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interaction.case-data.enable-url-preview

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Related Options: expression.url

Enables the display of a preview of the web page that is linked from the Case Information if the value is set to true. Also see expression.url. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction-bar.quick-access-modes.<media-type>

Section: interaction-workspace
Default Value: Pinned,Floating
Valid Values:
Changes Take Effect: At the next interaction.
Dependencies: interaction-bar.enable-quick-access

Use this option as a template to specify the list of modes that are available when interactions are displayed in "quick access" mode. The available modes are:

  • Pinned — The interaction view occupies the full available size and is shared with Supporting Views such as Contact and My Channels.
  • Floating — The interaction view is contained in a floating window that is displayed above any other kind of content and that fits to the size of the content. This view cannot display content such as the Contact Profile or Responses views.
  • Pinned,Floating — The agent can switch from one mode to the other by using a dedicated control. This option is not applicable if the value of the interaction-bar.enable-quick-access is set to false.

interaction-bar.quick-access-modes

Section: interaction-workspace
Default Value: Pinned,Floating
Valid Values:
Changes Take Effect: At the next interaction.
Related Options: interaction-bar.enable-quick-access, interaction-bar.quick-access-modes.<media-type>

Specifies the list of modes that are available when interactions are displayed in "quick access" mode. The available modes are:

  • Pinned — The interaction view occupies the full available size and is shared with Supporting Views such as Contact and My Channels.
  • Floating — The interaction view is contained in a floating window that is displayed above any other kind of content and that fits to the size of the content. This view cannot display content such as the Contact Profile or Responses views.
  • Pinned,Floating — The agent can switch from one mode to the other by using a dedicated control. This option is not applicable if the value of the interaction-bar.enable-quick-access is set to false. For a given media type, this option can be overridden by option the interaction-bar.quick-access-modes.<media-type> option.

options.record-location

Section: interaction-workspace
Default Value:
Valid Values: A valid file path to a host directory.
Changes Take Effect: When the application is started or restarted.
Dependencies: options.record-option-locally-only
Introduced: 8.5.112.08

In environments where the value of the options.record-option-locally-only is set to false, this option specifies the location where agent preferences are stored when an agent exits the application. If the value of this option is left empty, agent preferences are stored in Person's Annex in Configuration Server. The full path can also contain the following field codes: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Env.X$ (where X is the name of the environment variable). Genesys recommends that you append the agent's Username to the specified path as shown above.

Known Issues and Recommendations

Workspace Desktop Edition

The Known Issues and Recommendations section is a cumulative list for all 8.5.x releases of Workspace Desktop Edition. 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.



Limitation: The Workspace Desktop Edition customization feature provides easy access to the classes and interfaces of the Platform SDK Configuration Object Model Application Block. Because this is an application block, the interfaces and classes do not guarantee backward compatibility. Consequently, when you develop a customization, you must be careful if you rely on these interfaces and classes; when you upgrade to a new version of Workspace Desktop Edition, you should perform dedicated testing, recompilation, or code changes because a new version of the Platform SDK Configuration Object Model Application Block might be embedded.

For example, if you upgrade from Interaction Workspace 8.1.3 to Workspace Desktop Edition 8.5.0, several attributes of Configuration Objects, such as CfgApplication.Type, and some CfgQuery attributes, such as CfgScriptQuery.ScriptType, are now "nullable".


Limitation: The Workspace Desktop Edition Rich Text Editor feature that is used to render inbound HTML-formatted e-mail interactions and to edit Outbound HTML-formatted e-mail interactions might not display HTML content as expected. The feature uses an HTML-to-XAML and XAML-to-HTML converter. There is a broad set of external tools that are available to edit HTML-formatted e-mail interactions, and there is a lack of fully applied standards; therefore, this technology is not guaranteed to maintain the full integrity of HTML content. Please report the faulty material to Genesys Customer Care to determine if the faulty HTML format can be supported by enhancing Workspace Desktop Edition.


