspace now has a defense mechanism that enables agents to review and close the recovered calls.	9.0.000.85
Gplus Adapter for Salesforce	August 19, 2021				Support for Genesys Digital Channels SMS chat interactions.	9.0.000.64
Agent Workspace	July 22, 2021				Web Content Accessibility Guideline (WCAG) 2.1 level AA. compliance	9.0.000.84
Gplus Adapter for Salesforce	July 22, 2021				Gplus Adapter functionality is now supported in multiple browser tabs	9.0.000.63
Agent Workspace	May 27, 2021				UPDATE: The Reply All button is now correctly displayed when an agent receives an inbound email that has several email addresses. Early Adopter Program support for Genesys Multicloud CX private edition deployments on OpenShift.	9.0.000.82
Agent Workspace	April 22, 2021				Agents can now dial both their personal and group voice mailboxes.	9.0.000.81
Gplus Adapter for Salesforce	April 22, 2021				UPDATE: Gplus Adapter support for the Salesforce Lightning Component with Service Client API for custom integrations between Salesforce and Genesys.	9.0.000.62
Agent Workspace	March 31, 2021				Support for Genesys Engage cloud on Azure	9.0.000.79
Gplus Adapter for Salesforce	March 31, 2021				Support for Genesys Engage cloud on Azure	9.0.000.60

Agent Workspace: October 11, 2024

What's New

• Agent Workspace now ensures that the number of recipients in Outbound Emails stays within the configured limit. Contact your Genesys Representative to enable this feature.
  For Private Edition: To configure this feature, set the value of the option email.max-addresses-allowed to the maximum number of recipients that must be allowed. (WWE-4837)

Resolved Issues

• For Private Edition: WebRTC in-browser client now retrieves a call from hold successfully when the new option webrtc.disable-adjust-sdp-on-ice-reconnect is set to true. Previously, WebRTC in-browser client did not retrieve a call from hold under the following scenario:

  • if the corresponding Extension DN on the SIP Server Switch was configured with sip-cti-control=talk (no hold); and
  • the Outbound trunk that is used by the same Extension DN to reach external destinations was configured with reuse-sdp-on-reinvite=true. (WWE-4919)
    Limited to: Private Edition

• Agent Workspace now displays all available timeslots when creating a Genesys Engagement Services (GES) Callback. Previously, only timeslots that start after the current time of day were displayed. (WWE-4927)

Gplus Adapter for Salesforce: October 11, 2024

What's New

• Third-party dependency updates to maintain security and reliability.

Gplus Adapter for Salesforce: April 22, 2024

What's New

• Third-party dependency updates to maintain security and reliability.

Agent Workspace: April 22, 2024

Resolved Issues

• Agent Workspace now correctly displays the More > and Less buttons in the attachments section of Email Interactions. Previously, in a situation where several attachments have to be attached for an email interaction, these buttons were either not displayed or displayed inconsistently. (WWE-4244)

• In a Voice Interaction that starts as a Consultation and changes to a regular call following a two-step transfer process, Agent Workspace now correctly displays the button to schedule Callbacks for contacts. Previously, in such cases, the Callback button was not displayed. (WWE-4071)

Agent Workspace: February 19, 2024

Resolved Issues

• Agent Workspace no longer displays a misleading error message when editing an email. (WWE-4524)

Gplus Adapter for Salesforce: February 19, 2024

Resolved Issues

• Gplus Adapter for Salesforce no longer displays a misleading error message when editing an email. (WWE-4524)

Agent Workspace: February 06, 2024

Resolved Issues

• Agent Workspace now plays ringtone when the application is not in focus or the window is minimized for the first time. (WWE-4164)

• For Private Edition, Agent Workspace now avoids logout requests per media by setting logout.remove-media.enable and outbound.remove-media-on-exit.enable options to false. (WWE-4172)
  Limited to: Private Edition

• Ringtone handling has been improved in Agent Workspace. Previously, if an agent received several ringing interactions simultaneously, a specific ring tone was played indefinitely. (WWE-3947)

• Agent Workspace now supports Callback in a multi-region environment. Contact your Genesys Representative to enable this feature.

  For Private Edition, to enable this feature, set the value of the service.callback.authorization option to ccid in the workspace-service section. (GAPI-37892)

Gplus Adapter for Salesforce: January 16, 2024

What's New

• Third-party dependency updates to maintain security and reliability.
  

Agent Workspace: October 19, 2023

What's New

• Agent Workspace now prevents agents from seeing chat interactions that is already been handled by another browser instance. In this scenario, when the toast is accepted on the second instance, a notification "Unable to perform this request. The interaction has already been accepted in another session." is displayed. (WWE-3714)

Resolved Issues

• Agent Workspace now allows you to select dates in Callback using the date picker. Previously, only manual editing of dates was possible. (WWE-3674)

• Agent Workspace now displays chat transcripts and allows to send messages for active chat interactions opened from history (requires permissions). Previously in such scenarios, agents were faced with chat interactions without transcription or message sending capabilities.

  For Private Edition, Agent Workspace now displays the chat transcript and allows to send messages for active chat interaction opened from history (requires permissions, set the option privilege.contact.can-open.chat.from-history to true). Previously in such scenarios, agents were faced with chat interactions without transcription or message sending capabilities. (WWE-3018)

Gplus Adapter for Salesforce: October 19, 2023

What's New

• Third-party dependency updates to maintain security and reliability.
  

Agent Workspace: September 14, 2023

Resolved Issues

• Agent Workspace now prevents presenting the chat interaction that was already handled by another browser instance. Previously, in such situation, the agent was faced to a chat interaction without any action button. (WWE-3616)

• When enabled, My Interaction Queues with all related filters will be correctly displayed in the tree view on the My Workbins tab even if the My Workbins and My Team Workbins views are disabled. Previously, in such configuration, the My Interaction Queues view was not displayed in the tree view on the My Workbins tab.

  For Private Edition, When you set the privilege.interaction-management.can-use option to true, My Interaction Queues with all related filters will be correctly displayed in the tree view on the My Workbins tab even if the My Workbins and My Team Workbins views are disabled by privilege.workbins.can-use and privilege.my-team-workbins.can-use options. Previously, in such configuration, the My Interaction Queues view was not displayed in the tree view on the My Workbins tab. (WWE-3394)

Gplus Adapter for Salesforce: September 14, 2023

Resolved Issues

• Gplus Adapter for Salesforce can now send the correct timestamps in chat transcripts to Salesforce. Previously, the date and time was same for all messages in the transcript. If you noticed this issue, please contact Genesys to enable the correction. (WWE-3606)

Agent Workspace: July 27, 2023

What's New

• Third-party dependency updates to maintain security and reliability.

For private edition

• The Helm Chart for Workspace Web Edition now supports Kubernetes 1.25. (WWE-3587)

Gplus Adapter for Salesforce: July 27, 2023

Resolved Issues

• Gplus Adapter for Salesforce now displays the content of the help. Previously, a blank help window was displayed.
   (WWE-3301)

Agent Workspace: June 14, 2023

Resolved Issues

• Agents can now see the ended consult calls that are not marked Done from a previous session or after a refresh. When this mode is configured and when the agent receives a regular call and marks it Done, Agent Workspace cancels the After Call Work state if configured too. Previously, in such configuration, calls that were not marked Done from a previous session or after a refresh, Agent Desktop did not display the consult calls blocking the mechanism to switch from After Call Work state to its former status when marked Done for subsequent calls.
  For Private Edition, set the voice.consultation.mark-done-on-release option to false to view the ended consult calls which are not marked Done from a previous session or after a refresh. When the agent receives a regular call now and marks it Done, Agent Workspace cancels the After Call Work state when the voice.cancel-after-call-work-on-done option is set to true. Previously, in such configuration, calls that were not marked Done from a previous session or after a refresh, Agent Desktop did not display the consult calls blocking the mechanism to switch from After Call Work state to its former status when marked Done for subsequent calls. (WWE-3264)

• Phone number is now formatted to remove unsupported characters before it is matched with a Dial Plan rule. Please contact your Genesys representative to enable this behavior.

  For Private Edition, use the voice.dial-plan.format-number-before-match.enable option to format the phone number to remove unsupported characters before it is matched with a Dial Plan rule. (WWE-3240)

• Agent Workspace can now consider the ReplyToAddress field from the parent inbound email to populate the To address field of the outbound reply email. Contact your Genesys Representative to enable this functionality.

  For Private Edition, use the email.reply.use-reply-to-address option to enable to consider the ReplyToAddress field from the parent inbound email to populate the To address field of the outbound reply email. (WWE-3192)

• The emergency mode disabling Caller Id and most of all routing capabilities by the Dial Plan of Agent Workspace can now completely ignore all routing configurations to dial directly matching numbers. Contact your Genesys Representative to enable this behavior.

  For Private Edition, use the voice.dial-plan.emergency.ignore-routing.enable option Dial Plan rule of Agent Workspace to completely ignore all routing configurations to dial directly matching numbers. Previously, this parameter would ignore any routing points configurations but still considered targets and actions that were configured for routing. (WWE-3024)

• The predefined sounds which can be configured in different options are now preloaded when starting the Agent Workspace. This reduces the delay when a tone is played for the first time during the agent session. (WWE-3017)

• Agent Workspace now supports uploading attachments with .msg file extension for emails. Please contact your Genesys representative to enable this feature.

  For Private Edition, use the following options in the workspace-service section to configure the support for uploading attachments with .msg file extension for emails:

  • file-type.extension-definition.cfb - set the value of this option to doc,docx,ppt,pptx,xls,xlsx,msg
  • attachment.restrict-to-file-types - verify that msg is included in the list of allowed file extensions in this option (GAPI-37300)

Gplus Adapter for Salesforce: June 14, 2023

What's New

• Third-party dependency updates to maintain security and reliability.

Gplus Adapter for Salesforce: April 27, 2023

What's New

• Third-party dependency updates to maintain security and reliability.

Agent Workspace: April 27, 2023

What's New

• To reduce the latency when a large number of results have to be displayed in Team Communicator, lazy loading is now available in Team Communicator for all browsers. Previously, lazy loading was available only in Internet Explorer 11 and latency might appear when a large number of results have to be displayed in Team Communicator with other browsers. Contact your Genesys Representative to enable this functionality.
  For Private Edition, use the new option, teamcommunicator.enable-lazy-loading.enabled-browsers, to configure the list of browsers for which lazy loading in Team Communicator is enabled.

