RN/AgentDesktop/9.0.000.81 - Revision history

WikiSysop at 19:20, July 28, 2022

2022-07-28T19:20:52Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:56Z

Ed.jamer@genesys.com: Text replacement - "{{JiraIssue" to "{{Issue"

2021-06-09T16:49:05Z

Text replacement - "{{JiraIssue" to "{{Issue"

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Ed.jamer@genesys.com: Text replacement - "|Issue=" to "|TicketNumber="

2021-06-09T16:48:12Z

Text replacement - "|Issue=" to "|TicketNumber="

Ed.jamer@genesys.com: Text replacement - "|IssueType=" to "|IssueCategoryId="

2021-06-09T16:47:15Z

Text replacement - "|IssueType=" to "|IssueCategoryId="

Matthew.west@genesys.com: Published

2021-05-27T13:37:19Z

Published

Matthew.west@genesys.com: Published

2021-04-22T19:18:25Z

Published

New page

{{ComponentRN
|ComponentId=acaca529-aedd-4820-8557-4966ab8490db
|JQL=labels = wwe-April-2021
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseTypeId=bd29a217-74d6-4220-a07b-3bdb36d5cf26
|ReleaseDate=2021-04-22
|Highlight=Agents can now dial both their personal and group voice mailboxes.
|ReleaseNumber=9.0.000.81
}}
{{JiraIssue
|Issue=GAPI-24931
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[PEC]:

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

[PREM]:

Agents can now complete Chat interactions that would previously become stuck following a system disconnect. Previously, in this scenario, agents could not Mark Done nor close the Interaction view of disconnected Chat interactions.
|LocalContent=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.
}}
{{JiraIssue
|Issue=GAPI-26253
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[PEC]:
Workspace Agent Desktop now loads more efficiently over slow networks.

[PREM]:
Static resources for Workspace Web Edition are now compressed by the micro-service to improve loading of the application on slow networks.
|LocalContent=Workspace Agent Desktop now loads more efficiently over slow networks.
}}
{{JiraIssue
|Issue=GAPI-25526
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[PEC]:
Workspace Agent Desktop has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated.
[PREM]:
Workspace Web Edition has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated.
|LocalContent=Workspace Agent Desktop has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated.
}}
{{JiraIssue
|Issue=GAPI-26025
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[GEC]:

The display of the Interaction Search view has been improved to avoid display issues that were occurring in certain scenarios when the Advanced Search was enabled.
|LocalContent=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.
}}
{{JiraIssue
|Issue=GAPI-25925
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

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

[PREM]:
Hyperlinks in Case Data that already have an encoded URL are no longer double-encoded by Workspace. Previously, Workspace applied a second encoding to already encoded URLs, resulting in the potential for the hyperlink to not access the expected page.
|LocalContent=Hyperlinks in Case Data that already have an encoded URL are no longer double-encoded by Agent Desktop. Previously, Agent Desktop applied a second encoding to already encoded URLs, resulting in the potential for the hyperlink to not access the expected page.
}}
{{JiraIssue
|Issue=GAPI-27534
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[GEC]:

Agent Desktop no longer automatically answers a call twice. Previously, for Firefox users, Agent Desktop might have tried to automatically answer a call more than once. Attempting to answer the call a second time resulted in an error.
|LocalContent=Agent Desktop no longer automatically answers a call twice. Previously, for Firefox users, Agent Desktop might have tried to automatically answer a call more than once. Attempting to answer the call a second time resulted in an error.
}}
{{JiraIssue
|Issue=GAPI-23678
|IssueType=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=[WWE]:

[PEC]:
Agent Desktop sessions using WebRTC with Genesys Softphone 9.0.014.13 now transparently renew their connection when the WebRTC Gateway session has expired. Previously, after a long session, the DN changed to *Out of Service* and agents had to log out and then log in to re-establish the session.
|LocalContent=Agent Desktop sessions using WebRTC with Genesys Softphone 9.0.014.13 now transparently renew their connection when the WebRTC Gateway session has expired. Previously, after a long session, the DN changed to '''Out of Service''' and agents had to log out and then log in to re-establish the session.
}}
{{JiraIssue
|Issue=GAPI-24542
|IssueType=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=[WWE]:

[PEC]:

Genesys Interaction Recording Screen Recording is now supported with a custom IP address when agents use Agent Desktop in a Citrix environment. Contact Genesys to enable this feature.

