Documentation:PSAAS:RN:AgentDesktop:Public

Agent Desktop (Web Services and Applications)

Note: Not all changes listed below may pertain to your deployment.

• January 16, 2018 (8.5.201.99 UPDATE)
• November 13, 2017 (8.5.201.99)
• October 16, 2017 (8.5.201.95)
• September 21, 2017 (8.5.201.91 UPDATE)
• September 18, 2017 (8.5.201.91)
• August 21, 2017 (8.5.201.87)
• July 17, 2017 (8.5.201.84)
• June 19, 2017 (8.5.201.80)
• April 17, 2017 (8.5.201.71)
• April 11, 2017 (8.5.201.66 UPDATE)
• March 28, 2017 (8.5.201.66)
• Known Issues
• Archive

January 16, 2018 (8.5.201.99 UPDATE)

What's New

Resolved Issues

• Refreshing the Agent Desktop browser page during login can result in the connection to Screen Recording Client not being established. When the connection issue is detected, agents are requested to provide their password again to re-establish the connection. Previously, Agent Desktop did not request agents to re-enter their password and the connection was not re-established. (HTCC-28935)

November 13, 2017 (8.5.201.99)

What's New

In-line forwarding

• In-line forwarding from History: Agents can now forward from the History view, inbound and outgoing email interactions that are in the 'Done' state.
• In-line email forwarding: This feature allows agents to forward an email as part of the body of an email instead of as an attachment. This enables agents to add comments and attachments before sending the forwarded email.

Browser support

• Microsoft Edge on Windows 10 operating system.

Resolved Issues

• Agent Desktop now correctly populates the From field of reply email interactions. Previously, the From field sometimes used the default address. (HTCC-27300)

October 16, 2017 (8.5.201.95)

What's New

Resolved Issues

• The interaction duration timer that is displayed in the toolbar of chat interactions now starts when the interaction is accepted by an agent. Previously, the timer started when the interaction entered the queue. (HTCC-27707)

September 21, 2017 (8.5.201.91 UPDATE)

What's New

Resolved Issues

• Agents can now reply to an inbound email in environments that have only a single 'From' address to choose from in the list of From addresses used for outgoing email. (HTCC-28336)

September 18, 2017 (8.5.201.91)

What's New

Resolved Issues

• Agents, when they look at the contact history, can no longer see that a call was silently monitored by a supervisor. (HTCC-28024)
• Agent Desktop now takes into account HTML standard responses in all cases. Previously, sometimes Agent Desktop used the plain text part of the response instead of the HTML, causing the response to not display as expected. (HTCC-27743)

August 21, 2017 (8.5.201.87)

What's New

Password authentication

• SIP Server password authentication support with Agent Desktop and Softphone

  If you have a DN configured, Agent Desktop can now pass authentication information to the Softphone so it can securely log in to SIP Server.

Resolved Issues

• When placing calls to parties outside of your contact center, if an agent dials a number that includes dashes, spaces, brackets or other non-numerical characters, the number is now converted to a correctly formatted phone number in all scenarios. Previously Agent Desktop attempted to dial the number, including the non-numerical characters, causing the call to fail. (HTCC-27922)
• Agent Desktop Team Communicator no longer incorrectly reports missed calls in the list of Recent calls after the list of target types is updated. (HTCC-27914)
• Agents can now change their state from either the My Channels tab or the Global State menu when there are issues in the environment. Previously, some states were missing from these areas. (HTCC-27931)

July 17, 2017 (8.5.201.84)

What's New

• Agent Desktop introduces the new Genesys branding in the user interface.