  • Default Value: IE11
  • Valid Values: Comma-separated list of browser names from the following list: IE11, Chrome, Firefox, Edge
  • Dependencies: teamcommunicator.enable-lazy-loading (WWE-2762)

• Agent Workspace now allows users to configure the values of the Interaction state filter drop-down appearing in Advanced Search on the My History, Contact History, and Interaction Search pages. Contact your Genesys Representative to enable this functionality. 
  For Private Edition, use the following options to configure the values of the Interaction state filter drop-down:

  • contact.myhistory-advanced-search-state-filter
  • contact.history-advanced-search-state-filter
  • contact.all-interactions-advanced-search-state-filter (WWE-237)

Resolved Issues

• Improvements in the Voice Channel status enable Agent Workspace to perform the SmartFailover recovery in a better way. Previously, under certain circumstances, the SmartFailover recovery was performed incorrectly. (WWE-2945)

• In Agent Workspace, the WebRTC agents can now stop the related streams when the call is ended. Previously, in some situations, the microphone could stay active. (WWE-2689)

• The following localization specific issues are resolved now:

  • The display name of the workitem media is now correctly localized as other media. Previously, the Display Name property of the corresponding Business Attribute was used.
  • The display name of the chat media is now correctly translated in Canadian (fr-ca). It is now clavardage instead of "clavard.". Previously, it was truncated to 8 characters.
  • The translation of My Interaction Queues is updated in both French (fr-fr) and Canadian (fr-ca) languages. It is now Mes files d'attente d'interactions instead of Mes files d'attente interactions. (WWE-2686)

Gplus Adapter for Salesforce: March 21, 2023

What's New

• Includes third-party dependency updates to maintain security and reliability.

Resolved Issues

• Gplus Adapter now avoids duplicated events in the Agent Workspace Service Client API (SCAPI) and Gplus Adapter SCAPI when used in different integrated iframes from Salesforce.
   (WWE-2627)

Agent Workspace: March 21, 2023

What's New

• Agent Workspace now allows you to extend the duration for which the native toasts are displayed on the Chrome and Edge browsers. This allows agents to act on the toasts when Agent Workspace was not in focus for a certain duration. Contact your Genesys Representative to enable this functionality.
  For Private Edition, to enable this feature, use the following options:

  • interaction.native-toast.extend-timeout - to extend the timeout duration of native toasts for all media types.
  • interaction.native-toast..extend-timeout - to override the configuration per media. (WWE-2386)

Resolved Issues

• Agent Workspace now avoids the auto mark done for Consultation calls. Contact your Genesys Representative to enable this functionality.
  For Private Edition, to enable this feature, set the value of the voice.consultation.mark-done-on-release option to false. (WWE-2665)

• Agent Workspace now avoids duplicating messages in the Genesys Digital Channels interactions. Previously, some messages could be duplicated in case of connection issues in backend. (WWE-2608)

• For the Interaction Queue view, a manual refresh isn’t considered now if the previous refresh was done in less than 5 seconds. (WWE-2584)

• For the Contact Center Statistics tab, a manual refresh isn’t considered now if the previous refresh was done in less than 5 seconds. (WWE-2583)

• In Agent Workspace, the WebRTC agents can now correctly retrieve a call in a ringing state. Previously, when the WebRTC agent tries to retrieve a call in a ringing state, the music in queue or ringback tone was not heard by the agent. (WWE-2395)

• The Processed by field is now set to Unknown User in History or Interaction Search when the related agent has been deleted. Previously, the Processed by field was empty in the same scenario. (WWE-2346)

• A Chat consultation received by an agent is now stopped if the main Chat interaction from which the consultation originated was placed in a queue or workbin. Previously, in such a situation, the Chat consultation was not stopped which affected the target agent capacity to receive a new chat. (GAPI-36932)

• Agent Workspace now performs the SmartFailover recovery when the Voice Channel connectivity is lost. Previously, under certain circumstances, the SmartFailover recovery was not performed. (GAPI-36408)

For private edition

• Agent Workspace now fixes a Cross Site Scripting (XSS) issue with the tooltip of custom entries in the Side Bar Region. (WWE-2599)

• Agent Workspace now prevents users configured with the PSTN device from performing answer or auto-answer call operations. To enable this feature, set the value of the voice.answer.is-disabled-for-sip-pstn option to true. (WWE-2598)

• Configuration of Dial Plan has been improved so that you can reject a call without generating a dial operation. The specification of the Dial Plan rules have been improved by supporting the reject parameter. (WWE-2456)

Agent Workspace: February 02, 2023

What's New

• Agent Workspace now prevents users configured with the PSTN device from performing answer or auto-answer call operations. To enable this feature, contact your Genesys Representative. Previously, if a user with the PSTN device answered or auto-answered a call from Agent Workspace, a warning message was displayed. (WWE-2126)

• Agent Workspace now supports all Call Results from Outbound Contact Server (OCS). For a complete list of Call Results, see the https://docs.genesys.com/Documentation/OU/8.1.5/Ref/DefinedConstants#Call_Results">https://docs.genesys.com/Documentation/OU/8.1.5/Ref/DefinedConstants#Call_Results">Outbound Contact documentation.

  For Private Edition, use the outbound.call-result-values option to configure Call Results. (WWE-2018)

• Agent Workspace can now display the new Digital Channels user interface in the tooltip for the contact name part of the Chat Interaction toolbar. Contact your Genesys Representative to enable this feature.

  For Private Edition, use the chat-nexus.interaction-bar.tooltip-enabled option in the Agent or Agent Group Annex to enable this feature. Contact your Genesys Representative to get more details about this option. (WWE-1768)

Resolved Issues

• In Agent Workspace, WebRTC agents can now correctly retrieve a call in a ringing state. Previously, when the WebRTC agent tries to retrieve a call in a ringing state, the music in queue or ringback tone was not heard by the agent. (WWE-2395)

• The End call button is now enabled when a call is placed back to the agent whose previous call wasn’t marked as Done. Previously, in such scenarios, the End Call button was disabled. (WWE-2247)

• Agent Workspace now correctly displays the segmentation color in interaction toast even if there is no specified Toast Data. You can set the color for the toast, the interaction appearing in the interaction toolbar, and in the Case information. Contact your Genesys Representative to define the segmentation color.

  For Private Edition, the segmentation color is now displayed correctly in the top border of toasts as specified in the interaction.case-data.frame-color option even if the toast.case-data.format-business-attribute option is targeting a non-existing business attribute object or an existing business attribute object with no values. (WWE-2214)

• For an Outbound Campaign call, the disposition is now correctly saved in the outbound record when it is dialed again using the Party Action menu. (WWE-2155)

Gplus Adapter for Salesforce: February 02, 2023

What's New

• Gplus Adapter now associates a newly created Salesforce record with an existing Salesforce record. To enable this feature, configure the Associate New Salesforce Record to Existing Record option in Agent Setup. (WWE-35)
  More info:

  #mintydocs_link must be called from a MintyDocs-enabled page (RN/GplusAdapter for Salesforce/100.0.003.0235).

• Gplus Adapter now supports the Outbound and Messenger namespaces in the Genesys Service Client API. These namespaces are now part of the gplus-service-client-api-universal.js file. (WWE-282)

Agent Workspace: November 30, 2022

What's New

• In SIP environments that use PSTN devices, the following options are no longer available to enforce call answering through PSTN devices instead of Agent Workspace.

  • Option for auto answer (voice.auto-answer)
  • Option to display the Answer button (privilege.voice.can-answer-call) (WWE-2126)

Resolved Issues

• In Agent Workspace, WebRTC agents can now correctly retrieve a call in a ringing state. Previously, when the WebRTC agent tries to retrieve a call in a ringing state, the music in queue or ringback tone was not heard by the agent. (WWE-2395)

• The End call button is now enabled when a call is placed back to the agent whose previous call wasn’t marked as Done. Previously, in such scenarios, the End Call button was disabled. (WWE-2247)

• For an Outbound Campaign call, the disposition is now correctly saved in the outbound record when it is dialed again using the Party Action menu. (WWE-2155)

Gplus Adapter for Salesforce: November 03, 2022

What's New

• Gplus Adapter now supports multiple instances in Agent Workspace SCAPI and Gplus Adapter SCAPI. (WWE-1563)

• Gplus Adapter can display notifications when Screen Pop events are successful or unsuccessful. This feature is enabled by configuring the salesforce.debug-notifications option in the crm-adapter section in either the Agent Annex or the Agent Group Annex in Agent Setup. (WWE-149)
  More info:

• Gplus Adapter can now automatically display a Salesforce Activity Log or Task when it is created. This feature is enabled by configuring the salesforce.activity-log.display-on-creation option in the crm-adapter section in either the Agent Annex or the Agent Group Annex in Agent Setup. (WWE-37)
  More info: and

Deprecations

• Internet Explorer v11 is no longer a supported browser for Gplus Adapter for Salesforce as it is officially retired on June 15 2022. Genesys recommends switching to the latest version of Google Chrome, Microsoft Edge or Mozilla Firefox. Agents using Internet Explorer v11 are alerted by a warning message that their browser is no longer supported. Depending on Gplus Adapter provisioning, agents may also be alerted during the login phase. (WWE-1115)

Agent Workspace: November 03, 2022

Resolved Issues

• When an outbound record is rescheduled on a new number, the callback is now correctly received on this new number. Previously, under certain conditions, the callback was received on the initial number from the outbound record. (WWE-1748)

• Agent Workspace now correctly provides the information about the InteractionState in UserData in the Workbins view. Previously, this information was not available. (GAPI-36077)

• With the Push Preview mode, Agents can now reschedule an outbound campaign callback on a new phone number. Previously, this action caused a Reschedule on new number failed. error. (GAPI-35804)

For private edition

• Workspace Web Edition now supports compatibility mode to read options from the Cloud cluster with the same algorithm that reads the options in Workspace Desktop Edition. (WWE-54)

• Beginning with the release 100.0.000.50, the default values for the following helm chart override parameters in the Workspace Web Edition containers are modified.

  • wwe.image.repository = wwe
  • wwe.image.name = ui (WWE-2211)
    More info:

Agent Workspace: September 27, 2022

What's New

• Agent Workspace can now control which attached data keys are excluded during the creation of an inline forwarded email. The default excluded attached data keys (ContactId, EmailAddress, FirstName, LastName, PhoneNumber, toAddresses) can be removed from exclusion and custom attached data keys can be added. Previously, it was not possible to change this list of excluded attached data keys. Please contact Genesys to adjust this behavior. For Private Edition, use the email.inline-forward.exclude-case-data-keys option to configure this behavior. (WWE-1715)
  More info: https://docs.genesys.com/Options:Genesys_Web_Services:interaction-workspace:email-inline-forward-exclude-case-data-keys">https://docs.genesys.com/Options:Genesys_Web_Services:interaction-workspace:email-inline-forward-exclude-case-data-keys">email.inline-forward.exclude-case-data-keys

• To better handle inline images from standard responses used as a signature, Agent Workspace now embeds the images in an email interaction by default. Restrictions configured for image size and file type for attachments are also applied to images from standard responses used as a signature.