[PREM]:

Genesys Interaction Recording Screen Recording is now supported with a custom IP address when agents use Workspace in a Citrix environment.
|LocalContent=Genesys Interaction Recording Screen Recording is now supported with a custom IP address when agents use Agent Desktop in a Citrix environment. Contact Genesys to enable this feature.
}}
{{JiraIssue
|Issue=GAPI-25565
|IssueType=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=[WWE]:

[PEC]:

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

[PREM]:

Agents can now dial both their personal and group voice mailboxes whether they have a message waiting or not.
|LocalContent=Agents can now dial both their personal and group voice mailboxes whether they have a message waiting or not.
|SupportingDocumentation=[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADintinter#Voicemail Voicemail]
}}
{{JiraIssue
|Issue=GAPI-25640
|IssueType=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=[WWE]:

[PEC]:

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

[PREM]:

Citrix Virtual Apps support.
Workspace Web Edition now runs in Citrix Virtual Apps & Desktop (C-VAD 7 1912 LTSR).
|LocalContent=Citrix Virtual Apps support. Workspace Agent Desktop now runs in Citrix Virtual Apps & Desktop (C-VAD 7 1912 LTSR).
}}
{{JiraIssue
|Issue=GAPI-25903
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[PEC]:
Agents can now send an empty email reply. Previously, when an agent replied to an inbound email, deleted all the content in the outbound email reply, and sent the outbound email reply, the contact received the email with the content of the outbound email before the agent deleted it.

[PREM]:
Agents can now send an empty email reply. Previously, when an agent replied to an inbound email, deleted all the content in the outbound email reply, and sent the outbound email reply, the contact received the email with the content of the outbound email before the agent deleted it.
|LocalContent=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.
}}
{{JiraIssue
|Issue=GAPI-26466
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[PEC]:

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

[PREM]:

Agents can now search for interactions in the Contact History, My History, and Interaction Search views using the FromAddress as the search criterion. Previously, the FromAddress was not searchable when it was a configured valid search criterion.
|LocalContent=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.
}}
{{JiraIssue
|Issue=GAPI-24625
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

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

[WWE]:

[KNOWN ISSUE]:

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

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

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

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

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

Workarounds:
* Disable the feature in Firefox using the following procedure:

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

* Or, agents must open Agent Desktop in a separate browser window without any other tabs open and never minimize the window. There is no issue if this browser window is in the background;
* Or, agents should use the Chrome browser with the settings described above.
|LocalContent=For Chrome and Firefox users that implement the '''Background Tabs Throttling''' feature, Agent Desktop with WebRTC now has improved defense against calls being dropped. Previously, when the browser tab running Agent Desktop did not have the focus for a long time, calls were sometimes dropped and the Voice channel moved to the '''Out of Service''' state.
}}
{{JiraIssue
|Issue=GAPI-26719
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[PEC]:

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

[PREM]:

The Shortcut column is no longer displayed in the Standard Responses view if the Standard Responses Shortcut feature is not activated for the agent.
|LocalContent=The '''Shortcut''' column is no longer displayed in the '''Standard Responses''' view if the Standard Responses Shortcut feature is not activated for the agent.
}}
{{JiraIssue
|Issue=GAPI-25172
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[PEC]:

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

[PREM]:

Workspace Web Edition can now complete transfers of secondary consultation calls (a consultation call on a consultation call) when the transfer of the original call to the first consultation target has been completed before the secondary transfer call is answered. Previously, when the transfer to the first consultation target was completed before the secondary transfer call was answered, it was not possible to complete the transfer of the secondary consultation call.
|LocalContent=Workspace Agent Desktop can now complete transfers of secondary consultation calls (a consultation call on a consultation call) when the transfer of the original call to the first consultation target has been completed before the secondary transfer call is answered. Previously, when the transfer to the first consultation target was completed before the secondary transfer call was answered, it was not possible to complete the transfer of the secondary consultation call.
}}
{{JiraIssue
|Issue=GAPI-26541
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[PEC]:

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

[PREM]:

Agents can now Mark Done a Direct Push Preview Outbound record interaction. Previously, in some situations, the Direct Push Preview Outbound record interaction was not removed when an agent clicked Mark Done.
|LocalContent=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'''.
}}
{{JiraIssue
|Issue=GAPI-26423
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[GEC]:

Agent Desktop now takes into account Smart Fail Over setup in Contact Center Settings in the event of a Smart Fail Over situation. Previously, these settings were ignored; the Application relied only on settings at the *Agent Group* and *Agent* levels.
|LocalContent=Agent Desktop now takes into account Smart Fail Over setup in Contact Center Settings in the event of a Smart Fail Over situation. Previously, these settings were ignored; the Application relied only on settings at the '''Agent Group''' and '''Agent''' levels.
|SupportingDocumentation=[https://all.docs.genesys.com/PEC-AS/Current/ManageCC/Hierarchy Settings and configuration overview]
}}
{{JiraIssue
|Issue=GAPI-27038
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[GEC]:

Agent Desktop now correctly displays the list of agent groups in the My Agents view. Previously, in some environments, when an agent group was deleted it was not removed from the My Agents view.