Resolved Issues

• On Internet Explorer, the scrollbar in Team Communicator is now available, if needed. Previously, the scrollbar wasn’t appearing even if there were more items than currently displayed. The only way to access those items was to use the mouse wheel or arrow keys. (HTCC-27745)
• When configuring a signature in an HTML standard response, Agent Desktop no longer inserts empty lines for each carriage return. (HTCC-27743)
• Agent Desktop now cancels the After Call Work state for business calls when the agent switches from After Call Work to Not Ready or Ready if the call is established. (HTCC-27726)
• Agent Desktop now correctly handles web content specified in the configuration. Previously, these URLs were encoded incorrectly and could not be displayed. (HTCC-27712)
• Auto answer is now disabled for inbound calls if there is already an active call. (HTCC-27667)
• The "Cancel the invitation" hyperlink is no longer displayed to the target agent during a single-step conference if this agent was previously engaged in a chat consultation. (HTCC-27637)
• Agent Desktop now correctly aligns text in columns with column heads. (HTCC-27317)

June 19, 2017 (8.5.201.80)

What's New

Resolved Issues

• Agents can now complete conferences or transfers of calls to parties that they are consulting with when the Team Communicator filter is set up without any internal targets (Agent, Agent Group, Routing Point, or Skill). (HTCC-27443)
• When agents use the keypad to dial numbers, the tones played are now correct. (HTCC-27428)
• For Microsoft Internet Explorer users, while running the Service Client API for toasts with Agent Desktop pinned in the Windows Task Bar, the exclamation point symbol is no longer displayed on top of the Agent Desktop Task Bar icon. (HTCC-27562)

April 17, 2017 (8.5.201.71)

What's New

Browser support

• Google Chrome browser version 54+
• Firefox browser version 45+

Case information links

• Clicking links in case information now opens targets in the same browser window or tab.

Resolved Issues

• You can now use the underscore character ("_") in Team Communicator searches for agents, agent groups, virtual agent groups, routing points, and skills. The underscore character cannot be used in an agent username. (HTCC-11594)

• Not Ready state Reason codes are now correctly managed during logout and login. Previously, if an agent logged out after setting a Not Ready Reason code then logged back in, the previous Not Ready Reason code was incorrectly retained after login. (HTCC-25532)

April 11, 2017 (8.5.201.66 UPDATE)

What's New

Resolved Issues

• Routing Points can now be used as Personal Favorites. Previously, creating a Routing Point as a Personal Favorite could result in no Favorites (Corporate or Personal) being displayed the next time the agent logged in. (HTCC-27005)

March 28, 2017 (8.5.201.66)

What's New

Resolved Issues

• When an agent receives an interaction notification and a toast native to the browser is displayed on top of the Agent Desktop notification, the agent can now close it by clicking on it. (HTCC-26894)

Known Issues

• Limitation: To use Microsoft Edge for Windows 10 with Genesys Softphone Dynamic Configuration Connector and Genesys Interaction Recording (GIR) Screen Recorder, you must disable loopback for Edge. You can accomplish this by executing the following command to disable loopback for Edge (this requires admin rights): CheckNetIsolation LoopbackExempt -a -n="Microsoft.MicrosoftEdge_8wekyb3d8bbwe"

• Limitation: The following characters are not supported for the 'id' of Corporate Favorites :?|{}[]()"\,

• In Genesys Softphone environments that use dynamic sign-on, the Genesys Softphone must be started before authentication or Agent Desktop becomes stuck. (HTCC-28645)

  Workaround

  Start Genesys Softphone then refresh Agent Desktop.

• If Microsoft Internet Explorer 11 becomes unresponsive while an agent is handling a voice interaction, ask Genesys to disable speaker and microphone volume control. (HTCC-28659)

• Monitoring does not start and Agent Desktop freezes if a supervisor starts monitoring an agent from a Team Communicator Favorite and the favorites are sorted by category. (HTCC-28263)

  Workaround

  The supervisor should refresh the browser.

• Limitation: If a user closes his or her browser or if the browser crashes with a released voice interaction still open, it will remain in the “In Progress” state. It is not yet possible to apply “Done” to voice interactions in the History view. (HTCC-17820)

• Sometimes the Consultation button may not be displayed. (HTCC-17634)

• Agents are able to Mark Done interactions that are in Workbins without first specifying a disposition, even if dispositions are configured to be mandatory. (HTCC-16891)

• If a user sets his or her status to Do Not Disturb from Ready, a Team Lead or Supervisor using the My Agents tab cannot change the agent state to “Ready”, and does not receive a warning message to describe why the agent state remains as “Not Ready”. (HTCC-19402)

• When a Team Lead or Supervisor ends an agent session using the My Agents view, unsaved information on the agent side is lost. (HTCC-19394)

Archive

[+] Click to show archived release notes

January 30, 2017 (8.5.201.61)

What's New

In Progress emails

• Agents can now open “In Progress” emails from the contact interaction history. This capability allows agents to respond in real time to queued, outstanding customer inquiries.