When deployed with Workspace Desktop Edition 8.5.126.07, the Social Media plugin, the Apple Business Chat plugins, and any custom plugin based on the WDE eServices extension pattern, have the following limitations:

  • It is not possible to access the transcript corresponding to past interactions with the same contact.
  • It might not be possible to reply to an interaction directly from the Contact History view.
ID: IW-15612 Found In: 8.5.126.07 Fixed In: 8.5.127.06

A Team Lead (supervisor) who silently monitors an agent who is in a chat conversation with a contact cannot close the chat interaction form using the Done button if the Team Lead stops the monitoring session while the chat conversation is still in progress.

Workaround: The Team Lead must use the "Force Close Interaction" contextual menu to clean-up the monitored chat.

ID: IW-14161 Found In: 8.5.117.18 Fixed In: 8.5.117.26

Limitation: The maximum number of Places that can be added to a Place Group to support the Automatic Place selection using Place Groups feature is currently limited to 255.

ID: IW-13872 Found In: 8.5.114.08 Fixed In: 8.5.117.18

Workspace is no longer able to display the Callback Preview Interactive Notification when a Callback preview is distributed by the SCXML shipped with Genesys Mobile Services (GMS) 8.5.105.05 and higher.

Workaround:

  1. Unzip the Callback.zip template shipped in the GMS installation folder, under service_templates
  2. Edit the SubAgentInvitation.scxml file
  3. Comment out the following line:
    {code}userEventUserData['user-data'] = attachData;{code}
  4. Zip the template back into Callback.zip with the new version of the file.
  5. Import the edited template using Service Management UI.
ID: IW-13349 Found In: 8.5.111.21 Fixed In: 8.5.115.17

The options.record-location option, which is used to specify the storage of the agent profile in a shared directory instead of Configuration Server agent annex, cannot be used in environments where Workspace is started by specifying username, password, and configuration server connection URI as command line parameters.

ID: IW-12631 Found In: 8.5.112.08 Fixed In: 8.5.112.12

In environments where an agent is granted both Outbound and Genesys Callback privileges, it is not possible to close an interaction form representing a rescheduled outbound record using the Done button. Instead, use the Force close this case menu option. Agents who are not assigned the new Genesys Callback privileges are not affected by this issue.

ID: IW-12470 Found In: 8.5.111.21 Fixed In: 8.5.112.08

The My Team Workbin view no longer correctly displays the content of the personal workbins of agents that the logged in Supervisor is monitoring; instead, it shows the content of the content of the Supervisor's own personal workbins.

ID: IW-12236 Found In: 8.5.110.13 Fixed In: 8.5.110.16

In scenarios where Workspace loses connection to both Primary and Back-up T-Servers and then reconnects to one or both of them, Workspace no longer displays a misleading error message stating failed to login on voice channel.

ID: IW-11257 Found In: 8.5.108.11 Fixed In: 8.5.108.15

In SIP Business Continuity environments, when a graceful shutdown procedure is in progress on one of the SIP Server HA pairs, the agents in the situations described below cannot log on their voice or IM channel until the graceful shutdown of this SIP Server HA pair is completed:

  • Agents that have the stopping SIP Server HA pair configured as the preferred one and are not logged in to Workspace when the graceful shutdown procedure starts
  • Agents that are logged in to Workspace with the stopping SIP Server HA pair as the active one, but have SIP channels logged off when the graceful shutdown procedure starts

Workaround: To ensure a successful Workspace login, the Preferred Site of the groups of agents who are planned to login during the graceful shutdown phase should be temporarily updated to point to the site that remains up and running. You can restore configuration after the graceful shutdown is complete.

ID: IW-11223 Found In: 8.5.108.11 Fixed In: 

Use of the legacy user interface (UI) themes (Blue, Royale, Fancy) might cause the Workspace UI to become unstable. If an agents uses one of these themes and experiences UI issues, the agent must restart Workspace. The following features are known to be affected by this issue:

  • Case Data tab — If the Contact – Can Display History Case Data privilege is granted, this tab is displayed when an interaction is selected in the Contact History, My History, and Interaction Search views.
  • Workbin Case Data tab — If one of the Workbin privileges is granted, this tab is displayed when an interaction is selected in one of the Workbin views.