[PREM]:

Workspace now correctly displays the list of agent groups in the My Agents view. Previously, in some environments, when an agent group was deleted it was not removed from the My Agents view.
|LocalContent=Agent Desktop now correctly displays the list of agent groups in the '''My Agents''' view. Previously, in some environments, when an agent group was deleted it was not removed from the '''My Agents''' view.
}}
{{JiraIssue
|Issue=GAPI-27413
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

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

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

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

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

|LocalContent=Screen recording now works in environments that use free seating.
}}
{{JiraIssue
|Issue=GAPI-26379
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[PEC]:
The Chat transcript now scrolls automatically when the slider is at the bottom of the scrollbar. Previously, if a panel was resized, the auto-scroll function stopped working.

[PREM]:
The Chat transcript now scrolls automatically when the slider is at the bottom of the scrollbar. Previously, if a panel was resized, the auto-scroll function stopped working.
|LocalContent=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.
}}
{{JiraIssue
|Issue=GAPI-27319
|IssueType=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:

[GEC]:

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

@@ Line 11: / Line 11: @@
 |TicketNumber=GAPI-22125
 |IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
-|LocalContent='''UPDATE:''' Agent Desktop now shows the display name (alias) of Interaction Queue objects instead of the sometimes cryptic Queue name to make it easier for agents to find [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADTeamCommunicator#InteractionQueueAlias Interaction Queues in Team Communicator] and the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADMyWorkbins|anchor=WorkbinSearch|display text=Workbin}} views.
+|LocalContent='''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 Interaction Queues in Team Communicator] and the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADMyWorkbins|anchor=WorkbinSearch|display text=Workbin}} views.
 |SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Supervisor|topic=ADsuper|anchor=MyTeamWorkbins|display text=Interaction Queue name versus alias}}
 }}
@@ Line 67: / Line 67: @@
 [PEC]:
-Hyperlinks in Case Data that already have an encoded URL are no longer double-encoded by Agent Desktop. Previously, Agent Desktop applied a second encoding to already encoded URLs, resulting in the potential for the hyperlink to not access the expected page.
+Hyperlinks in Case Data that already have an encoded URL are no longer double-encoded by Agent Workspace. Previously, Agent Workspace applied a second encoding to already encoded URLs, resulting in the potential for the hyperlink to not access the expected page.
 [PREM]:
 Hyperlinks in Case Data that already have an encoded URL are no longer double-encoded by Workspace. Previously, Workspace applied a second encoding to already encoded URLs, resulting in the potential for the hyperlink to not access the expected page.
-|LocalContent=Hyperlinks in Case Data that already have an encoded URL are no longer double-encoded by Agent Desktop. Previously, Agent Desktop applied a second encoding to already encoded URLs, resulting in the potential for the hyperlink to not access the expected page.
+|LocalContent=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.
 }}
 {{Issue
@@ Line 80: / Line 80: @@
 [GEC]:
-Agent Desktop no longer automatically answers a call twice. Previously, for Firefox users, Agent Desktop might have tried to automatically answer a call more than once. Attempting to answer the call a second time resulted in an error.
+Agent 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.
-|LocalContent=Agent Desktop no longer automatically answers a call twice. Previously, for Firefox users, Agent Desktop might have tried to automatically answer a call more than once. Attempting to answer the call a second time resulted in an error.
+|LocalContent=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.
 }}
 {{Issue
@@ Line 89: / Line 89: @@
 [PEC]:
-  Agent Desktop sessions using WebRTC with Genesys Softphone 9.0.014.13 now transparently renew their connection when the WebRTC Gateway session has expired. Previously, after a long session, the DN changed to *Out of Service* and agents had to log out and then log in to re-establish the session.
+  Agent 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.
-|LocalContent=Agent Desktop sessions using WebRTC with Genesys Softphone 9.0.014.13 now transparently renew their connection when the WebRTC Gateway session has expired. Previously, after a long session, the DN changed to '''Out of Service''' and agents had to log out and then log in to re-establish the session.
+|LocalContent=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.
 }}
 {{Issue
@@ Line 99: / Line 99: @@
 [PEC]:
-Genesys Interaction Recording Screen Recording is now supported with a custom IP address when agents use Agent Desktop in a Citrix environment. Contact Genesys to enable this feature.
+Genesys Interaction Recording Screen Recording is now supported with a custom IP address when agents use Agent Workspace in a Citrix environment. Contact Genesys to enable this feature.
 [PREM]:
 Genesys Interaction Recording Screen Recording is now supported with a custom IP address when agents use Workspace in a Citrix environment.
-|LocalContent=Genesys Interaction Recording Screen Recording is now supported with a custom IP address when agents use Agent Desktop in a Citrix environment. Contact Genesys to enable this feature.