Login improved

• Agents can now login to Agent Desktop if at least one media is available. Previously, if one of the assigned media channels was not available, agents could not login.

Dialling

• Agents can now manually dial agents and routing points, even if these are configured to be excluded from the list of favorites available to the agent.

Place recall

• Agent Desktop now remembers the most recently used Place and suggests it to the agent at the next login. Previously, agents had to fill in the Place for every session login.

Team Communicator

• The Corporate Favorite list can now be overridden by a routing strategy to allow greater target selection flexibility in the Team Communicator.

Resolved Issues

• Browser zoom is now correctly supported. Previously, a warning message was displayed if the browser zoom wasn't set to 100 percent. Other display issues could also occur. (HTCC-25148)
• Agent Desktop now displays an improved error message if a default place is set for an agent, but the agent specifies a different place during login in environments where agents cannot change their place. (HTCC-25124)
• When the list of statistics is refreshed in Contact Center Statistics, Agent Desktop now correctly scrolls the list to display the objects that were being displayed before the refresh. Previously, when the list of statistics was refreshed, Agent Desktop scrolled to the top of the list. (HTCC-25107)
• When a voice consultation is started from a multimedia interaction, such as chat or email, the notes recorded for the multimedia interaction are now correctly added in the notes for the voice consultation. (HTCC- 25631)
• Agent Desktop no longer plays a tone when a chat interaction is selected in the History tab. (HTCC-25771)
• Agent Desktop now supports global and individual media state management through the My Agents tab for multimedia-only agents. (HTCC-25909, SAASNOC-32295)
• Agents can now see the details of selected interactions in the Contact History and My History views for all pages in the search results. Previously, details were available only for results displayed on the first page of these views. (HTCC-25701)
• Agents can now launch a new session of Agent Desktop immediately after closing the previous one. Previously in this scenario, the new session wasn't fully initialized resulting in unexpected behavior. (HTCC-24943)
• When marking a call or a chat done without selecting a disposition while dispositions are mandatory, the warning message displayed is now in the format: "You must select a '<Business Attribute Display Name>' before closing", where '<Business Attribute Display Name>' is the configured business attribute display name. (HTCC-25595)
• For the Service Client API, the operationName attribute of events related to the Do Not Disturb state is now set to DoNotDisturbOn instead of the previous state. (HTCC-26136)

November 14, 2016 (8.5.201.50)

What's New

Accessibility compliance

• The following Agent Desktop features are Web Content Accessibility Guideline (WCAG) 2.0 level A compliant for people with disabilities:

  Web Chat

  Email

  Outbound Campaign

  Agent Workbin and Interaction Queue Management

  Standard Response Library

Advanced interaction search

• Advanced interaction search is a new module allowing users to search for historical customer interactions within and outside the context of the 'My History' and 'Contact History' views. This capability allows users specify multiple search attributes and conditions when searching.

Invoke Agent Desktop toasts

• You can now use Service Client API to invoke toasts within Agent Desktop that have the ability to allow users to act or decline.

Citrix support

• Citrix XenApp 7 and Citrix XenDesktop 7 support.

Resolved Issues

• The voicemail bell/tone now correctly plays when a new voicemail is received. (HTCC-23603)
• If changing the agent state on the voice channel fails and digital channels were specified in the request, Historical Reporting continues to work. Previously in this scenario, Historical Reporting failed. (HTCC-24728)
• Supervisors can now monitor agents on the Chat channel who have specified a place during login. This also includes Hot Seating environments. (HTCC-24528)
• The Call Monitoring icon is now correctly displayed when a call is being both monitored and recorded. Previously, the Call Monitoring icon was not displayed to an agent while the call was being recorded, only before or after recording. (HTCC-24511)
• In the My Statistics view, only the 'Objects' column can be used to sort the statistics; and in the Contact Center Statistics view, only the 'Contact Center Resource' column can be used to sort the statistics. Previously, the other column heads could be clicked on, even though they were not sortable. (HTCC-24389)