  For Private Edition, the email.signature.process-embedded-images.enable option is no longer supported. (WWE-1549)

• For environments using Genesys Softphone, agents who are on a consultation call can now mute and unmute the consultation call when the main call is released. These operations are available from the consultation toolbar. (WWE-766)

• Support for Google Agent Assist for Chat interactions. Please contact Genesys to enable this feature. (WWE-126)
  More info:

• Agent Workspace now supports rich messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions. Please contact Genesys to enable this behavior.

  For Private Edition, use the privilege.chat-nexus.can-use-contact-history-detail option in the Agent or Agent Group Annex to enable this feature. (WWE-56)
  More info:

Resolved Issues

• Agent Workspace now correctly displays the number of pending interactions in the Workbins tree when only one workbin is configured. Previously with this configuration, the number of interactions displayed was replaced by ‘(-)' for Personal Workbins in the My Workbins view, and ‘(0)’ in the My Team Workbins view. In some scenarios, the number of pending interactions was displayed when a filter was applied in the Quick Search field of the Workbins tree if the agent selected a Workbin. (WWE-1749)

• Agent Workspace now supports unlimited ringing time for ringtones for agent accounts that are configured for auto-answer after a timeout duration. Unlimited ringing time is configured by setting the value of the ringtone duration to -1. Previously in this scenario, when the interaction notification was displayed, the ringtone did not always play.

  For Private Edition, unlimited ringing time is configured by setting the ringtone duration to -1 using .ringing-bell option. The auto-answer timeout duration is configured by setting the value of the .auto-answer.timer option. (WWE-1665)
  More info: https://docs.genesys.com/Options:Genesys_Web_Services:interaction-workspace:-media-type-zringing-bell">https://docs.genesys.com/Options:Genesys_Web_Services:interaction-workspace:-media-type-zringing-bell">.ringing-bell and https://docs.genesys.com/Options:Genesys_Web_Services:interaction-workspace:-media-type-zauto-answer-timer">https://docs.genesys.com/Options:Genesys_Web_Services:interaction-workspace:-media-type-zauto-answer-timer">.auto-answer.timer

• In the Print Preview view, after an agent opens an email interaction from the a workbin, Agent Workspace now correctly displays the date and time that an inbound email interaction was received. Previously, the displayed date and time was related to the time the email was opened from the workbin instead of when it was received. (WWE-1612)

• If the list of Corporate Favorites is overridden by a strategy, the Corporate Favorites are now correctly displayed to the agent when the agent clicks Consult, Transfer, or Conference. Previously, the Corporate Favorites coming from the override list were missing if they had the same display name, type, and id (or number) combination as a Corporate Favorite coming from the default list. (WWE-1609)

• Agent Workspace can now save changes made by agents to drop-down fields in the Case Data view as soon as the value is changed. Previously, the change in value was saved only when the field lost focus, such as when an agent clicked elsewhere on the screen. Please contact Genesys to enable this behavior. (WWE-1602)

• In the History and Interaction Search views, Agent Workspace now correctly performs advanced searches based on a date field in the following scenario:

  1. An agent performs a search with a date attribute.
  2. An agent performs a second search using a different date attribute.

  Previously in this scenario, the specified date was not considered in the second search. (WWE-1505)

• Agent Workspace now correctly handles attachments for completed email interactions forwarded from the My History or Interactions Search views. Previously, in this scenario, attachments were missing from the forwarded email interactions. (WWE-1503)

• Web applications associated to the interaction view in EXTERNAL, HIDDEN, or BACKGROUND mode are no longer incorrectly refreshed by unrelated attached data. Previously, in the following scenario, a web application that was configured to be updated by attached data was incorrectly updated by unrelated attached data:

  1. Agent Workspace was configured to display a web application in the interaction view.
  2. The web application is configured to use a URL based on reference attached data.
  3. The web application is configured to react in some way when the attached data was updated.
  4. The reference attached data is set or updated either by the agent or as part of the interaction with non-ASCII characters that get encoded by Agent Workspace.
  5. Non-reference attached data is updated.

  For Private Edition, previously, in the following scenario, a web application that was configured to be updated by attached data was incorrectly updated by unrelated attached data:

  1. Agent Workspace was configured to display a web application in the interaction view.
  2. The web application is configured to use a URL based on reference attached data.
  3. The web application is configured to react in some way when the attached data was updated (that is, the value of the attached-data-update-handle-mode option is set to 1 or 2).
  4. The reference attached data is set or updated either by the agent or as part of the interaction with non-ASCII characters that get encoded by Agent Workspace.
  5. Non-reference attached data is updated. (WWE-1342)

Deprecations

• Internet Explorer v11 is no longer a supported browser for Agent Workspace as it is officially retired on June 15 2022. Genesys recommends switching to the latest version of Google Chrome, Microsoft Edge or Mozilla Firefox. Agents using Internet Explorer v11 are alerted by a warning message that their browser is no longer supported. Depending on Agent Workspace provisioning, agents may also be alerted during the login phase. (WWE-1115)

For private edition

• The following Case Data date field options now also support the same configuration values as the corresponding options in Workspace Desktop Edition:

  • date.time-format
  • date.time-display-format (WWE-1540)
    More info: https://docs.genesys.com/Documentation/HTCC/9.0.0/IWWDep/CustomerCase">https://docs.genesys.com/Documentation/HTCC/9.0.0/IWWDep/CustomerCase">Customer Case

Agent Workspace: August 31, 2022

Resolved Issues

• Agent Workspace now supports a scrollbar in the Voicemail area to enable agents to access all voicemail boxes. Previously, if there were a large number of voicemail boxes, some were not displayed. (WWE-1392)

• An attached data value of type ENUM is now correctly removed from the Case Information drop-down list in the following scenario: The value of the attached data is not configured to be in the list of selectable values, and an agent selects a value from the list other than the attached data value. Previously, the attached data value was added to the list when the agent opened the list and then the value was not removed from the list after the agent selected one of the configured values. (WWE-1333)

• In the Contact Directory search results, contact attribute values are no longer removed from the display when an agent selects a contact. Previously, in some environments where the search result columns displayed and contact attributes displayed had different value, search results could be removed from the Search Results view if an agent selected a result. (WWE-1288)

For private edition

• In the Contact Directory search results, contact attribute values are no longer removed from the display when an agent selects a contact. Previously, if the values of the contact.directory-displayed-columns and contact-displayed-attributes options had different custom attributes, results were removed from the Search Results view if an agent selected a result. (WWE-1288)

• Agent Workspace supports deployments on Azure Kubernetes Service (AKS) in Genesys Multicloud CX private edition. (CPE-3795)

Gplus Adapter for Salesforce: August 23, 2022

What's New

• For troubleshooting purposes, Gplus Adapter writes messages regarding Screen Pop events to the browser log. (WWE-148)
  More info:

Gplus Adapter for Salesforce: July 28, 2022

What's New

• This release includes third-party dependency updates to maintain security and reliability.

Agent Workspace: July 28, 2022

What's New

• The name of the product has been changed from Agent Desktop to Agent Workspace in the Genesys Multicloud documentation.

  • For all agents and supervisors, the product is now referred to as Agent Workspace in agent facing content, including the Help panel in the application.
  • For Cloud and Private Edition administrators, the product is now referred to as Workspace Web Edition and simplified to Workspace in administrator facing content.
  • Workspace Web Edition, Gplus Adapter for Salesforce, and the forthcoming App Studio are now all considered applications within the Agent Workspace product group.
  • The short form WWE is now used to represent Workspace Web Edition in some document titles to prevent long titles appearing in sidebars and tables of contents.
  • In the Genesys Portal Hub, the tile named Agent Desktop is updated to Agent Workspace for all customers on Azure and all new customers on AWS. (GAPI-34029)

Resolved Issues

• Agent Workspace now supports localization for Google Agent Assist for Voice interactions. The transcript and Agent Assist tab are displayed in the language of the locale of the workstation. (WWE-1119)

• The ending of chat interactions has been improved. Previously in some scenarios, error messages were displayed when a chat interaction ended. The error messages did not impact the mark as Done step. (GAPI-35323)

• In a Smart Failover scenario triggered by a Voice Channel outage, if an agent refreshes their browser before moving to the recovery site location, Agent Workspace now correctly re-initiates the Smart Failover procedure. Previously in this scenario, the Smart Failover was not re-initiated. (GAPI-35303)

• If two resources have the same name, but belong to different groups, such as different Agent Groups or different Queue Groups, the Contact Center Statistics tab now correctly displays separate rows for each resource and correctly displays the statistics for each resource. Previously in this scenario, the Contact Center Statistics tab displayed two rows, but only one of the two rows included statistics. (GAPI-35194)

• When a strategy sets the value of an attached data field in the Case Information area, but the attached data value is not available from the field drop-down list, if the agent attempts to edit the field, then cancels the edit, the initial attached data value can now be restored to the field. Previously in this scenario, the initial attached data value was replaced by an empty value. (GAPI-35035)

• The Print Preview view now supports strategy overrides of the value of the Case Data format Business Attribute option in Agent Setup.

  For Private Edition: The Print Preview view now supports strategy overrides of the value of the interaction.case-data.format-business-attribute option. (GAPI-35015)
  More info:

• For Outbound campaigns running in agent-less modes, such as Power IVR or SMS/Email campaigns, agent logout requests are no longer negotiated with the campaign. Previously, logout requests to campaigns running in Power mode failed, preventing agents from logging out of Agent Workspace. (GAPI-34928)

• The wording of dialog boxes and system notifications related to Smart Failover functionality has been improved. Agent Workspace now provides more details on what is happening and what agents should do and expect during a Smart Failover scenario. Previously, some messages did not provide enough information for agents, resulting in some agents not taking the correct actions.
   (GAPI-34832)

• Agents no longer have to refresh the Agent Workspace browser page to see Teams targets that they have assigned as Favorites. (GAPI-34458)

Agent Workspace: June 28, 2022

What's New

• Agent Workspace can now send attachments with the JPEG file extension. Please contact Genesys to enable this feature. (GAPI-34175)

• Agent Workspace now displays the transcript of Twitter public and Facebook public media types in the History views. Please contact Genesys to enable this feature. (GAPI-33886)
  More info:

• Agent Workspace now supports Google Agent Assist for Voice interactions. Please contact Genesys to enable this feature. (GAPI-32940)
  More info:

• Agent Workspace now supports TEAMS Integration. TEAMS integration enables the following features:

  • Azure Active Directory SSO login.
  • Search for MSFT TEAMS users by using Team Communicator leveraging Contact Directory sync.
  • View presence information for MSFT TEAMs users.
  • Transfer and conference calls to MSFT TEAMS users.
  • Make internal calls to other MSFT TEAMS users.