+|LocalContent=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.
 }}
 {{Issue
@@ Line 169: / Line 169: @@
 [PEC]
-  For Chrome and Firefox users that implement the Background Tabs Throttling feature, Agent Desktop with WebRTC now has improved defense against calls being dropped. Previously, when the browser tab running Agent Desktop did not have the focus for a long time, calls were sometimes dropped and the Voice channel moved to the *Out of Service* state.
+  For Chrome and Firefox users that implement the Background Tabs Throttling feature, Agent Workspace with WebRTC now has improved defense against calls being dropped. Previously, when the browser tab running Agent Workspace did not have the focus for a long time, calls were sometimes dropped and the Voice channel moved to the *Out of Service* state.
 [WWE]:
@@ Line 178: / Line 178: @@
   Limitation: Google Chrome 57 introduced the Background Tabs Throttling feature that reduces the availability of CPU cycles to 1% for Web applications in tabs that are not currently in focus or for minimized browsers.
-This feature can cause an issue with WebRTC. If the tab running WebRTC does not have the focus for a long time, Agent Desktop might drop the call and move the agent to the out of service state.
+This feature can cause an issue with WebRTC. If the tab running WebRTC does not have the focus for a long time, Agent Workspace might drop the call and move the agent to the out of service state.
 Workarounds:
@@ Line 187: / Line 187: @@
 Limitation: Mozilla Firefox 58 introduced the Background Tabs Throttling feature that reduces the availability of CPU cycles to 1% for web applications in tabs that are not currently in focus or if the browser is minimized.
-This feature can cause an issue with WebRTC. If the tab running WebRTC does not have the focus for a long time, Agent Desktop might drop the call and move the agent to the out of service state.
+This feature can cause an issue with WebRTC. If the tab running WebRTC does not have the focus for a long time, Agent Workspace might drop the call and move the agent to the out of service state.
 Workarounds:
@@ Line 198: / Line 198: @@
   # Enter min_background_timeout_value_without_budget_throttling in the search field to find this timer throttling option.
   # Edit the Value column to change the preference setting to 0.
-  # Restart the browser and log back in to Agent Desktop.
+  # Restart the browser and log back in to Agent Workspace.
-  * Or, agents must open Agent Desktop in a separate browser window without any other tabs open and never minimize the window. There is no issue if this browser window is in the background;
+  * Or, agents must open Agent Workspace in a separate browser window without any other tabs open and never minimize the window. There is no issue if this browser window is in the background;
   * Or, agents should use the Chrome browser with the settings described above.
-|LocalContent=For Chrome and Firefox users that implement the '''Background Tabs Throttling''' feature, Agent Desktop with WebRTC now has improved defense against calls being dropped. Previously, when the browser tab running Agent Desktop did not have the focus for a long time, calls were sometimes dropped and the Voice channel moved to the '''Out of Service''' state.
+|LocalContent=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.
 }}
 {{Issue
@@ Line 253: / Line 253: @@
 [GEC]:
-Agent Desktop now takes into account Smart Fail Over setup in Contact Center Settings in the event of a Smart Fail Over situation. Previously, these settings were ignored; the Application relied only on settings at the *Agent Group* and *Agent* levels.
+Agent 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.
-|LocalContent=Agent Desktop now takes into account Smart Fail Over setup in Contact Center Settings in the event of a Smart Fail Over situation. Previously, these settings were ignored; the Application relied only on settings at the '''Agent Group''' and '''Agent''' levels.
+|LocalContent=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.
 |SupportingDocumentation=[https://all.docs.genesys.com/PEC-AS/Current/ManageCC/Hierarchy Settings and configuration overview]
 }}
@@ Line 264: / Line 264: @@
 [GEC]:
-Agent Desktop now correctly displays the list of agent groups in the My Agents view. Previously, in some environments, when an agent group was deleted it was not removed from the My Agents view.
+Agent Workspace now correctly displays the list of agent groups in the My Agents view. Previously, in some environments, when an agent group was deleted it was not removed from the My Agents view.
 [PREM]:
 Workspace now correctly displays the list of agent groups in the My Agents view. Previously, in some environments, when an agent group was deleted it was not removed from the My Agents view.
-|LocalContent=Agent Desktop now correctly displays the list of agent groups in the '''My Agents''' view. Previously, in some environments, when an agent group was deleted it was not removed from the '''My Agents''' view.
+|LocalContent=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.
 }}
 {{Issue
@@ Line 310: / Line 310: @@
 [GEC]:
-The keypad now works correctly when Agent Desktop is configured to play dialing tones when an agent clicks a key on the keypad dialer.
+The keypad now works correctly when Agent Workspace is configured to play dialing tones when an agent clicks a key on the keypad dialer.
-|LocalContent=The keypad now works correctly when Agent Desktop is configured to play dialing tones when an agent clicks a key on the keypad dialer.
+|LocalContent=The keypad now works correctly when Agent Workspace is configured to play dialing tones when an agent clicks a key on the keypad dialer.
 }}
 <!--Template text generated from CSV-->