Workaround: Genesys recommends that agents use one of the following themes if they are granted any of those privileges:

  • Default
  • High Contrast
  • Custom theme developed using the theme customization capability
ID: IW-10929 Found In: 8.5.106.19 Fixed In: 8.5.106.22

Connections to all back-end Genesys servers, except Configuration Server, that are configured to point to the TLS port cannot be opened.

Workaround: In the Workspace Application, edit the Advanced tab of connection objects that point to a TLS port by adding "dummy text" to the Transport Parameters field.

ID: IW-10496 Found In: 8.5.101.14 Fixed In: 8.5.105.12

Workspace does not support the value false for the following Interaction Server option: settings/allow-multiple-agent-connections.

ID: IW-10293 Found In: 8.5.104.15 Fixed In: 8.5.105.12

Workspace supports Management Framework 8.5 in single-language mode only. The value of the Configuration Server option multi-languages must be set to false.

ID: IW-9881 Found In: 8.5.102.06 Fixed In: 8.5.103.10

The option gui.editor-font-size is included in the template and metadata of release 8.5.101.14; however, this option is not supported in this release. Administrators must not change the value of this option.

ID: IW-9729 Found In: 8.5.101.14 Fixed In: 8.5.102.06

In SIP Server environments where Workspace SIP Endpoint is used, the voice channel is now correctly automatically logged in when Workspace is started. Previously, agents had to manually log on to the voice channel.

ID: IW-9266 Found In: 8.5.100.05 Fixed In: 8.5.100.05

In voice environments where there is no UCS Contact look-up activated, the "origin" information that is provided in the Case Information area is populated with misleading information in the following scenario:

  1. Agent 1 calls a contact.
  2. Agent 1 engages Agent 2 in a conference.
  3. The contact hangs up on the call.
  4. The origin of the call is set as an outbound call from Agent 1 to Agent 2.
ID: IW-9039 Found In: 8.5.000.55 Fixed In: 

If Workspace is connected to a primary/backup TServer pair (SIP or TDM), Genesys recommends that you configure Hot Standby as the redundancy type. In Warm standby, Workspace might not reconnect properly, causing the voice channel to go "Out of service".

ID: IW-8830 Found In: 8.5.000.55 Fixed In: 8.5.100.05

If the interaction-bar.quick-access-modes option is configured to enable both Floating and Pinned views, agents might experience a longer time (1 to 2 seconds) to display interactions, especially the first time that an interaction is displayed after login. When both modes are configured to be active, Workspace uses slightly more CPU resources. Genesys recommends that you use the interaction-bar.quick-access-modes.<media-type> option to specify for each media which display mode is to be used. Genesys recommends setting the interaction-bar.quick-access-modes option to enable both Floating and Pinned views for demonstration purposes only.

ID: IW-8793 Found In: 8.5.000.55 Fixed In: 

In a SIP Server environment, when an agent uses the Instant Voice Conference feature, the Recent Call area of Team Communicator for the target of the conference is not populated correctly.

ID: IW-8746 Found In: 8.5.000.55 Fixed In: 8.5.100.05

In environment where connections to Genesys back-end servers are configured as TLS, if the back-up server is not installed on the same host as the primary server, Workspace is not able to connect to the back-up server.

ID: IW-8745 Found In: 8.5.000.55 Fixed In: 8.5.100.05

When an agent creates a new interaction by using the Action menu in an in-progress interaction, the new interaction does not update the Recent list in the Team Communicator. For example, when an agent creates a new e-mail interaction from a Chat interaction window, the new e-mail interaction does not push the associated contact to the top of the Recent list in the Team Communicator.

ID: IW-8707 Found In: 8.5.000.55 Fixed In: 8.5.100.05

In SIP Server environments, a supervisor (team lead) cannot barge-in a predictive or progressive outbound campaign call that she or he is silently monitoring.

ID: IW-8640 Found In: 8.5.000.55 Fixed In: 8.5.100.05

In both Pinned and Floating interaction views, sometimes the list of parties is not displayed.

ID: IW-8575 Found In: 8.5.000.55 Fixed In: 8.5.100.05

For the Ericsson MXONE switch, if the T-Server is restarted while an agent is logged in to Workspace Desktop Edition, the agent cannot log back in after the restart. The AgentEvent status is OutOfService.