  Please contact Genesys to enable this feature. (GAPI-29576)
  More info:
  Limited to: Genesys CX on Azure

• Agent Workspace now enables agents to schedule for contacts a callback with a preferred date and time. Please contact Genesys to enable this feature. (GAPI-14324)
  More info:

Resolved Issues

• For environments where auto mark Done is enabled, Agent Workspace now correctly handles auto mark Done when a call is released immediately after it is answered. Previously, the related interaction remained in the In Progress state in the History. (GAPI-34843)

• When a strategy sets the value of an attached data field in the Case Information area, but the attached data value is not available from the field drop-down list, if the agent attempts to edit the field, then cancels the edit, the initial attached data value can now be restored to the field. Previously in this scenario, the initial attached data value was replaced by an empty value. Please contact Genesys to enable this behavior. (GAPI-34833)

• Agent Workspace now correctly handles Favorites for Agents, Agent Groups, Interaction Queues, Routing Points, and Skills. Previously in some scenarios, some Favorites with special characters in their names were not displayed. (GAPI-34826)

• To better handle inline images from standard responses used as a signature, Agent Workspace can now embed the images in an email interaction. This enables Agent Workspace to restrict image size and file type similar to how attachments are handled. Previously, images in signatures might not have been included for some email clients receiving the email. Please contact Genesys to enable this behavior.

  Also, embedded images from an external resource inserted into an email from an email signature standard response are now displayed to agents. Previously, embedded images from external resources were considered untrusted and were not displayed to agents. (GAPI-34016)

Known Issues

• During conference calls, Agent Workspace does not correctly display the parties in the Agent Assist transcript. Internal and external parties are displayed on the incorrect sides of the transcript. (WWE-241)

• For a two-step transfer of a call with a contact from one agent using Agent Assist to another, the Google Agent Assist Conversation Profile is currently the same for both the transferring and receiving agents. Note, the Conversation Profile cannot be overridden. (GAPI-34785)

• Agents must refresh the Agent Workspace browser page to see Teams targets that they have assigned as Favorites. (GAPI-34458)

• Agent Workspace currently does not support localization for Google Agent Assist for Voice interactions. The transcript and Agent Assist tab are displayed in English only, even if the agent is using another language for Agent Workspace. (GAPI-32942)

• When a supervisor coaches a call with an agent using Google Agent Assist, the transcript currently displays the supervisor’s coaching messages as if they are coming from another contact or external party. (WWE-720)

• Agent Assist stops providing the call transcript and suggested FAQs if an agent stops and then restarts call recording. (WWE-1469)

For private edition

• As of July 13, 2022, Agent Workspace is Generally Available for deployment in Genesys Multicloud CX private edition on the officially supported by Genesys.

• For environments where the value of the voice.mark-done-on-release option is set to true, Workspace Web Edition now correctly handles auto mark Done when a call is released immediately after it is answered. Previously, the related interaction remained in the In Progress state in the History. (GAPI-34843)

• Workspace Web Edition can now send attachments with the JPEG file extension. To configure this feature, set the value of the file-type.extension-definition.jpg option to jpg,jpeg and ensure that jpeg is included in the list of allowed file extensions in the attachment.restrict-to-file-types option, both in the workspace-service section. (GAPI-34175)

• To better handle inline images from standard responses used as a signature, Workspace Web Edition can now embed the images in an email interaction. This enables Agent Workspace to restrict image size and file type similar to how attachments are handled. Previously, images in signatures might not have been included for some email clients receiving the email. Use the email.signature.process-embedded-images.enable option to configure this behavior.

  Workspace Web Edition can now include attachments from a signature. Use the email.signature.attachments.enable option to enable this feature. Also, embedded images from an external resource inserted into an email from an email signature standard response, defined by the email.signature option, are now displayed to agents. Previously, embedded images from external resources were considered untrusted and were not displayed to agents. (GAPI-34016)

• Workspace Web Edition now displays the transcript of Twitter Public and Facebook Public media types in the History views. Use the openmedia.chat-history-channels option in the workspace-service section to configure this feature. (GAPI-33886)

• Workspace Web Edition now enables agents to schedule for contacts a callback with a preferred date and time. Agents can also specify whether the callback is automated or preview. This feature can be enabled by granting the privilege.callback.can-use privilege. Use the following options to configure this feature:

  • callback.callback-types-business-attribute
  • callback.timezone-aliases
  • callback.default-date.is-automatically-selected
  • callback.time-slot.field-type (GAPI-14324)

Gplus Adapter for Salesforce: June 28, 2022

What's New

• Gplus Adapter can now screen pop different object types for Digital interactions. This feature is configured by the Screen Pop object type option in Agent Setup. (GAPI-31282)
  More info: and

Gplus Adapter for Salesforce: May 24, 2022

What's New

• Gplus Adapter can execute Salesforce Apex initiated by specific Genesys Digital Channels interaction events. Configure this feature by using the Run Salesforce Apex on Interaction Events option in Agent Setup. (GAPI-32799)
  More info: ,

• Gplus Adapter supports environments with Reverse Proxy configuration. (GAPI-32652)

• Gplus Adapter now supports the creation of a new Salesforce record on screen pop for the Chat, Email, and Workitem (Open Media) channels. (GAPI-32285)

Agent Workspace: May 23, 2022

What's New

• Agent Workspace enables you to control the treatment applied to URLs of embedded Web Applications. The possible treatments are:

  • Encoding
  • Encoding if no encoding is detected. Workspace searches the URL for a percent (‘%’) character followed by hexadecimal values (for example, '%23')
  • No encoding
  Agent Workspace encodes the URL using the EncodeURI javascript function. This function excludes specific characters from being encoded. Refer to the https://developer.mozilla.org/en-US/docs/Web/JavaScript/Reference/Global_Objects/encodeURI">https://developer.mozilla.org/en-US/docs/Web/JavaScript/Reference/Global_Objects/encodeURI">EncodeURI documentation for information. The treatment can be applied by UI level (interaction and Workspace) and by mode (INTERNAL, HIDDEN, BACKGROUND, and EXTERNAL). Please contact Genesys to enable this feature. (GAPI-34104)

• Agent Workspace now supports optional validation of editable fields in the interaction Case Information view. A related regular expression can be applied to handle the validation with an optional instruction message displayed to the agent. For a date and time field, the storage and display format can be specified. Please contact Genesys to enable this feature. (GAPI-33464)

• In the Related tab of the email interaction view for environments using Advanced Email, agents can now mark as Done all selected email interactions that have the same disposition code. (GAPI-30132)

Resolved Issues

• Agent Workspace now displays correctly when the Statistics Gadget is enabled for an agent, a statistic is defined for the Statistics Gadget, and a measurement unit is defined for the statistic. Previously in this scenario, the application was unusable. (GAPI-34408)

• The Extend After Call Work time indefinitely message no longer unexpectedly blinks on and off in the following scenario:

  1. The Can Extend After Call Work setting is granted.
  2. The Cancel ACW on Change and My Channels Pending State settings are enabled.
  3. During a call with a contact, an agent cancels the After Call Work state and then immediately selects the Ready or Not Ready state. (GAPI-33854)

• The Interaction Queue view now correctly displays the complete list of interactions when an agent performs an action such as sort, search, or refresh. Previously, if an interaction was marked as Done, deleted, or had Case Information edited, no interactions were displayed. (GAPI-33818)

• During a Smart Failover situation in which Agent Workspace switches to a different region, voice channel status is maintained on the new region in all cases. Previously in this scenario, options forcing the Ready state or the Not Ready state with reason for the login were also applied. This fix modifies the default behavior of Agent Workspace and corrects the failover behavior. (GAPI-32954)

Agent Workspace: April 07, 2022

Resolved Issues

• Interactions that have been marked as Done or deleted using one of the interaction management views are no longer displayed in the interaction management view after an agent refreshes their browser. (GAPI-33818)

Agent Workspace: March 22, 2022

What's New

• To be complaint with WCAG 2.1 level AA, the contrast ratio of the placeholder text in the Search fields is improved. (GAPI-33291)

• For environments using browser-based WebRTC, agents who are on a consultation call can now mute and unmute the consultation call when the main call is released. These operations are available from the Consultation toolbar. (GAPI-32949)

• If the contact name is available in the SIP header and is not present in the Contact Directory, the Interaction notification and Team Communicator Recents list now displays the contact name and the number of missed calls from the contact. Please contact Genesys to enable this feature. (GAPI-32268)

• When displaying interactions in the Details tab of the History view, Workspace now only sends requests for attachments to UCS for the Email channel. Currently, attachment display in the Details tab is supported only for Email interactions. (GAPI-30936)

• Update: Agent Workspace now supports CX Contact labels for user-defined fields. (GAPI-31259)

Resolved Issues

• When the Pending State feature is configured, the After Call Work (ACW) duration displayed in the My Channels tab and the Global State tooltip now correctly starts from 00:00 when the call is released. Previously, if an agent set the Voice channel to ACW while the call was active, the ACW duration displayed when the call was released was, in some situations, reported as started when the agent made the manual state change. (GAPI-33561)

• Changing the phone type from WebRTC to Generic in Agent Setup no longer prevents agents from logging in to Agent Workspace (GAPI-33258)

• Workspace now correctly handles URLs set in an application running in an iframe in INTERNAL and BACKGROUND modes. Previously, Workspace tried to encode URLs that were already encoded.

  Important

  This change might break existing integrations depending on how the custom URL is currently formatted and how the Web server handles it.

  UPDATE: Workspace now also encodes URLs associated with the Customer Location option (refer to ), if Workspace determines that the URL defined by this option contains no encoded content. Workspace scans the URL to find a percent ‘%’ character followed by hexadecimal values (for example, '%23'). If no encoded content is found, Workspace encodes the URL using the EncodeURI javascript function. This function excludes specific characters from encoding processing. Refer to the https://developer.mozilla.org/en-US/docs/Web/JavaScript/Reference/Global_Objects/encodeURI">https://developer.mozilla.org/en-US/docs/Web/JavaScript/Reference/Global_Objects/encodeURI">EncodeURI documentation for information.

  Previously, Workspace systematically encoded URLs, even if they already contained encoded characters.

