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Agent Desktop (V.9)

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

April 18, 2019 (

What's New

Automatic failover

  • To maintain business continuity, the application now automatically connects to a backup environment when the connection to the primary environment is lost.

Agent state 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. These capabilities allow supervisors to prevent interactions from being routed to agents who have left the workstation without properly exiting the application or changing their readiness state.

Resolved Issues

  • Agents can now search for internal targets in Team Communicator using the target's DN. (GAPI-2128)
  • Agent Desktop no longer displays the content of two email interactions in the same interaction view (GAPI-12298)
  • You can now search for alternate names for Corporate Favorites in Team Communicator when the alternate name is displayed in parentheses. Previously, the search worked only when there was a space between the parentheses and the alternate name. (GAPI-12423)
  • If the application disconnects from the server, agents are automatically logged out after 30 minutes if the application does not reconnect. (GAPI-12720)

April 4, 2019 (

What's New


  • To help us serve you better, it is now possible for users to provide feedback when they observe minor issue while using the application. In the event of a major issue, such as total application or browser failure, the user is provided with the opportunity to submit feedback the next time they log in.

My Agents Workbin and Interaction Queue

SMS interactions


Resolved Issues

  • Spaces are now supported for the names of custom attributes based on an enum for advanced searches in the My History, Contact History, and Interaction Search views. (GAPI-12453)
  • Corporate Favorites and search results in Team Communicator can now include routing points with names that contain non-numeric characters. (GAPI-12297)
  • The tooltip for the 'End Coaching' button for a current call or chat has been corrected from 'End Monitoring' to 'End Coaching'. (GAPI-12319)

March 14, 2019 (

What's New

Focus-time reporting support

  • For scenarios where an agent is handling several simultaneous interactions on different channels, Agent Desktop now tracks the duration for which each interaction is actively being worked on (in focus) to better support accurate reporting of the agent’s time spent per interaction.

Support for Genesys Co-browse

  • Agents can now assist contacts by jointly navigating web pages in a synchronized browsing session with Genesys Co-browse.
  • Contacts can grant agents control of the browsing session using the "write mode".
  • For privacy and security, the service can be configured to mask sensitive data from the agent's view and to prevent actions on specified controls.

Resolved Issues

  • Agents can now correctly reply to email interactions. Previously, the reply operation sometimes failed due to an issue between internal email system configurations and Agent Desktop. (GAPI-11878)
  • Team Leads can now start Agent Desktop supervision in coaching mode in any deployment environment. Previously, in certain environments, Agent Desktop supervision started in silent monitoring mode instead. (GAPI-11871)
  • Team Communicator now correctly displays the state of an agent who is in 'After Call Work' state. Previously, the agent's state was shown as 'Not Ready'. (GAPI-11820)
  • Transfer of email, chat, and other eServices interactions to an Interaction Queue is now working correctly. Previously, attempting to transfer any eServices interactions to an Interaction Queue resulted in an error. (GAPI-11678)
  • You can now restrict the file type of email attachments. (GAPI-10820)

February 28, 2019 (

What's New

Interaction enhancements

  • Interaction history, workbin, and interaction queue enhancements:
    • Agents can open 'in-progress' emails and workitems. This capability allows agents to respond in real-time to queued and outstanding customer inquiries.
    • Agents can mark as Done interactions that do not require a response.

Resolved Issues

  • The chat toolbar now correctly blinks when a new chat message is added to the transcript of a collapsed or non-active chat interaction. Blinking stops if the agent passes the mouse pointer over the collapsed or non-active interaction. (GAPI-10856)
  • If the Voice server goes down during an agent session, the Voice channel status is, correctly, out of service, even after a refresh. Previously in this scenario, refreshing the browser displayed the voice channel in the state it was in before the server went down, even if it was still out of service. (GAPI-10812)
  • Team Communicator now returns complete and consistent results when an agent searches for Agent Groups. (GAPI-3830)
  • Internal contacts that are designated as Corporate Favorites now correctly display as Corporate Favorites in Team Communicator. (GAPI-3614)
  • Agents can now complete voice conferences when the agent is allowed to make two-step conferences, but not one-step conferences. (GAPI-11391)
  • Session authentication now provides protection against login conflicts with an additional verification to ensure users belong to the correct tenant. (GAPI-11593)

January 31, 2019 (

What's New

Chat enhancements

  • Agents can now receive and send emojis by selecting from a list during chat interactions.
  • Asynchronous chat enables agents to continue a chat session after the initial interaction is ended by using the new Conversation tab in the interaction window or the new Communication tab in the Connect group.

