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Known Issues and Recommendations

Frontline Advisor

The Known Issues and Recommendations section is a cumulative list for all 9.0.x releases of Frontline Advisor. This section provides the latest information on known issues and recommendations associated with this product. It includes information on when individual items were found and, if applicable, corrected. The Resolved Issues section for each release describes the corrections and may list additional issues that were corrected without first being documented as Known Issues.


See also Internationalization Issues.



Multi-byte languages are not supported.


If you run the Advisors dashboard(s) in Microsoft Internet Explorer in your enterprise, Genesys recommends that you disable the Compatibility View mode.


Currently, there is no Print button available for the Frontline Advisor dashboard.


The Frontline Advisor (FA) accessible dashboard might fail to load successfully while the FA hierarchy is being modified.

Workaround: Users can try reloading the accessible dashboard at a later time. You might find it helpful to adjust permissions to the FA hierarchy such that the dataset on the accessible dashboard is smaller. In that scenario, data is returned faster, which can reduce the likelihood that this issue will occur.


If the FA dashboard is paused, and the user changes hierarchy nodes in the Hierarchy pane while it is paused, the dashboard will not reload. Genesys recommends that users avoid changing the hierarchy node selection when the dashboard is paused.

Workaround: If a user selects a different node in the hierarchy while the dashboard is paused, the user must enable the dashboard ("unpause" the dashboard) to allow it to update. This can be done either before or after the node selection change.


The Frontline Advisor (FA) state metric "Logged On" (agents) does not update at the aggregation frequency configured in the FA administration console for state metrics. Instead, it updates at the aggregation interval set for performance metrics. All other state metrics update correctly. This issue affects all 9.0 versions of Frontline Advisor.

Workaround: To work around this issue, Genesys recommends that you create a new custom FA source state metric with the same configuration as the "Logged On" source metric and add a corresponding custom report metric, which you can then use to replace the default metric on the Frontline Advisor dashboard. The numeric value for this new custom version of the "Logged On" state metric updates at the frequency/interval configured for state metrics.

ID: GFA-5074 Found In: 9.0.000.03 Fixed In: 

When you change the preconfigured time profile interval on the Frontline Advisor page in the Advisors administration module, you might see an error message that indicates that the update to the SYSTEM Settings failed. If this happens, ignore the message (despite the message, the change is saved).

ID: GFA-5068 Found In: 9.0.003.04 Fixed In: 

Frontline Advisor hierarchy changes might be applied inconsistently when adding or removing agents from the same parent elements multiple times while the hierarchy is being reloaded (manually or during the nightly reload).

Workaround: If you find an inconsistency in the hierarchy, Genesys recommends that you reload the hierarchy, either manually or by waiting for the nightly reload. It is best to do the hierarchy reload when there is a low volume of changes being applied to the hierarchy.

ID: GFA-5041, GFA-4626 Found In: 8.5.101.17 Fixed In: 

High Availability (HA) configuration of Frontline Advisor might not work properly when configured with other HA-capable applications within the same Advisors Platform installation (that is, the same Tomcat servlet container).

Workaround: Install no other Advisors components in the same Platform installation as the Frontline Advisor Primary or Backup instance. In particular, avoid the installation of Advisors Web Services, Workforce Advisor, and Contact Center Advisor in the same Platform installation as a Frontline Advisor Primary or Backup.

ID: GFA-5038 Found In: 9.0.000.06 Fixed In: 9.0.000.10

The Frontline Advisor hierarchy fails to show in the dashboard when you set user access permissions only on the subfolders in the Agent Groups or Persons directory in your Genesys configuration interface. For a user to see the hierarchy in the Frontline Advisor Hierarchy pane, you must set Read permission for that user starting at the root level of the Agent Groups or Persons folder (be sure to check the Propagate box).

ID: GFA-5004 Found In: 8.5.202.09 Fixed In: 9.0.000.10

Most metrics without calculated values will be displayed as having the dash ("-") value on the Frontline Advisor (FA) dashboard. There is currently no distinction between metrics that are not applicable to their associated object (normally displayed with value "N/A") and metrics that have no value for any other reason (displayed with the value "-").

ID: GFA-4907 Found In: 8.5.202.09 Fixed In: 

Frontline Advisor continues to include the Call Type and Current Skill agent-level state metrics in Column Chooser, however these two metrics are no longer supported. Previously, these metrics were supported only on Cisco environments using Advisors Cisco Adapter (ACA), support for which has ended. The metrics display no data in a deployment that uses Advisors Genesys Adapter (AGA).

ID: GFA-4887 Found In: 8.5.202.09 Fixed In: 

Thresholds for custom "current"/point-in-time time profile metrics are not evaluated and do not trigger alerts. Default (out-of-box) "current"/point-in-time time profile metrics thresholds continue to work as expected.

ID: GFA-4212 Found In: 8.5.000.10 Fixed In: 

When Frontline Advisor (FA) is restarted without restarting the Advisors Genesys Adapter, only changes reported by Stat Server from the moment FA is restarted are shown. The dashboard accounts for changes only for the activities that have changes that started after the moment of restart. To force the dashboard to reset so it will display the entire snapshot of statistics, all AGA instances must be restarted whenever FA is restarted.

ID: GFA-4181, GFA-4112 Found In: 8.5.000.04 Fixed In: 

Some FA team-only metrics will not be available for editing in the Advisors Administration Report Metrics Manager by default with normal permissions.

Workaround: Add the following Role-Based Access Control (RBAC) permissions objects and give Administration users permission to them.
Under Business Attributes > Advisors Metrics > Attribute Values > Frontline Advisor > Teams, add the following:
FrontlineAdvisor.Team.All.tnotReady
FrontlineAdvisor.Team.All.thold
FrontlineAdvisor.Team.All.tready
FrontlineAdvisor.Team.All.ttalking
FrontlineAdvisor.Team.All.twrap
FrontlineAdvisor.Team.All.tlogged
FrontlineAdvisor.Team.All.tawnr

ID: GFA-4166 Found In: 8.5.000.10 Fixed In: 9.0.002.09

In the Column Chooser, the Channel column in both the Available Metrics and Selected Metrics panes fails to sort correctly when you click the column heading. If you install the release 9.0.000.10 Hot Fix patch, you might continue to experience the issue, but only occasionally. In Genesys testing, the issue occurred sometimes after switching libraries, for example.

ID: CAWU-12874, CAWU-13127 Found In: 8.5.202.09 Fixed In: 


Internationalization Issues

Information in this section is included for international customers. Release numbers in the Found In and Fixed In fields refer to the English (US) release of Frontline Advisor unless otherwise noted in the issue description.




There are no internationalization issues for this product.



This page was last edited on December 3, 2020, at 16:01.
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