  Warning

  Characters not escaped by the EncodeURI function could corrupt the final URL requested by Workspace. The following example includes a URL containing the hash '#' character as a value of a query parameter. In this scenario, the request URL sent to the Web server is truncated. To prevent the truncation of the requested URL sent to the Web server, replace the hash character with '%23’:

  • Instead of this: https://my-application.com?url=https://my-app.com/page.aspx#session&interactionid=xxxx,
  • Use this: https://my-application.com?url=https://my-app.com/page.aspx%23session&interactionid=xxxx

  Previously, due to the double encoding, the case with the hash ‘#’ character wasn’t supported by Workspace. (GAPI-32533)

Gplus Adapter for Salesforce: March 22, 2022

What's New

• Gplus Adapter supports the use of SCAPI during undock and dock operations. (GAPI-32097)

• Gplus Adapter supports the Salesforce Winter '22 release. (GAPI-32056)

• Gplus Adapter can now enable and disable Salesforce click-to-dial. To configure this feature, use the Click to Dial option in Agent Setup. (GAPI-30469)
  More info:

• A new icon and text are introduced for when the Gplus Adapter agent is in the logged out state to improve visibility of the agent status. (GAPI-29509)
  More info:

• Gplus Adapter creates a Salesforce activity log on screen pop for Chat, Email, and Workitems. This feature is configured by Activity Log on Screen Pop in Agent Setup. (GAPI-28692)
  More info:

• For troubleshooting purposes, Gplus Adapter writes the list of all agent level crm-adapter option settings to the browser log. (GAPI-28689)
  More info:

Resolved Issues

• A caching issue preventing some agents from logging in to Gplus Adapter after upgrading to a newer version of Gplus Adapter has been fixed. (GAPI-31453)

Agent Workspace: March 21, 2022

For private edition

• The Extend After Call Work time indefinitely message no longer unexpectedly blinks on and off in the following scenario:

  • The privilege.voice.can-extend-after-call-work is granted.
  • The voice.cancel-after-call-work-on-business-call and privilege.mychannels.pending-state.can-use options are enabled.
  • During a call with a contact, an agent cancels the After Call Work state and then immediately selects the Ready or Not Ready state. (GAPI-33854)

• Feedback submitted by agents is now published in Telemetry Service. Use the following options to configure this feature:

  • system.telemetry.enable-metrics
  • system.telemetry.enable-traces
  • system.telemetry.enabled
  • system.telemetry.log-level
  • system.telemetry.monitor-interval
  • system.telemetry.service-url
  • expression.gws-url.capturing-groups- (GAPI-32604)

Agent Workspace: February 28, 2022

What's New

• To enable agents to understand the purpose of a table in Workspace, the screen-reader announcement of table names is improved. (GAPI-32590)

• To enable agents to understand the content of a dialog box in Workspace, the screen-reader announcement of titles and the logo for the About dialog is improved. (GAPI-32589)

• The Performance Tracker now supports the apostrophe character for statistics names. (GAPI-31802)

• Workspace now supports dialing a phone number from the body of an email interaction by clicking the phone number. (GAPI-31473)

• The system inactivity timeout notification feature is improved. (GAPI-30578)

• Workspace now enables you to specify whether the email subject is mandatory or optional before an agent sends an email. Please contact Genesys to enable this feature.

  For Private Edition: To enable this feature, use the email.mandatory-subject option. (GAPI-30465)

• 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. (GAPI-30096)

• Workspace now supports integration of web applications within the user interface. (GAPI-27107)

• Updated: Agent Workspace 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. (GAPI-17825)

Resolved Issues

• When an agent's workstation recovers from sleep mode, the Workspace WebRTC module now correctly reregisters the WebRTC session, moving the session from the Out Of Service state to the In Service state, and Workspace returns to full operability. Previously in this scenario, an agent had to refresh the Workspace browser tab. Contact Genesys to enable this feature. (GAPI-32844)

• To be complaint with WCAG 2.1 level AA, the contrast ratio of the search icon and the placeholder text in the Help panel is improved. (GAPI-32838)

• Agents can now reply to chat messages and emails. Previously, in some circumstances, agents had to clear their browser cache and log in to Workspace again to send replies. (GAPI-32800)

• Workspace now correctly handles URLs set in an application running in an iframe in INTERNAL and BACKGROUND modes. Previously, Workspace tried to encode URLs that were already encoded or ignored parts of URLs that were not encoded. Note: When you specify a URL in your application which contains another URL that includes the hash ‘#' character, replace the hash with '%23’, otherwise the generated URL is truncated. (GAPI-32533)

• Workspace now correctly handles embedded images in inbound email interactions. Previously, depending on how Workspace was configured, embedded images were sometimes not displayed. (GAPI-32457)

• Outbound Preview and Push Preview Auto-dial interactions now correctly support strategy overrides. (GAPI-32344)

• For Outbound ASM campaigns, Workspace now displays the correct list of Disposition codes. When the call is connected, Workspace correctly applies strategy overrides. Previously, Workspace displayed both the default Disposition codes and the strategy overrides. (GAPI-32054)

• Azure only: Workspace now correctly retrieves and handles embedded images in the body of an email, including displaying a broken image icon if the required data is unavailable. Previously, in certain scenarios, Workspace could not retrieve a valid embedded image, and when Workspace was unable to retrieve an image, the broken image icon did not display. (GAPI-31877)

• Azure only: Workspace no longer sends blank outgoing email interactions. Previously, in certain scenarios, Workspace sent blank email interactions after a backend failure. (GAPI-31856)

• In environments where several Corporate Favorites, each with different sets of attached data, are configured for the same object, the correct set of attached data is now used when a favorite is accessed from the Recent view. Previously, Workspace applied the set of attached data from the first favorite found in the recents list with the same id. (GAPI-31764)

• Advanced Search drop-down menus now include a scroll bar to handle long lists of condition filters. (GAPI-31570)

• Workspace now handles browser crashes in cases where agents had Workspace open in multiple tabs. Previously in this scenario, agents had to clear the local browser storage before initiating a new Workspace session. (GAPI-31534)

• In the Interaction Search view, the Advanced Search condition selections are now correctly applied. Previously, when Interaction Text was used, it changed to First Name instead when the search was initiated. (GAPI-31513)

• Azure only: Login of Workspace with WebRTC is now improved. Previously in some scenarios, the DN could appear to be logged out and Workspace was not able to re-activate the channel within a new login. (GAPI-31104)

Agent Workspace: February 01, 2022

For private edition

• As part of Genesys , 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. (GAPI-30852)

• As part of Genesys , to enhance container security, Workspace Web Edition container images are now built on Red Hat Universal Base Image 8 (UBI8). (GAPI-28354)

Agent Workspace: November 04, 2021

What's New

• Agent Workspace 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. (GAPI-29531)
  More info: and

Resolved Issues

• When a Chat session includes a Chat conference, Agent Workspace no longer creates duplicates of the chat transcript in the interaction history. (GAPI-31381)

• For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Workspace now disables or delays the Not Ready state of the Voice channel in the event that the connection can be re-established quickly. (GAPI-31333)

• 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. (GAPI-30994)

• For environments that use Genesys Softphone in Connector Mode, Agent Workspace can now be configured to display a reason when a call is disconnected. Please contact Genesys to enable this feature. (GAPI-30945)

• 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. (GAPI-30796)

Agent Workspace: October 14, 2021

What's New

• For AWS and Azure: Agent Workspace 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. (GAPI-29530)
  More info: and

• Agent Workspace now supports browser notifications for system disconnection. (GAPI-29529)
  More info:

• For AWS and Azure: Agent Workspace 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 (GAPI-29528)
      More info: and and

• Agent Workspace 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. (GAPI-29527)
  More info:

• 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 Agent Workspace Chat interaction view, and the new Chat interaction view has been enhanced to improve agent experience. Please contact Genesys to enable this feature. (GAPI-21575)
  More info:

Resolved Issues

• Agent Workspace now correctly enables supervisors to simultaneously monitor multiple agents on the Chat channel. (GAPI-30698)

• Agents can now search for specific workbins, My Team workbins, and Interaction Queues in the My Workbins trees. (GAPI-30677)

• The buttons in custom pop up toasts from Service Client API now display the expected tooltip text. Previously, some additional accessibility information was also displayed. (GAPI-30500)

• 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 Workspace. Please contact Genesys to enable this feature. (GAPI-30482)

• The Interaction Search view has been improved to allow the display of custom attribute values that contain the pipe character ('|'). Previously in this scenario, table cells containing these custom attribute values were empty. (GAPI-30295)

• For AWS and Azure: Agent Workspace now supports copy and paste from webpages displayed in an iFrame in Agent Workspace that use the Clipboard API. Please contact Genesys to enable this feature. (GAPI-30166)

• Corporate Favorites now display correctly in Team Communicator in all cases. Previously, some Corporate Favorites were not displayed. (GAPI-30087)

• As of this release, the Resolved Issues from the https://all.docs.genesys.com/ReleaseNotes/Current/GenesysEngage-cloud/Agent_Desktop#Agent_Desktop-9.0.000.86">https://all.docs.genesys.com/ReleaseNotes/Current/GenesysEngage-cloud/Agent_Desktop#Agent_Desktop-9.0.000.86">Agent Workspace September 16, 2021 release are now also available for AWS.

For private edition

• 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. (GAPI-30482)

• 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 https://developer.mozilla.org/en-US/docs/Web/API/Clipboard">https://developer.mozilla.org/en-US/docs/Web/API/Clipboard">Clipboard API to read text from the clipboard, or to write text to the clipboard. (GAPI-30166)

• 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. (GAPI-30109)

• 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. (GAPI-29530)

• 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:

  • .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 (GAPI-29528)

• 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..is-auto-ready (GAPI-29527)

• The Communication tab for Digital Channels has been enhanced to improve agent experience. (GAPI-21575)

• Workspace Web Edition now supports ACD Queue as a transfer, conference, and consultation target in Team Communicator. (GAPI-28910)

• Team Communicator can now display presence statistics for ACD Queues. (GAPI-29626)

Agent Workspace: September 16, 2021

Resolved Issues

• The scroll bar in Team Communicator for the transfer, conference, and consultation functions no longer disappears when an agent scrolls up and down the list of suggestions. (GAPI-30312)

• Agent Workspace 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 Workspace and the disconnection occurs during this session.
  3. The agent opens a new tab to log in to Agent Workspace while the other tab is still open. (GAPI-30278)

• If a very short network disconnection occurs, Agent Workspace no longer displays notification messages to agents. Previously, Agent Workspace displayed both connection loss and connection back in service notifications every time a micro-disconnection occurred. (GAPI-30271)

• For Internet Explorer users, the Threaded view button no longer appears to be active in the My History view when Advanced Search is selected. Note: For all supported browsers, the Threaded view is not supported for Basic (Quick) or Advanced Search in the My History and Contact History views. (GAPI-29822)

• Manual column width adjustment of the My History, Interaction Search, and Contact History grid views has been improved. Previously, there were issues that prevented the column width from being manually adjusted. Now, the mouse can be used as expected to adjust column widths, and when the width of one column is adjusted manually, the other columns adjust automatically to compensate so that all columns always fit 100% of the space available. (GAPI-29800)

For private edition

• Workspace Web Edition now supports the use of arbitrary, or random, user IDs (UIDs) in OpenShift.