@@ Line 9: / Line 9: @@
 }}
 {{JiraIssue
-|Issue=GAPI-22125
+|TicketNumber=GAPI-22125
 |IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
 |LocalContent='''UPDATE:''' Agent Desktop now shows the display name (alias) of Interaction Queue objects instead of the sometimes cryptic Queue name to make it easier for agents to find [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADTeamCommunicator#InteractionQueueAlias Interaction Queues in Team Communicator] and the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADMyWorkbins|anchor=WorkbinSearch|display text=Workbin}} views.
@@ Line 15: / Line 15: @@
 }}
 {{JiraIssue
-|Issue=GAPI-24931
+|TicketNumber=GAPI-24931
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 29: / Line 29: @@
 }}
 {{JiraIssue
-|Issue=GAPI-26253
+|TicketNumber=GAPI-26253
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 41: / Line 41: @@
 }}
 {{JiraIssue
-|Issue=GAPI-25526
+|TicketNumber=GAPI-25526
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 52: / Line 52: @@
 }}
 {{JiraIssue
-|Issue=GAPI-26025
+|TicketNumber=GAPI-26025
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 62: / Line 62: @@
 }}
 {{JiraIssue
-|Issue=GAPI-25925
+|TicketNumber=GAPI-25925
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 74: / Line 74: @@
 }}
 {{JiraIssue
-|Issue=GAPI-27534
+|TicketNumber=GAPI-27534
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 84: / Line 84: @@
 }}
 {{JiraIssue
-|Issue=GAPI-23678
+|TicketNumber=GAPI-23678
 |IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
 |Content=[WWE]:
@@ Line 93: / Line 93: @@
 }}
 {{JiraIssue
-|Issue=GAPI-24542
+|TicketNumber=GAPI-24542
 |IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
 |Content=[WWE]:
@@ Line 107: / Line 107: @@
 }}
 {{JiraIssue
-|Issue=GAPI-25565
+|TicketNumber=GAPI-25565
 |IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
 |Content=[WWE]:
@@ Line 122: / Line 122: @@
 }}
 {{JiraIssue
-|Issue=GAPI-25640
+|TicketNumber=GAPI-25640
 |IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
 |Content=[WWE]:
@@ Line 138: / Line 138: @@
 }}
 {{JiraIssue
-|Issue=GAPI-25903
+|TicketNumber=GAPI-25903
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 150: / Line 150: @@
 }}
 {{JiraIssue
-|Issue=GAPI-26466
+|TicketNumber=GAPI-26466
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 164: / Line 164: @@
 }}
 {{JiraIssue
-|Issue=GAPI-24625
+|TicketNumber=GAPI-24625
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 205: / Line 205: @@
 }}
 {{JiraIssue
-|Issue=GAPI-26719
+|TicketNumber=GAPI-26719
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 219: / Line 219: @@
 }}
 {{JiraIssue
-|Issue=GAPI-25172
+|TicketNumber=GAPI-25172
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 233: / Line 233: @@
 }}
 {{JiraIssue
-|Issue=GAPI-26541
+|TicketNumber=GAPI-26541
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 247: / Line 247: @@
 }}
 {{JiraIssue
-|Issue=GAPI-26423
+|TicketNumber=GAPI-26423
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 258: / Line 258: @@
 }}
 {{JiraIssue
-|Issue=GAPI-27038
+|TicketNumber=GAPI-27038
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 272: / Line 272: @@
 }}
 {{JiraIssue
-|Issue=GAPI-27413
+|TicketNumber=GAPI-27413
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 292: / Line 292: @@
 }}
 {{JiraIssue
-|Issue=GAPI-26379
+|TicketNumber=GAPI-26379
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:
@@ Line 304: / Line 304: @@
 }}
 {{JiraIssue
-|Issue=GAPI-27319
+|TicketNumber=GAPI-27319
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
 |Content=[WWE]:

@@ Line 34: / Line 34: @@
 [PEC]:
-  Workspace Agent Desktop now loads more efficiently over slow networks.
+  Agent Workspace now loads more efficiently over slow networks.
 [PREM]:
   Static resources for Workspace Web Edition are now compressed by the micro-service to improve loading of the application on slow networks.
-|LocalContent=Workspace Agent Desktop now loads more efficiently over slow networks.
+|LocalContent=Agent Workspace now loads more efficiently over slow networks.
 }}
 {{Issue
@@ Line 46: / Line 46: @@
 [PEC]:
-Workspace Agent Desktop has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated.
+Agent Workspace has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated.
 [PREM]:
 Workspace Web Edition has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated.
-|LocalContent=Workspace Agent Desktop has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated.
+|LocalContent=Agent Workspace has been improved for the screen recording for particular situations on login or refresh. Previously, the service sometimes was not activated.
 }}
 {{Issue
@@ Line 129: / Line 129: @@
 Citrix Virtual Apps support.
-Workspace Agent Desktop now runs in Citrix Virtual Apps & Desktop (C-VAD 7 1912 LTSR).
+Agent Workspace now runs in Citrix Virtual Apps & Desktop (C-VAD 7 1912 LTSR).
 [PREM]:
@@ Line 135: / Line 135: @@
 Citrix Virtual Apps support.
 Workspace Web Edition now runs in Citrix Virtual Apps & Desktop (C-VAD 7 1912 LTSR).
-|LocalContent=Citrix Virtual Apps support. Workspace Agent Desktop now runs in Citrix Virtual Apps & Desktop (C-VAD 7 1912 LTSR).
+|LocalContent=Citrix Virtual Apps support. Agent Workspace now runs in Citrix Virtual Apps & Desktop (C-VAD 7 1912 LTSR).
 }}
 {{Issue
@@ Line 225: / Line 225: @@
 [PEC]:
-Workspace Agent Desktop can now complete transfers of secondary consultation calls (a consultation call on a consultation call) when the transfer of the original call to the first consultation target has been completed before the secondary transfer call is answered. Previously, when the transfer to the first consultation target was completed before the secondary transfer call was answered, it was not possible to complete the transfer of the secondary consultation call.
+Agent Workspace can now complete transfers of secondary consultation calls (a consultation call on a consultation call) when the transfer of the original call to the first consultation target has been completed before the secondary transfer call is answered. Previously, when the transfer to the first consultation target was completed before the secondary transfer call was answered, it was not possible to complete the transfer of the secondary consultation call.
 [PREM]:
 Workspace Web Edition can now complete transfers of secondary consultation calls (a consultation call on a consultation call) when the transfer of the original call to the first consultation target has been completed before the secondary transfer call is answered. Previously, when the transfer to the first consultation target was completed before the secondary transfer call was answered, it was not possible to complete the transfer of the secondary consultation call.
-|LocalContent=Workspace Agent Desktop can now complete transfers of secondary consultation calls (a consultation call on a consultation call) when the transfer of the original call to the first consultation target has been completed before the secondary transfer call is answered. Previously, when the transfer to the first consultation target was completed before the secondary transfer call was answered, it was not possible to complete the transfer of the secondary consultation call.
+|LocalContent=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.
 }}
 {{Issue

@@ Line 7: / Line 7: @@
 |Highlight=Agents can now dial both their personal and group voice mailboxes.
 |ReleaseNumber=9.0.000.81
 }}
 {{JiraIssue