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Known Issues and Recommendations

Genesys Pulse Collector

The Known Issues and Recommendations section is a cumulative list for all 9.0.x releases of Genesys Pulse Collector. 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.



The default maximum number of channels allowed on a connection has been lowered from 65535 to 2047 in RabbitMQ 3.7.5 (see https://www.rabbitmq.com/changelog.html). The change might cause the following error in the Genesys Pulse Collector log:

ERROR (1368) RabbitMQSnapshotTransport: Connection attempt failed: Broker disconnected: "a socket error occurred"
WARNING (1368) RabbitMQSnapshotTransport: Failed to connect to broker

The error is also visible in the RabbitMQ log, with more details:

closing AMQP connection 0.12919.3 (10.0.1.10:37938 -> 10.0.1.11:5672): 
failed to negotiate connection parameters: negotiated channel_max = 0 (no limit) is higher than the maximum allowed value (128)

To correct this issue, find the channel_max parameter in the rabbitmq.conf:

#Set the max permissible number of channels per connection.
#0 means "no limit".
#
channel_max = 128

and change its value to 0 (zero). Restart RabbitMQ after that.

ID: WBRT-11395 Found In: RabbitMQ 3.7.5 Fixed In: 

Genesys Pulse Collector might terminate unexpectedly if the Aeron driver folder is on the network share. Genesys strongly recommends to put the Aeron driver folder on the local drive.

ID: WBRT-14097 Found In: 9.0.005.00 Fixed In: Will Not Fix

Changes in [log]/segment and [log]/expire options are not applied immediately.

ID: WBRT-14334 Found In: 9.0.003.03 Fixed In: 9.0.006.01

Genesys Pulse Collector might terminate unexpectedly while writing to the log when the database thread is enabled.

ID: WBRT-14110 Found In: 9.0.001.02 Fixed In: 9.0.006.01

Genesys Pulse Collector resets the ERROR value to N/A after its connection to Stat Server is lost and not restored yet.

ID: WBRT-11703 Found In: 9.0.001.02 Fixed In: 9.0.003.02

When the connection to the database is lost, Genesys Pulse Collector does not indicate the correct status of the connection with DB Server in the status information provided in the heartbeat file.

ID: WBRT-12150 Found In: 9.0.000.04 Fixed In: 9.0.003.02

In the status information provided in the heartbeat file, Genesys Pulse Collector does not correctly indicate when it is connected to a backup Configuration Server.

ID: WBRT-12147 Found In: 9.0.000.04 Fixed In: 9.0.003.02

Genesys Pulse Collector, deployed on Linux, does not connect to MS SQL Server database when using an embedded DB Server.

ID: WBRT-11408 Found In: 9.0.000.04 Fixed In: 9.0.001.04

Genesys Pulse Collector heartbeat file might contain incorrect status of the connection with Stat Server if the database connection is not established.

ID: WBRT-10612 Found In: 9.0.000.04 Fixed In: 9.0.000.08

Genesys Pulse Collector does not support slashes, backslashes, and any other symbols in its file names, because it might be used to compose the name of the heartbeat file.

ID: WBRT-10585 Found In: 9.0.000.04 Fixed In: 

StatServerDataProvider only monitors members of Agents and Places groups. Monitoring members of other group types is not supported.

ID: WBRT-10349 Found In: 9.0.000.04 Fixed In: 

Genesys Pulse Collector might terminate unexpectedly if String.localCompare() is used in the formula.

ID: WBRT-13098 Found In: 8.5.107.04 Fixed In: 

Oracle 12 clients are not supported.

Workaround: If you are using Oracle 12c database with Pulse Collector configured with embedded DB Server, make sure that you install Oracle 11.2 client on the host that runs Collector.

ID: WBRT-8153 Found In: 8.5.106.02 Fixed In: 9.0.001.02

Pulse Collector may keep updating heartbeat file when DBMS is down and collector-db is added to heartbeat-success-condition option in the [heartbeat] section.

Workaround: Add db-poller to the option value.

ID: WBRT-8241 Found In: 8.5.105.03 Fixed In: 

Quick updates might not work for changes-based statistics with Group By columns. These statistics might display incorrect data until the next full snapshot is received.

ID: WBRT-12405 Found In: 8.5.105.01 Fixed In: 

Genesys Pulse Collector does not process changes in the GroupBy statistics definitions (configured in Stat Server options).

Workaround: Restart Genesys Pulse Collector.

ID: WBRT-9168 Found In: 8.5.105.01 Fixed In: 

When you use a GroupBy expression that involves user data that is changed during a call, that call is counted in the group with the old value (or no value) AND in the group with the new value. You might see the Total Number of Calls without GroupBy that is less than the value of the sum of all numbers from all Groups in GroupBy. This is expected behavior from StatServer.