ID: IW-6718 Found In: 8.0.200.11 Fixed In: 

Limitation: The interaction.case-data.enable-url-preview options should be activated only if you are using Internet Explorer 9 or higher. Other browsers might introduce some memory leaks in this scenario.

ID: IW-4680 Found In: 8.1.300.17 Fixed In: 

Limitation: If you search for interactions in the history database with search criteria that are based on custom interaction attributes, the search will succeed only if full words that start at the beginning of the value for which you are searching. If you enter partial words, or if you omit a word at the beginning of the value for which you are searching, the search fails.

ID: IW-4264 Found In: 8.1.300.17 Fixed In: 

The monitoring "eye" icon is not displayed next to the names of parties in a monitored chat after the Team Supervisor ends a barge-in session and returns to monitoring.

ID: IW-4047 Found In: 8.1.200.16 Fixed In: 

Supervisors must log out and log back in again to monitor agents that are added to or deleted from an Agent Group that the supervisor is monitoring.

ID: IW-3958 Found In: 8.1.200.16 Fixed In: 

If agents have DNs that combine voice and Instant Messaging (IM), then Team Supervision is applied to both the voice and the IM channels.

ID: IW-3947 Found In: 8.1.200.16 Fixed In: 

On a "mono-line" Alcatel OXE phone set, it is not possible to handle an inbound call by using the Workspace Desktop Edition user interface if the agent is already on a call.

ID: IW-2757 Found In: 8.1.000.21 Fixed In: 

If the target agent has only a SIP IM channel, or a SIP IM channel and a Genesys Chat Channel, the target agent might incorrectly appear as Ready on the Voice channel in the Team Communicator of agents who are trying to contact the target agent.

ID: IW-2397 Found In: 8.1.000.21 Fixed In: 8.5.104.15

Limitation: Workspace Desktop Edition requires at least a DX 9.0 graphic card.

ID: IW-1893 Found In:  Fixed In: 

Not all of the functionality of Workspace Desktop Edition is available in the Freedom Scientific application: Job Access With Speech (JAWS) 11.

ID: IW-1218 Found In: 8.0.100.14 Fixed In: 

Team Communicator treats words with camel case (capital letters within the word) as multiple words—for example, CamelCase is searched as Camel Case. The word CamelCase is not found.

ID: IW-384 Found In: 8.0.100.14 Fixed In: 

Agents that are logged out from a Genesys Chat channel but Ready in a Genesys IM channel, might have a Genesys Chat interaction routed to their desktop, because Genesys Chat and Genesys IM media types are not distinguished at the system level (reporting, routing, and presence), even though these activities are treated as distinct channels in the Workspace Desktop Edition interface. (Stat Server ER# 263800116)

ID:  Found In: 8.1.000.21 (Stat Server: 8.0.000.26) 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 Workspace Desktop Edition unless otherwise noted in the issue description.


Note: Product translation is limited to contents of this product only. Display data coming from other products might appear in English.


The following localization issue is fixed in the following Language Pack releases:

  • French (France) 8.5.100.02
  • German (Germany) 8.5.100.02
  • Portuguese (Brazillian) 8.5.100.02
  • Spanish (Latin American) 8.5.100.02

The following attributes have now been localized:

  • In the Windows dictionary file, the Text1 and Text2 attributes of the Windows.PrintPreview.TextBoxTotalSheetOfPaper key have been localized.
  • In the OpenMedia dictionary file, the Print attribute of the Windows.EmailView.xx has been localized.
ID: LOCAL-1379 Found In: 8.5.100.01 Fixed In: 8.5.100.02

8.1.4 Language Packs are compatible only with 8.1.401.06 and higher releases of Interaction Workspace and 8.5.0 and higher releases of Workspace Desktop Edition.


8.1.2 Language Packs are compatible only with 8.1.200.16 and higher releases of Interaction Workspace and 8.5.0 and higher releases of Workspace Desktop Edition.


Limitation: If you install an earlier release of the Workspace Desktop Edition Language Pack on top of a later release of Workspace Desktop Edition, all of the strings that were introduced in the later release of Workspace Desktop Edition will be displayed in plain U.S. English.


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This page was last modified on September 26, 2018, at 05:08.