October 17, 2016 (8.5.201.45)

What's New

Accessibility compliance

• The following Agent Desktop features are Web Content Accessibility Guideline (WCAG) 2.0 level A compliance for people with disabilities:

  Inbound voice

  Voice recording controls

  Voicemail

  Team communicator

  Contact directory

  Contact profile and interaction history

  My history

  My channels

  My messages

  My statistics and contact center statistics

  Note and Disposition

  Supervisor voice monitoring, coaching, and barge-in

  My agents

Resolved Issues

• In environments that use SAML, during login, if an agent makes a mistake while entering his or her Place during login, Agent Desktop now correctly displays an error message requesting the agent to enter the correct Place. Previously, the agent was redirected to a dead-end page. (HTCC-23207)
• Agent Desktop no longer generates duplicate SAML authentication requests, which led to a login failure. (HTCC-23006)
• When another party hangs up on a consult, the RELEASED event is now triggered in the Service Client API. (HTCC-23163)
• If overriding attached data is added while an interaction is active, the overrides are now correctly taken into account. Previously in this scenario, the overriding options were taken into account only if the overriding attached data was within the interaction when the interaction was received by the agent. (HTCC-22678)
• Statistics of type Float are now rounded to two decimal places. (HTCC-23147)
• When a horizontal scrollbar is displayed in either My Statistics or Contact Center Statistics views, the horizontal scrollbar now correctly scrolls the table contents and column headers. Previously, the scrollbar only scrolled the table content, not the column headers. (HTCC-23096)
• When an agent sends an email to a customer using an email display name, the display name now correctly displays any capital letters when the customer receives the email. Previously, capital letters from the display name were replaced with small letters when the customer received the email. (HTCC-23406)
• Contact Center Statistics are now correctly displayed if the name of the statistic object contains an '&'. Previously, the use of special characters in the name of statistic objects prevented statistics from being displayed. (HTCC-22908)
• If an agent double-clicks on the dial button in Team Communicator, Agent Desktop no longer sends a second dial operation. Previously, this action resulted in a warning message. (HTCC-23587)
• In multi-switch environments, Agent Desktop no longer duplicates favorites that are related to routing points if the routing points are configured in both switches and no switch is specified in the favorite. (HTCC-23633)
• There is no longer a delay in the My Agents view when the user navigates to another page. (HTCC-24043)
• Supervisors can now sort the interactions in the 'My Interactions Queues' view by clicking column headers in the interaction list table. Previously, clicking on a column header in this view did not apply sorting. (HTCC-24016)
• If incoming email doesn't have a proper 'From' address, when an agent replies, the reply is generated with an empty 'To' address, requiring the agent to type it in. (HTCC-23142)
• The Case Data tab now displays the correct name of each disposition code. Previously, the Case Data tab displayed a business attribute name instead of the display name of the disposition. (HTCC-23520)
• Previously, the Chat Pending indicator incorrectly restarted when the contact sent a new message. Now, the Chat Pending indicator only restarts after an agent sends a new message. (HTCC-23637)

August 15, 2016 (8.5.201.37)

What's New

Resolved Issues

• When no thresholds are configured from Agent Setup, Agent Desktop no longer displays alarms in the My Statistics and Contact Center Statistics tabs. (HTCC-22286)
• When an administrator sets a single queue for the list on login, this queue is now applied automatically. Previously, the queue wasn't taken into account and it was not possible for the agent to fill it in manually. (HTCC-22907)
• In the My Agents view, supervisors no longer see all agents when he or she isn't configured as the supervisor for any Agent Group. (HTCC-22761)
• Interaction disposition is no longer reloaded every time an interaction is displayed as default behavior. To view the disposition updates done during an agent session, the agent should refresh the browser or wait for the next refresh to occur. ( HTCC-22792)
• Skills are no longer displayed in the My Statistics view as the related information isn't available from the platform. (HTCC-22866)

July 18, 2016 (8.5.201.33)

What's New

Resolved Issues

• The list of standard responses in the Responses view is no longer empty or incomplete after server startup. (HTCC-18168)
• Previously, if an agent refreshed the web browser while handling a call, an issue occurred with the direction parameter in the Service Client API. Agent Desktop was not able to determine the direction of the call. Now, Agent Desktop identifies direction as follows:

  If the callType is Inbound, the direction as IN.