Facebook support

  • The Facebook channel enables agents to engage in private chat sessions with Facebook Messenger users and public sessions with Facebook users. This enables you to monitor and respond to public posts and replies to your organization's Facebook page in a timely manner.

Twitter support

  • The Twitter channel enables agents to engage in private chat sessions with Twitter Direct Message users and public sessions with Twitter users. This enables you to monitor and respond to public Tweets and replies to your organization's Twitter page in a timely manner.

Resolved Issues

  • Agent Desktop no longer displays a Bad Request error when agents mark voice interactions as Done. (GAPI-11090)

January 17, 2019 (

What's New

Last agent routing support

  • Agent Desktop can be set up to remember the last agent who communicated with a contact. This capability ensures that future interactions can be routed to the same agent to maintain the continuity of the conversation.

December 14, 2018 (

What's New


  • Support for voice interactions:
    • Receiving calls
    • Making calls
    • Call recording
    • Call transfer, conference, and consultation
    • Call hold
    • End call
    • Mark done
    • Call case information
    • Call disposition
    • Call notes
  • Support for Genesys Softphone 9.0


  • Support for email interactions:
    • Email media state control (including ready, not ready, and logon/logoff)
    • Inbound email screen-pop
    • Auto accept and interaction preview with manual accept and reject
    • Initiate new email from Team Communicator, contact directory, and interaction parties area
    • Support for To, Cc, Bcc with ability to restrict Cc and Bcc
    • Standard email interaction controls, including: Reply, Reply all, Save to Workbin, transfer, and Mark Done
    • Auto signature insert
    • Support for text and HTML format with text editor
    • Ability to configure default font size and type
    • Retrieve and insert attachments
    • Spelling check using browser's native spelling checker
    • Retrieve email from workbin
    • Capacity rule support
    • Email in contact's interaction history
    • Email disposition and note
    • Email case information
    • Enables agents to forward email to one or multiple external recipients who are not using Genesys Email. Agents can add an additional comment prior to forwarding when needed.

Web Chat

  • Support for Web Chat interactions:
    • Web chat state control (including ready, not ready, and logon/logoff)
    • Inbound web chat screen-pop
    • Auto accept and interaction preview with manual accept and decline
    • Web chat interaction control, including send, end, mark done, consultation, transfer, and conference
    • Cancel chat consultation to queue
    • Delete party from conference
    • Customer/Agent "is typing" notification
    • Agent nickname configuration
    • Notification of a pending response to a contact
    • Spelling check using browser's native spelling checker
    • Capacity rule support
    • Web chat in contact's interaction history
    • Web chat disposition and note
    • Web chat case information

Open Media Task Routing

  • This generic UI framework allows custom media types such as faxes, scanned documents, and tasks to be routed to agents for processing. Included capabilities are:
    • Media logon/logoff and readiness state control
    • Interaction preview with manual or auto accept and decline
    • Transfer, save to personal workbin, and mark done
    • Enter disposition and note
    • Contact’s interaction history tracking

Outbound Campaign

  • View listing of call campaigns which are assigned to the agent
  • Notification of campaign loaded, start, and stopped
  • Support for Outbound Campaign pull preview mode:
    • Retrieve call record from start notification, campaign listing, and at completion of a previous call
    • Decline a preview record prior to placing the call with selection of how the record is to be treated
    • Click to dial the provided phone number, with the ability to select an alternate number (if available) during the preview phase
    • Request next record, stop, and resume retrieval of a preview record
  • Support for Outbound Campaign Predictive and Progress modes
  • View list record attributes prior to and during a call
  • Flag a record as 'Do Not Call'
  • Call result and interaction disposition
  • Standard voice call control when a call is successfully made
  • Outbound Campaign case information