  • The securityContext settings exposed in the default values.yaml file specify the user and group IDs for the genesys user (500:500:500). You must override these Helm chart values if you want OpenShift to use arbitrary UIDs.
  • Workspace Web Edition is deployed using ServiceAccounts that use the restricted Security Context Constraint (SCC). In an earlier implementation, Genesys required you to deploy all private edition services using a ServiceAccount associated with the custom genesys-restricted SCC, to control permissions for the genesys user (500). Genesys now expects OpenShift to use arbitrary UIDs in your deployment, and the genesys-restricted SCC has been deprecated. If you previously deployed Workspace Web Edition using the genesys-restricted SCC, Genesys recommends that you redeploy Workspace Web Edition so that you use arbitrary UIDs. (GAPI-30120)
    More info:

• As of October 29, 2021, Agent Workspace supports deployments on Google Kubernetes Engine (GKE) in Genesys Multicloud CX private edition, as part of the Early Adopter Program. (CPE-1948)

Agent Workspace: August 19, 2021

What's New

• For deployments in Azure, Agent Workspace now supports voicemail notification. (GAPI-26251)
  More info:

• If an agent logs in with a high number of recovered calls attached to their place, Workspace now has a defense mechanism that enables agents to review and close the recovered calls. Previously in this scenario, Workspace sometimes failed to respond after an agent logged in. (GAPI-24105)
  More info:

Resolved Issues

• The timestamps in chat message notifications are now correctly recorded when the Workspace browser window is minimized or does not have the focus. (GAPI-29964)

• To improve user experience, the Quick (basic) Search in the My History, Contact History, and Interaction Search views is now limited to a maximum of 10 words. (GAPI-29608)
  More info:

• In environments with Screen Recording enabled, during a Smart Failover situation in which Workspace switches to a different region, agents can now correctly enter their credentials to authenticate on the new region. Previously in this scenario, another window, related to connection loss, blocked access to the authentication pane. (GAPI-29550)
  More info:

• In environments using Intelligent Workload Distribution and Engage cloud Email, actions on queues in the Workbin view, including move to queue, move to workbin, open email, and complete item now work as expected. (GAPI-29517)

• In environments where the Cancel ACW on Done feature is enabled, the interaction Call Result now updates correctly when an Outbound Campaign interaction is marked Done. (GAPI-29467)
  More info:

• The current agent status is now displayed in bold text in the Global Status menu and the Channel Status menu in the My Channels view. In these menus, the status with the focus is now displayed with a new background color and shade to distinguish it from other possible selections when the mouse pointer passes over them. (GAPI-28117)
  More info:

• Column header names in the My Agents view no longer overlap one another when the text is too long for the width of the column. Column headers now have a minimum width and if the text to be displayed in the column header is too long, it is truncated with an ellipsis. (GAPI-29802)

• In the Contact History, My History, and Interaction Search views, a burst of requests is no longer sent if an agent holds down the Enter key in Advanced Search or if the agent simultaneously opens a large number of interactions. (GAPI-29636)

Gplus Adapter for Salesforce: August 19, 2021

What's New

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

Agent Workspace: July 22, 2021

What's New

• Team Communicator now has the option to configure different list Corporate Favorites for Conference and Transfer. Please contact Genesys to enable this feature. (GAPI-27498)

• The secondary login view where agents enter place, queue, and language is enhanced to improve login. (GAPI-27329)

• For environments using Intelligent Workload Distribution, in the Workspace Contact History, My History, and Interaction Search views, agents can now open a work item or email before it is routed, while still being processed in the Universal Queue in Intelligent Workload Distribution. Agents can also now re-open a work item or email interaction that has already been completed (marked Done). Contact Genesys to configure this feature. (GAPI-27271)
  More info:

• You can now hide the Transfer and Conference buttons in the Voice interaction toolbar when the agent is engaged in an active consultation and the Complete Transfer and Complete Conference operations are not possible for the active consultation. Please contact Genesys to enable this feature. (GAPI-26728)

• Agent 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. (GAPI-26727)

• For Microsoft Edge (Chromium) users that implement the Sleeping Tabs feature, Agent Workspace now has improved the defense that maintains the session. Previously, when the tab running Agent Workspace did not have the focus for a long time, agents might have been disconnected and then have to re-authenticate. (GAPI-26488)

• Agent Workspace now has improved support for Web-RTC when multiple instances of Agent Workspace are open in multiple browser tabs. (GAPI-25508)
  More info:

• Agents can now open a single Agent Workspace session in up to five browser tabs in Chrome, Edge Chromium, and FireFox. (GAPI-25507)
  More info:

• Agent Workspace is compliant with Web Content Accessibility Guideline (WCAG) 2.1 level AA with a limit of 200% for the Zoom. For an improved integration with screen readers, please contact Genesys to enable this feature. (GAPI-16320)

Resolved Issues

• Agents can now see all standard responses when Agent 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. (GAPI-29159)

• For Internet Explorer 11 users, Agent 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. (GAPI-28682)

• The Voice channel no longer becomes stuck in the Pending state in the My Channels view and the Global State menu after a transferred call is release. Previously, in this scenario, agents had to refresh the browser to return to the expected state. (GAPI-28645)

• Team Communicator keyboard navigation for the Consultation feature has been improved. (GAPI-28535)

• For Internet Explorer 11 users, the Performance Tracker now works correctly. Previously, counters were not refreshed. (GAPI-28391)

• Agents can now complete chat consultations by Conference or Transfer. Previously, in some configuration environments, these functions were not always available. (GAPI-28360)

• A defense has been introduced in Team Communicator to avoid the component becoming stuck, displaying an infinite spinner, in certain situations while using Agent Workspace in Internet Explorer 11. (GAPI-28131)

• For Internet Explorer 11 users, the Help now works correctly. (GAPI-27994)

• The Consultation bar is no longer incorrectly displayed in certain scenarios involving two or more email interactions from the same case. (GAPI-27384)

Gplus Adapter for Salesforce: July 22, 2021

What's New

• Gplus Adapter functionality is now supported in multiple browser tabs. (GAPI-26297)
  More info:

Agent Workspace: May 27, 2021

Resolved Issues

• UPDATE: The Reply All button is now correctly displayed when an agent receives an inbound email that has several email addresses. For example, one From address and one Cc address. Previously, in some situations, only the Reply button was displayed and the Reply All button was missing. (GAPI-28649)

• AWS only. Agent can now open an Email interactions from the Interactions Search view while handling voice call. Previously, in some situations, the Email interaction was not opened and an error message was displayed. (GAPI-28247)

• Agents who are disconnected from a Chat session are now correctly removed from the session. Previously, Chat session ownership could bounce between two agents. (GAPI-28066)

• Azure only. All regions now support agents adding contacts to My Favorites. Previously, in some regions, adding a contact as a favorite resulted in an error. (GAPI-27712)

• Text pasted into the Chat message composition field now displays correctly. Previously, the text might have displayed partially outside the field because the field did not expand correctly. (GAPI-27454)

For private edition

• Starting with this release, Agent Desktop is available for select customers in Genesys Multicloud CX private edition, as part of the Early Adopter Program. Deployments on OpenShift Container Platform (OpenShift) are supported. (GAPI-27395)
  More info:

Agent Workspace: April 22, 2021

What's New

• UPDATE: Agent Workspace 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 https://all.docs.genesys.com/PEC-AD/Current/Agent/ADTeamCommunicator#InteractionQueueAlias">https://all.docs.genesys.com/PEC-AD/Current/Agent/ADTeamCommunicator#InteractionQueueAlias">Interaction Queues in Team Communicator and the views. (GAPI-22125)
  More info:

• Agent Workspace sessions using WebRTC with Genesys Softphone 9.0.014.13 now transparently renew their connection when the WebRTC Gateway session has expired. Previously, after a long session, the DN changed to Out of Service and agents had to log out and then log in to re-establish the session. (GAPI-23678)

• Genesys Interaction Recording Screen Recording is now supported with a custom IP address when agents use Agent Workspace in a Citrix environment. Contact Genesys to enable this feature. (GAPI-24542)

• Agents can now dial both their personal and group voice mailboxes whether they have a message waiting or not. (GAPI-25565)
  More info: https://all.docs.genesys.com/PEC-AD/Current/Agent/ADintinter#Voicemail">https://all.docs.genesys.com/PEC-AD/Current/Agent/ADintinter#Voicemail">Voicemail

• Citrix Virtual Apps support. Agent Workspace now runs in Citrix Virtual Apps & Desktop (C-VAD 7 1912 LTSR). (GAPI-25640)

Resolved Issues

• For Chrome and Firefox users that implement the Background Tabs Throttling feature, Agent Workspace with WebRTC now has improved defense against calls being dropped. Previously, when the browser tab running Agent Workspace did not have the focus for a long time, calls were sometimes dropped and the Voice channel moved to the Out of Service state. (GAPI-24625)

• The keypad now works correctly when Agent Workspace is configured to play dialing tones when an agent clicks a key on the keypad dialer. (GAPI-27319)

• The Chat transcript now scrolls automatically when the slider is at the bottom of the scrollbar. Previously, if a panel was resized, the auto-scroll function stopped working. (GAPI-26379)

• Screen recording now works in environments that use free seating. (GAPI-27413)

• Agent Workspace now correctly displays the list of agent groups in the My Agents view. Previously, in some environments, when an agent group was deleted it was not removed from the My Agents view. (GAPI-27038)

• Agent Workspace now takes into account Smart Fail Over setup in Contact Center Settings in the event of a Smart Fail Over situation. Previously, these settings were ignored; the Application relied only on settings at the Agent Group and Agent levels. (GAPI-26423)
  More info: https://all.docs.genesys.com/PEC-AS/Current/ManageCC/Hierarchy">https://all.docs.genesys.com/PEC-AS/Current/ManageCC/Hierarchy">Settings and configuration overview

• Agents can now Mark Done a Direct Push Preview Outbound record interaction. Previously, in some situations, the Direct Push Preview Outbound record interaction was not removed when an agent clicked Mark Done. (GAPI-26541)

• Agent Workspace can now complete transfers of secondary consultation calls (a consultation call on a consultation call) when the transfer of the original call to the first consultation target has been completed before the secondary transfer call is answered. Previously, when the transfer to the first consultation target was completed before the secondary transfer call was answered, it was not possible to complete the transfer of the secondary consultation call. (GAPI-25172)

• The Shortcut column is no longer displayed in the Standard Responses view if the Standard Responses Shortcut feature is not activated for the agent. (GAPI-26719)

• Agents can now complete Chat interactions that would previously become stuck following a system disconnect. Previously, in this scenario, agents could not Mark Done nor close the Interaction view of disconnected Chat interactions. (GAPI-24931)

• Agents can now search for interactions in the Contact History, My History, and Interaction Search views using the FromAddress as the search criterion. Previously, the FromAddress was not searchable when it was a configured valid search criterion. (GAPI-26466)

• 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. (GAPI-25903)

• Agent Workspace no longer automatically answers a call twice. Previously, for Firefox users, Agent Workspace might have tried to automatically answer a call more than once. Attempting to answer the call a second time resulted in an error. (GAPI-27534)

• Hyperlinks in Case Data that already have an encoded URL are no longer double-encoded by Agent Workspace. Previously, Agent Workspace applied a second encoding to already encoded URLs, resulting in the potential for the hyperlink to not access the expected page. (GAPI-25925)