  If the callType is Outbound, the direction as OUT.

  However, after the call is transferred or some other operations, the direction might still be incorrect. In scenarios where the callType is Consult or Internal, Agent Desktop does not know the call direction; therefore, the direction is set to UNKNOWN. (HTCC-22463)

• Previously, when the Responses Explorer contained more than one sub-category or more than two nodes in the expandable/collapsible list, an issue occurred where Agent Desktop did not properly display these options. This problem is now resolved. (HTCC-22467)

June 28, 2016 (8.5.201.29 UPDATE)

What's New

Hot Seating

• Hot Seating is now supported with Genesys Interaction Recording (GIR) screen recording.

Resolved Issues

• Corporate Favorites based on Agent, Skill, Routing Point, Interaction Queue, Agent Group, and Virtual Agent Group are now available in Team Communicator. Previously, only the first ten Corporate Favorites configured for each object were used by Team Communicator. (HTCC-22591)

June 20, 2016 (8.5.201.29)

What's New

Interaction history enhancements

• Display of custom interaction attribute(s) in the Interaction History. Previously, only standard interaction attributes, such as status, subject, start date, and end date could be displayed in the Interaction History table. It is now possible for system administrators to configure additional custom interaction attributes to be displayed. This capability allows agents to have more detailed information prior to selecting an interaction on which to focus, leading to improved efficiency.
• A note is automatically created in the Interaction History when a voice call is transferred to, or conferenced with, another agent.

Case information enhancement

• Administrators can configure case information fields so that they are required to be filled in by the agent when the agent marks an interaction as done. This capability allows your business to capture critical business data for further analysis.

Outbound Campaign enhancement

• Support for Predictive and Progressive ASM (Active Switching Matrix) mode. ASM enhances the capability of Outbound Campaign Predictive and Progressive modes by reserving the agent before the call is connected. This mode allows the agent to be connected with the customer as soon as the customer answers the call.

Miscellaneous enhancements

• User feedback. Agents now have the capability to provide feedback when they encounter a problem with the application. The application automatically submits the browser log for further processing.
• Automated feedback. Occasionally the application might experience disconnection from the backend servers. If this occurs, a browser log is automatically collected. Agents are asked if they want to submit the collected information when the application re-establishes connection.
• Application rebranding support. You can now configure the application to display a custom company logo instead of the default Genesys branding.

Resolved Issues

• Previously, when the Contact Center Statistics or My Statistics panels were displayed, memory used by the browser where Agent Desktop was running grew quickly. After a certain period, the application became unresponsive and the browser needed to be closed and restarted in order to proceed. This issue no longer occurs. Memory no longer grows in such situations and the application is responsive even after a long period of time. (HTCC-21970)
• My Team Workbin currently shows all supervised agents with their associated workbins. Previously, the list of agents could be empty or limited to only 10 agents only. (HTCC-21688)
• When a supervisor switches from monitoring or coaching to barge-in mode, both the Note and Disposition tabs are displayed and currently fully accessible. Previously, when the supervisor selected the Note tab, it was no longer possible to show the Disposition tab. (HTCC-21984)
• An audible notification is now played on the Agent Desktop when a new Twitter interaction is directed to the agent. (HTCC-21748)
• When a supervisor switches from monitoring to coaching on a chat interaction, the supervisor can see the chat transcript in the coaching view. Previously, this chat transcript was empty. (HTCC-22029)

May 16, 2016 (8.5.201.25)

What's New

Resolved Issues

• The Team Communicator now displays the expected result if a search matches agents using a certain channel of interaction. Previously, if one of the matched agents was using this channel of interaction, no result was returned. (HTCC-21226)
• For the Contact Directory in list mode, email addresses presented in the drop-down list are no longer truncated by the right panel that provides details of a contact. (HTCC-21183)
• Agents are no longer logged out after their desktop session restarts. (HTCC-21140)
• Standard Response Root Categories are no longer duplicated. (HTCC-21195)
• The Reply button is no longer displayed for Direct Messages from Twitter and the agent is not able to reply through a status update. (HTCC-21627)

April 18, 2016 (8.5.201.20)

What's New

Chat enhancement

• During a chat session, a customer is now able to request to receive content by email while continuing with the chat session. This feature allows the agent to click on the customer-provided information to start an outgoing email to the customer.
• During a chat session, a customer is now able to request to be called at a specific number while continuing with the chat session. This feature allows the agent to click on the customer-provided information to start an outgoing call to the customer.