Contact profile and interaction history

  • Contact directory search, contact creation, contact assignment, contact profile editing, contact deletion, and contact interaction history.
  • Ability for agents to mark done interactions that do not require a response.
  • Open “In Progress” emails and workitems from the contact interaction history. This capability allows agents to respond in real-time to queued, outstanding customer inquiries.

Interaction history search

  • Quick search
    • This new feature allows an agent to perform keyword searches of contact's and the agent’s own interaction history. Quick search is a feature that appears in Contact History, Interaction Search, and My History views.
    • Agents can search for interactions using keywords within the details of an interaction, such as the chat transcript, email body, email subject, interaction note, and other interaction attributes.
  • Advanced search
    • A new module enabling agents to search for historical customer interactions within and outside the context of the My History and Contact History views.
    • Agents can specify multiple search attributes and conditions when searching. Search attributes include:
      • System interaction attributes such as 'processed by', 'dates', 'media types', 'status', and 'email addresses'
      • Business attributes stored as attached data key-value pairs
      • Specific text within the email body, the web chat transcript, the subject, and the notepad
      • Specific date range using the 'Between' operator

My Interaction History


  • Performance Tracker for agent KPIs
  • Contact center statistics viewer
  • You can now configure Agent Desktop to allow agents to select one statistic to be visible at all times while the application is in focus.

Standard Responses



  • Voice
    • Supervisors can initiate monitor with possibility to barge-in interactions between an agent and contact.
    • Supervisors can whisper coach agent during an interaction with contact.
  • Web Chat
    • Supervisors can now monitor, coach, and barge-in interactions between agents and contacts.
    • Supervisors can switch between various supervision modes (monitor, coach, and barge-in).
  • Email
    • To ensure outgoing emails are of consistent quality, certain emails from agents to customers are selected by the system to be reviewed by a supervisor before being released by the system. These emails can be routed to an available supervisor in real-time or to a supervisor’s workbin.
      During the review, supervisors can approve or reject emails sent by agents to customers. Supervisor can make minor edits when approving or provide comments to the sending agent when rejecting an email.
  • Agent Workbin and Interaction Queue
    • Capability for supervisors to view interactions within interaction queues and their agent’s personal workbins
    • Ability to select interaction from an agent’s personal workbin and move it to another agent’s workbin or interaction queue
    • Ability to select interaction from an interaction queue and move it to another agent’s workbin or interaction queue
    • Mark interaction as Done
    • Delete agent’s draft email


  • A sidebar navigation toolbar offers quick access tools that can be used at any time, such as Team Communicator, voicemail, and messages and other notifications.
  • Introduction of the top-level navigation bar to include support switching between different agent task and support views.


  • It is now possible to customize the top navigation bar to include custom third-party party web content.
  • It is now possible to customize the side bar to include custom icons which allow agents to view 3rd party web content.


  • Support for Single Sign-on through OAuth2, and two-step sign-on process.


  • Allows you to control enabling/disabling usage of geolocation, midi, encrypted media extension, microphone, and camera within iframe.

Known Issues

  • The contact search results for a given search criterion currently differ between Team Communicator and Contact Directory. (GAPI-6245)
  • Limitation: Agents cannot search on email address domains in the Contact Directory. Agents can only search on whole email addresses. (GAPI-5869)
  • Limitation: In Team Communicator, the tooltip for the Call button for internal calls displays the target agent ID rather than the target DN. (GAPI-5241)
  • Limitation: Agents cannot place calls to other agents who are not logged in, except by directly calling the extension. (GAPI-3627)
Retrieved from "https://docs.genesys.com/Documentation:PSAAS:RN:AD:Public (2019-04-23 19:36:26)"
This page was last modified on April 18, 2019, at 10:51.


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