• The display of the Interaction Search view has been improved to avoid display issues that were occurring in certain scenarios when the Advanced Search was enabled. (GAPI-26025)

• Agent Workspace has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated. (GAPI-25526)

• Agent Workspace now loads more efficiently over slow networks. (GAPI-26253)

Gplus Adapter for Salesforce: April 22, 2021

What's New

• UPDATE: As of May 27, documentation is available for Gplus Adapter support for the Salesforce Lightning Component with Service Client API for custom integrations between Salesforce and Genesys. (GAPI-27607)
  More info:

• Gplus Adapter for Salesforce now enables you to send a configurable list of interaction UserData key-value pairs (KVPs) when invoking Salesforce Apex. To specify the list of UserData key names, configure the option in Agent Setup. This option depends on the Run Salesforce Apex on Interaction Events and Apex Class Name options being enabled in Agent Setup. (GAPI-26632)
  More info:

• Gplus Adapter supports Salesforce Shield Encryption. (GAPI-26400)
  More info:

Resolved Issues

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

Agent Workspace: March 31, 2021

What's New

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

Gplus Adapter for Salesforce: March 31, 2021

What's New

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

Prior Releases

For information about prior releases of Agent Workspace (Agent Desktop), click here: Agent Desktop (V.9)

For information about prior releases of Gplus Adapter for Salesforce, click here: Gplus Adapter (V.9) for Salesforce

Available	Genesys CX on		Private edition	Highlights	Release
	AWS	Azure
October 1, 2024				Resolved issues.	100.0.006.0214
May 14, 2024				Resolved issues.	100.0.005.0170
March 5, 2024				Resolved issues.	100.0.004.0158
October 30, 2023				Resolved issues.	100.0.003.0102
August 21, 2023				This release includes important improvements and fixes.	100.0.002.0061
June 13, 2023				This release includes resolved issues to Agent Setup.	100.0.001.0018
April 18, 2023				This release includes important improvements and fixes.	100.0.001.0014
February 8, 2023				Third-party dependency updates to maintain security and reliability.	100.0.000.0044
August 23, 2022				Support for Genesys Multicloud CX private edition deployments on Azure Kubernetes Service (AKS). Third-party dependency updates to maintain security and reliability.	9.0.001.00
July 28, 2022				Third-party dependency updates to maintain security and reliability.	9.0.000.99
June 28, 2022				Generally Available release for Genesys Multicloud CX private edition deployments on the officially supported Kubernetes platforms. This release introduces new options, and also contains important improvements and fixes.	9.0.000.98
May 16, 2022				This release includes important improvements and fixes.	9.0.000.97
April 7, 2022				This release includes important improvements and fixes.	9.0.000.96
March 22, 2022				This release includes important improvements and fixes.	9.0.000.94
March 21, 2022				This release includes important improvements and fixes for Private Edition.	9.0.000.95
February 23, 2022				This release introduces new options, and also contains important improvements and fixes.	9.0.000.93
February 1, 2022				This release includes important improvements and fixes for Private Edition.	9.0.000.92
November 4, 2021				This release includes important improvements and fixes.	9.0.000.91
October 14, 2021				This release introduces a new option for Gplus Salesforce as well as other important improvements and fixes.	9.0.000.90
September 16, 2021				Early Adopter Program support for Genesys Multicloud CX private edition deployments on GKE. This release includes important improvements and fixes.	9.0.000.89
July 22, 2021				This release contains important improvements and fixes.	9.0.000.86
May 27, 2021				Early Adopter Program support for Genesys Multicloud CX private edition deployments on OpenShift. This release introduces a new folder structure during the Origination DN selection process in Agent Groups, and also contains other important improvements and fixes.	9.0.000.84
April 22, 2021				This release introduces a new option for Gplus Salesforce, and also contains important improvements and fixes.	9.0.000.83
March 31, 2021				Support for Genesys Engage cloud on Azure	9.0.000.82

October 01, 2024

Resolved Issues

• The Search field is now disabled to prevent any kind of interaction happening when data is being loaded on the Users page. (WWE-4739)

May 14, 2024

Resolved Issues

• An error message that appears due to URL mismatch when clicking the Download Audit button is fixed now. (WWE-4501)

• The Supervisor page now correctly displays the list of assigned users. (WWE-4480)

• The Switch page will not show up now if an Agent doesn’t have phone number(s). (WWE-4476)

• The delay in displaying the input fields on the User Edit page has been addressed. (WWE-3703)

March 05, 2024

Resolved Issues

• The Filter field is now disabled when the content is being loaded on the Users page. (WWE-3943)

• When the htcc section is removed or unavailable in the Annex tab of the User record, then saving the User record no longer deletes other sections. (WWE-3922)

• Saving the External URL details after unassigning Favorites from an Agent Group no longer displays an error. (WWE-3882)

October 30, 2023

Resolved Issues

• An error message is now displayed when the user tries to delete a folder that has unsaved changes (deletion) in its sub-folder. (WWE-3834)

• Removing an Access Group does not automatically add all unassigned Access Groups to the list. (WWE-3698)

• Saving an Agent Group with the Voicemail field enabled now sends a request to create an additional mailbox. (WWE-3772)

August 21, 2023

What's New

• A double confirmation window is added to notify the user about the changes in value in any of the following options available in the Gplus section:

  • Click to Dial Preprocessing Rules,
  • Screen Pop Preprocessing Rule,
  • New Salesforce Record Field Mapping,
  • Screen Pop URL section name,
  • Screen Pop Object home section name,
  • Screen Pop List section name,
  • Screen Pop Search section name,
  • Screen Pop New record section name,
  • Screen Pop Flow section name, and
  • Activity Log Field Mapping. (WWE-3516)

• The presence of User (whether online/offline) is now indicated through a new icon added for the User. (WWE-3228)

• Improvements in the External URLs UI now addresses the display issues. (WWE-3227)

• The Folder field in the New Agent Group creation page is now set to tenant as its default folder path: // . (WWE-3226)

Resolved Issues

• External URLs are now correctly saved in an Agent Group created through FastAPI. (WWE-3229)

• Agent Setup no longer propagates User's non-required settings to the Contact Center level. (WWE-3068), (WWE-3069)

• Fixed an issue where the numeric value (5) could not be entered from the number pad in the Voicemail field. (GAPI-36570)

• Agent Setup no longer overwrites the value of the password that was added earlier. (GAPI-33891)

June 13, 2023

What's New

• Agent Setup now correctly supports Chrome 114 and Edge 114. Previously, some Agent Setup user interface options like the agent password view or the checkboxes presented in list views were not usable in this new version of the browsers. (WWE-3362)

April 18, 2023

Resolved Issues

• This release addresses an issue with the buffering spinner on the Users page while an asynchronous update operation is in progress. (GAPI-35813)

• Now, even when the number of assigned supervisors are high, the names are displayed correctly in the header. Previously, in such cases, not all assigned supervisor names were displayed. (GAPI-35618)

• Searching under Global Favorites now works as expected even when the Display Name field is empty for one or more records. Previously, in such cases, the next match was not found. (GAPI-36109)

February 08, 2023

What's New

• Third-party dependency updates to maintain security and reliability.

August 23, 2022

What's New

• As of November 11, 2022, this release is available for Genesys CX on Azure.
  

• This release includes third-party dependency updates to maintain security and reliability.

For private edition

• Agent Setup supports deployments on Azure Kubernetes Service (AKS) in Genesys Multicloud CX private edition. (CPE-3599)

July 28, 2022

What's New

• This release includes third-party dependency updates to maintain security and reliability.

June 28, 2022

What's New

• Added a new option, Enable Delete attachment, to Contact Center Settings > Desktop Options > Email. This option enables the agent to delete an attachment from an inbound email. (GAPI-32759)

• Added a new option, Enable History Record Creation for voice interaction without contact, to Contact Center Settings > Desktop Options > Voice. This option enables the voice interaction record to be created in My History and Interaction search screens when there is no associated contact. (GAPI-32758)

• Added a new option, Redirect / Release calls in Hunt Group, to Contact Center Settings > Desktop Options > Voice. This option specifies that the agent can redirect/release calls in the Hunt group. (GAPI-32757)

• New options in Contact Center Settings > Desktop Options > Voice enable agents to adjust the alert volume:

  • Voice Ringtone Volume - Specify the default volume for the voice ringtone
  • Voice SIP Preview Ringtone Volume - Specify the default volume for the voice SIP preview ringtone
  • WebRTC Ringtone Volume - Specify the default volume for the WebRTC ringtone

  New options in Contact Center Settings > Desktop Options > Chat enable agents to adjust the alert volume:

  • Chat Interaction Ringtone Volume - Set the volume for the chat interaction ringtone
  • Chat Message Sound Volume - Set the volume for the chat message sound

  The new option in Contact Center Settings > Desktop Options > Email enables agents to adjust the alert volume:

  • Email Interaction Ringtone Volume - Set the volume for the email interaction ringtone (GAPI-32756)

• A new option, Chat Auto Ready, is added under Contact Center Settings > Desktop Options > Chat. This option specifies that chat interactions are automatically set to ready state during login.

  A new option, Email Auto Ready, is added under Contact Center Settings > Desktop Options > Email. This option specifies that email interactions are automatically set to ready state during login. (GAPI-32755)

Resolved Issues

• The Agent Setup inactivity timeout notification popup no longer blocks the connections of other applications from the same domain. Previously, the inactivity timeout notification popup blocked the web-socket connection of Agent Workspace. (GAPI-34267)

• A new UI for managing supervisors is provided to fix an issue where the check mark for the selected Agent Group supervisor did not appear. (GAPI-34217)

• A new UI for managing supervisors is provided to fix an issue where the supervisors control menu was blocked when 400+ assigned supervisors were added to the Agent Group. (GAPI-34030)

• A new Supervisors page is added under Agents Groups > Agent Group to manage supervisors for an Agent group. To add a supervisor, use the Add button instead of the Drag & drop supervisor here option. (GAPI-26529)

For private edition

• As of July 13, 2022, Agent Setup is Generally Available for deployment in Genesys Multicloud CX private edition on the officially supported by Genesys.

May 16, 2022

What's New

• As of May 24, 2022, this release is available for Genesys CX on AWS.