Interaction history search

• Agents are now able to perform keyword searches of customer or contact interaction history, as well as the agent's own interaction history.
• Agents are now able to use Quick Search to search for interactions using keywords within the content of an interaction, such as the chat transcript, email body, email subject, interaction note, and other interaction attributes.

Voice enhancement

• A conference call could involve multiple external parties during an interaction. System administrators are now able to configure the system to automatically disconnect all remaining external parties when the last agent departs the conference call.

Resolved Issues

• When the Agent selects a voice interaction in My History, the Workspace title from the main bar is no longer corrupted. Previously, some information from the selected interaction replaced the Workspace title. (HTCC-20956)
• For Social media, Agent Desktop no longer erases the comment after disposition code is set. (HTCC-20896)
• When the Agent Desktop is pinned in the task bar, disconnection no longer occurs when toast is displayed for inbound interaction or Outbound campaign notification. (HTCC-21124)
• Updated case data is lost when the agent edits a Case Information field, and immediately clicks the button to end up the interaction. To avoid this, click somewhere else within the Case Information section, after editing the Case Information field. (HTCC-21152)
• When an agent fails to log into the voice channel, but successfully logs into multimedia channels, the session is properly cleaned-up and the agents place is freed, allowing other agents to log in to the same place. (HTCC-20618)

March 21, 2016 (8.5.201.17)

What's New

Agent state

• Target agent detail state. Starting with this release when an agent searches for another agent in the Team Communicator, he or she can see the target agent’s detail state such as Ready, Busy, Not Ready, Not ready <reason>, and Logged Off. The former display of ‘Available’ and ‘Unavailable’ states are now obsolete.

Resolved Issues

• When an agent clicks a hyperlink from the inbound email, the related web page is displayed in another Browser window. Previously, the related web page replaced the inbound email view or if the hyperlink was HTTP, and not HTTPs, the view became blank. (HTCC-20583)
• Agent created unsolicited Facebook posts will now appear on Facebook. (HTCC-20739)
• When a call is monitored by a screen recording and a consultation occurs, the consultation is no longer attached to the screen recording. (HTCC-20429)
• Previously, when Agent Desktop was configured to prevent the agent from being notified that the current call is monitored by a supervisor, an issue occurred where the sound (a beep) was heard. This issue no longer occurs. (HTCC-20361)
• Blended agents with voice calls that contain screen recording will no longer appear ready to take interactions after they have logged off. (HTCC-20477)
• Agent Desktop no longer generates exceptions when reasons from the Global state menu contain special characters. (HTCC-20603)

February 22, 2016 (8.5.201.12)

What's New

Supervision

• Supervisors can view and update the status of their agents in real-time. Supervisors can change an agent's readiness state and, if necessary, log off an agent from all media channels.
• Agent state supervision allows supervisors to prevent interactions from being routed to agents who have left the workstation without properly exiting the application or changing their readiness state.

Voice supervision enhancement

• To assist agents that need immediate help with an in-progress customer interaction, supervisors can begin silent monitoring or coaching of calls already in progress.

Routing

• Agent Desktop can be configured to record the last agent who communicated with the customer. Future interactions can then be routed to the same agent to maintain the continuity of the conversation.

Security

• You can now configure Agent Desktop to automatically logout the agent after a period of inactivity.

Resolved Issues

• When an agent starts a chat consultation with an Agent Group or Skill, the "Invitation sent to Agent Group 'xxxx'" message in the chat transcript now disappears after a configured period of time. (HTCC-19284)

• Agent Desktop now identifies when a supervisor is coaching an agent by displaying the coaching status for the related party. Previously, the status was just connected. (HTCC-18894)

• Agent Desktop no longer identifies coaching as a conference. Previously, Agent Desktop used the conference icon in this use case. (HTCC-17837)