Workaround: Add filters to the statistic to filter out all the calls that do not have user data. For example given GroupBy enabled stat type:

[GroupBy1]
Category=TotalNumber
GroupBy=GetString(UserData,"UserData1")
GroupByColumns=UserData1
MainMask=CallInbound
Objects=Agent
Subject=DNAction

You can add a filter like the following:

{code}
UserData1=PairExists("UserData1","*")
{code}

This filters calls until they have UserData1 attached, which prevents double counting each call with the N/A userdata (no userdata) and the UserData1 user data key.

ID: WBRT-7702 Found In: 8.5.105.01 Fixed In: 

Widgets may display N/A values immediately after startup of Pulse Collector or a switchover of StatServers for at least one widget refresh period, when notification pausing from the backup StatServer is enabled and the StatServer supports this feature.

ID: WBRT-7670 Found In: 8.5.105.01 Fixed In: 

Genesys Pulse Collector might not suspend notifications from the secondary Stat Server even if the suspend-notifications-from-secondary-server option is set to yes.

ID: WBRT-13572 Found In: 8.5.104.08 Fixed In: 

Genesys Pulse Collector might not stop immediately when it is in the state of waiting for the DB Server response. Genesys Pulse Collector stops normally when database request timeout expires. Standard database request timeout is 180 seconds.

ID: WBRT-6691 Found In: 8.5.104.04 Fixed In: 

Collector may write incorrect Configuration Server details to the log if the connection to Configuration Server was lost and Collector connected to another Configuration Server of an HA pair.

ID: WBRT-12131 Found In: 8.5.103.03 Fixed In: 9.0.003.02

Genesys Pulse Collector uses the short host name instead of a fully qualified domain name when reconnecting to Configuration Server.

ID: WBRT-12086 Found In: 8.5.103.03 Fixed In: 9.0.003.02

Genesys Pulse Collector terminates unexpectedly when the parallel-processing/stat-data-processing-thread-pool-size option is set to 0 (zero) and the use-multiple-stat-data-processing-threads option is set to yes.

ID: WBRT-11671 Found In: 8.5.100.01 Fixed In: 9.0.003.02

Genesys Pulse Collector might fail to connect to Configuration Server if the name of the Configuration Server host is unresolvable from the Genesys Pulse Collector host right before Genesys Pulse Collector is started, even if it becomes resolvable after that.

ID: WBRT-13069, WBRT-8292 Found In: 8.5.000.15 Fixed In: 9.0.006.01

Object status duration may be computed incorrectly, if Collector and Stat Server are running on the different hosts with non-synchronized system times. In order to achieve correct value, the system time on the Collector and Stat Server hosts need to be synchronized, then both Collector and Stat Server must be restarted.

ID: WBRT-4926 Found In: 8.5.000.15 Fixed In: 

When a connection to Stat Server is unavailable, Genesys Pulse may display incorrect values, such as 1.#IND, for some formula-based statistics, instead of ERROR or n/a.

ID: WBRT-3560 Found In: 8.5.000.15 Fixed In: 

Genesys Pulse Collector might terminate unexpectedly while processing a layout based on Stat Server Virtual Agent Groups or containing statistics of the CurrentTargetState category if the [statistic-request-handling]/optimize-statistic-requests option is set to true or yes (default value).

Workaround: Set the [statistic-request-handling]/optimize-statistic-requests option to false or no (changes take effect after restart).

ID: WBRT-13474 Found In: 8.5.000.15 Fixed In: 9.0.005.00

Formula-based statistics for Skills levels do not reflect skill-level changes made in the object properties.

ID: WBRT-12655 Found In: 8.5.000.15 Fixed In: 9.0.003.03

Pulse Collector is at risk of hanging or terminating unexpectedly because of race conditions related to logging.

ID: WBRT-12594 Found In: 8.5.000.15 Fixed In: 9.0.003.03

Genesys Pulse Collector incorrectly calculates formula-based statistics that contain the ERROR value along with valid values.

ID: WBRT-11709 Found In: 8.5.000.15 Fixed In: 9.0.003.02

Genesys Pulse Collector might terminate unexpectedly while processing incoming data for the following statistic:

[CurrentAgentGroupTargetState] 
Category=CurrentTargetState 
MainMask=* 
Objects=GroupAgents 
Subject=GroupStatus
ID: WBRT-11586 Found In: 8.5.000.15 Fixed In: 9.0.003.02


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 Genesys Pulse Collector unless otherwise noted in the issue description.


There are no internationalization issues for this product.


This page was last edited on August 26, 2020, at 00:55.

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