• AWS only. The Run Salesforce Apex on Interaction Events option is now modified to allow the user to choose one or multiple values from either of the following lists:

  • [Voice - Ringing, Voice - Dialing, Voice - Established, Voice - Released]
  • [Digital - Invited, Digital - Created, Digital - Accepted, Digital - Removed]

  Previously, the user was allowed to choose one or multiple values only from the [Ringing, Dialing, Established, Released] list.
   (GAPI-34232)

Resolved Issues

• Azure only. Fixed the issue with deleting one or multiple RCS certificates. (GAPI-34038)

• Viewing the details of a group of agents no longer overloads the server even when more than 1000 of agents belong to the group. Previously, when attempting to view those details, the page would throw insufficient resources error. (GAPI-33971)

• The After Call Work code, on the Custom Agent States > Manage Custom Agent States page, now correctly highlights only the code that is selected and not all the codes that have the same name. (GAPI-33887)

• The UI now works fine when the user's browser locale is different from English. (GAPI-33646)

• Azure only. Upload Certificate under the Keys Management menu now uploads the certificate into all regions. The Upload to all regions checkbox in the upload page is now removed. (GAPI-33227)

• Azure only. The Blob Storage > Generate SAS Tokens page now displays both the container URL and token for all SAS tokens. The date and time inside the token is displayed in the UTC±0:00 time zone. (GAPI-33015)

• Azure only. Selecting the old loaded certificates works fine under the Keys Management menu now. But, you cannot select the last uploaded certificate. (GAPI-32484)

• Azure only. The Blob Storage > Generate SAS Tokens page now allows the user to select a date and time to specify when the tokens will be active. The new UI also allows the user to select the time zone. (GAPI-32038)

• The SAML metadata file now gets uploaded successfully to the SAML > SAML Configuration page. Previously, the upload status was always 'pending'. (GAPI-31382)

• The Email Interaction Ringtone Type option drop-down list now has an additional field that accepts a custom value (URL) to the media file that should be played as a ringtone. (GAPI-30638)

April 07, 2022

Resolved Issues

• Viewing the details of a group of agents no longer overloads the server, even when thousands of agents belong to the group. Previously, when attempting to view those details, the page would throw an insufficient resources error. (GAPI-33971)

• The After Call Work code, on the Custom Agent States > Manage Custom Agent States page, now correctly highlights only the code that is selected and not all the codes that have the same name. (GAPI-33887)

March 22, 2022

What's New

• As of March 23, 2022, this release is available for Genesys CX on Azure.

• AWS only. Added a new option, outbound.push-preview-mode, to Desktop options > Outbound. This option enables Outbound Push Preview campaigns to run in regular or direct mode. (GAPI-31321)
  More info:

Resolved Issues

• Azure only. Agent Setup now continues to function during Tenant maintenance and when network issues occur. Previously in these scenarios, in some circumstances, the Agent Setup UI became non-functional. (GAPI-33753)

• Fixed an issue in the Business Attribute Values and Skills windows where the input fields would remain active after clicking the Save button. (GAPI-31515)

• AWS only. Agent Setup now only accepts IdP metadata XML files which contain the IDPSSODescriptor element. (GAPI-31267)

• AWS only. Fixed an issue where the Access Group UI would incorrectly display all remaining Access Groups after an Access Group was removed from the list. (GAPI-31223)

• AWS only. Fixed an issue where the user could see Agent Setup even when the Role-Based Access Control (RBAC) mode was disabled for specific Access Groups. (GAPI-31116)

• AWS only. Added a new value FAILED, to the Action Search drop-down list in the Audit page tab. (GAPI-31063)

• The global Save button for Contact Center Settings is now always visible in the UI. Previously, for many areas of Agent Setup, the Save button was visible only when you scroll to the very bottom of the window. (GAPI-30598)

March 21, 2022

For private edition

• As of March 31, 2022, all Resolved Issues found in Agent Setup (with the exception of GAPI-33753) are now also available for Private Edition.

February 23, 2022

What's New

• Agent Setup now provides the ability to create access tokens in order to access Azure Blob Storage containers. Also related, Agent Setup now has the ability to create Account SAS Tokens. These tokens are needed to search for recording blobs with the help of tags. These tags can include creation dates for the blobs. Please contact Genesys to enable this feature. (GAPI-31664) (GAPI-26277)
  More info:

• Added a new option outbound.push-preview-mode, to Desktop options > Outbound. This option enables Outbound Push Preview campaigns to run in regular or direct mode. (GAPI-31321)
  More info:

• Agent Setup now provides the ability to upload and manage Public and Private keys used to encrypt recordings. Also related, Multiregional support for certificates is now available. This feature enables a certificate to be uploaded to all regions where the tenant is deployed. Please contact Genesys to enable this feature. (GAPI-30763) (GAPI- 29341)
  More info:

Resolved Issues

• Agent Setup now only accepts IdP metadata XML files which contain the IDPSSODescriptor element. (GAPI-31267)

• Fixed an issue where the Access Group UI would incorrectly display all remaining Access Groups after an Access Group was removed from the list. (GAPI-31223)

• Fixed an issue where the user could see Agent Setup even when the Role-Based Access Control (RBAC) mode was disabled for specific Access Groups. (GAPI-31116)

• Added a new value FAILED, to the Action Search drop-down list in the Audit page tab. (GAPI-31063)

Known Issues

• If you uncheck the Upload to all regions checkbox under the Keys management menu when uploading a certificate, you will be unable to load the same certificate to a secondary region later.
  Workaround: Always check the Upload to all regions checkbox if you have more than one region but, in situations where the certificate has only been uploaded to the primary region, you must generate a new certificate in order to upload to all regions. (GAPI-33227) (GAPI-33226)

February 01, 2022

For private edition

• As of February 1, 2022, all Resolved Issues found in Agent Setup are now also available for Private Edition.

November 04, 2021

What's New

• As of November 10, 2021 this release is available for Genesys CX on Azure.

Resolved Issues

• Now, deleting skills or a skills folder from the Manage Skills window no longer causes the page to hang. Previously, when attempting to delete these items, the page would occasionally stop responding when the Save button was clicked. (GAPI-30543)
  More info:

• Now, the External URLs count displays correctly. Previously, discrepancies would display between the URLs List and the save changes window. (GAPI-30291)
  More info:

• Fixed an issue where, in certain circumstances, changes are not saved to the Users tab after the Save and close button is clicked. Previously, when attempting to save changes in this tab, the Failed to update user error appeared. (GAPI-29782)
  More info:

• Fixed an issue where Agent States were not appearing in alphabetical order within Agent Groups. (GAPI-29343)
  More info:

October 14, 2021

What's New

• As of October 19, 2021 this release is available for Genesys CX on Azure.

• A new option, Click-to-dial, has been added to manage outgoing click-to-dial calls. This option is used to enable or disable the click-to-dial feature for agents, when required. (GAPI-30814)
  More info:

• The description of the option, Activity Log on Screen Pop has been updated to improve clarity. (GAPI-30815)
  More info:

• From the Agent Group menu, customers can now export Agent Groups. (GAPI-28364)
  More info:

• Azure only. Agent Setup now supports voicemail management through voicemail Profiles and Mailbox Settings. Please contact Genesys to enable this functionality. (GAPI-23719)
  More info:

Resolved Issues

• As of October 14, 2021, GAPI-29947 (which was previously deployed on https://all.docs.genesys.com/ReleaseNotes/Current/GenesysEngage-cloud/Agent_Setup#Agent_Setup-9.0.000.89">https://all.docs.genesys.com/ReleaseNotes/Current/GenesysEngage-cloud/Agent_Setup#Agent_Setup-9.0.000.89">September 16, 2021 on Azure and Private Edition) is now also available on AWS.

• Now, the Auto Not Ready Reason setting that is configured within Agent Setup behaves correctly in Agent Workspace. Previously, the agent was placed in the incorrect Not Ready status even though this setting had been configured. (GAPI-29186)

• Fixed an issue where any new modifications made to the Agent Group options would reset the custom configuration. (GAPI-29413)

• Fixed an issue where upper-level Contact Center Settings or Agent Group options were not displayed as “(default)” if they were not set in lower-level Agent Group or User options. (GAPI-29317)

September 16, 2021

Resolved Issues

• Now, all Agent Setup Roles have the ability to delete Favorites from the Favorites Pool. (GAPI-29947)
  More info:

• Fixed an issue in Desktop Statistics where predefined statistics were not displaying correctly within the Agent Statistics and the Contact Center Statistics. (GAPI-28872)
  More info:

For private edition

• As of October 29, 2021, Agent Setup supports deployments on Google Kubernetes Engine (GKE) in Genesys Multicloud CX private edition, as part of the Early Adopter Program. (CPE-1933)

July 22, 2021

Resolved Issues

• Added a new validation into the Edit User form for identifying whitespace characters. (GAPI-28830)
  More info:

• Now, Agent options are properly synched with Agent Group options. Previously, in certain scenarios, the Uri field for the User would display incorrect information causing a login failure for the Agent. Note: if there are any conflicts between the Agent Groups options, the last Agent Group settings are taken. (GAPI-28798)
  More info:

• Added a new value, First Name Last Initial ($Agent.FirstNameLastInitial$), to the chat.nickname option. (GAPI-28710)
  More info:

• Now, when all action codes are manually selected together, Agent Workspace properly displays all option values. (GAPI-28596)
  More info:

• Fixed an issue where the SIP Phone Type would not update if there were discrepancies in any manually-configured DN information. (GAPI-27992)
  More info:

May 27, 2021

What's New

• In the Agent Groups > Agent Group menu, the Origination DNs and Annex buttons can now be found under the General Info options. Previously, these buttons were found under the Agents options. (GAPI-27881)
  More info:

• A folder structure now appears during the Origination DN selection process in Agent Groups. This new folder structure displays the full path to the Origination DN, making the Line of Business more clear during the DN selection. (GAPI-27737)

Resolved Issues

• An issue where, in certain scenarios, some Administrators could not see Agent Setup tab options while editing has now been fixed. (GAPI-27855)

• Fixed an issue where, in certain scenarios, exporting a large number of users caused the system to hang, and the export to not complete. (GAPI-27636)

• The default value for the Can One Step Transfer option found in Desktop Options > Email, is now set as true. Previously, the default value for this option was set as false. (GAPI-27508)
  More info:

• The default value for the Workbins option found in Desktop Options > Channels, is now set as false. Previously, the default value for this option was set as true. (GAPI-27422)
  More info:

• When managing Favorites, using a space or underscore in the Category field is now permitted. (GAPI-27270)
  More info:

For private edition

• Starting with this release, Agent Setup 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. (GAPI-27825)
  More info:

April 22, 2021

What's New

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

  • Apex Data — Specifies a comma-separated list of the userData key names that are delivered to Salesforce Apex. (GAPI-27343)
    More info:

Resolved Issues

• Fixed an issue where the long Business Attribute value would not display in full, once selected. (GAPI-27354)

• The Validation rule for the Agent Page Limit option has been updated to now allow for a numeric entry of 10 to 50. (GAPI-27173)

• Added new input validations to all statistic creation fields to help ensure data compliance. (GAPI-27170)

• Replaced error status code 503 with error status code 403. Previously, error status code 503 displayed when the voicemail service was not configured. Now, error code 403 displays when the voicemail service is not configured. (GAPI-27022)

March 31, 2021

What's New

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

Prior Releases

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