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interaction.disposition.is-mandatory

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy as described in the Configuration Guide.

voice.mark-done-on-release

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies if an interaction should be closed automatically if a Release message is received. This option can be overridden by a routing strategy as described in the Configuration Guide.

teamlead.monitoring-cross-site-based-on-activity-enabled

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.24

Specifies if cross-site monitoring is enabled and if agent presence is evaluated to select the device to be monitored for a remote agent. If this option is set to true, the monitoring request is started on the device where the remote agent is currently logged in.

permissions.agent-group.restrict

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of Agent Groups or Virtual Agent Groups; empty means no filtering.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.23
Modified: 8.5.202.50
Related Options: permissions.agent-group.exclude

Specifies the list of agent groups or virtual agent groups that are returned for searches and statistics. Overrides the permissions.agent-group.exclude option.

8.5.202.23

Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
02/23/18 General X

Helpful Links

What's New

This release contains the following new features and enhancements:

Workspace Web Edition

  • Standard Response Enhancement
    • Agents can now use a free text search to find responses.
  • Miscellaneous Enhancements
    • You can now configure which agent group is displayed in the Team Communicator by using the permissions.agent-group.restrict option.
    • You can now configure Workspace to allow agents to select one statistic to be visible at all times while the application is in focus.
    • Some contact centers prefer to limit agent access to the world wide web. For this purpose, Genesys is trialing an optional Help Widget that you can enable through configuration to open Workspace Web Edition Help in an in-application widget. The widget is under development and does not yet display context-sensitive help (this is planned for a later release). To enable agents to use the optional Help Widget, specify the value true for the privilege.help-widget.can-use option.
  • Service Client API Enhancements
    • Service Client API now supports Interaction Server ID, Mark Done and prevention of Mark Done functions, answer call, place call on/off Hold, Mute microphone and speaker, and End call.

Web Services API

  • GWS API now support additional Opt-In filtering options when retrieving objects to provide better results.
  • GWS API allows retrieval of key system metrics for troubleshooting and diagnostics.

CRM Gplus Adapters

  • Workspace Web Edition deployed as an embedded application in Salesforce Lightning Experience supports the following:
    • Genesys Outbound Campaign
      • Screen pop for Pull Preview and Push Preview.
      • Activity tracking for Outbound calls established through both the Pull Preview and Push Preview modes.
  • Workspace Web Edition deployed as an embedded application in Salesforce Console supports the following:
    • Screen pop on Event Invite for Genesys Chat and Genesys Email events.
    • The current Salesforce object attached to the voice transfer event is available on the screen pop on the receiving Agent's desktop although the screen pop for internal call is disabled.


Resolved Issues

This release contains the following resolved issues:


Workspace Web Edition

In environments that use Genesys Softphone, if a voice interaction that an agent transferred returns to the agent after the transfer fails, the Mute buttons are now correctly displayed. (HTCC-29259)


Service Client API now correctly supports external web pages that are running in secure mode (HTTPS). (HTCC-29108)


If the value of of the email.reply-prefix option is set to empty, the subject for reply email interaction no longer starts with a blank space preceding the original subject from the inbound email. (HTCC-29087)


In French language environments, information added to the Note tab of voice interactions where a conference is added to the interaction now display in French. Previously, the conference message added in the Note contained both French and English text. (HTCC-29071)


The term "Données de contexte" is now used as the French translation for Case Data. Previously, the term "Données de contxt" was incorrectly used. (HTCC-28996)


For Push Preview interactions, the Done button is now correctly available if an Agent started the call from the Party Action menu instead of from the Call Control toolbar. (HTCC-28875)


Workspace now verifies that URLs sent to contacts using the Chat Push URL feature are validated to prevent XSS issues. (HTCC-28830)


During call monitoring, if the external party releases the call first, the remaining participants (agent and supervisor) no longer see the call number displayed as "Unidentified". The phone number is now correctly displayed. (HTCC-27367)


Web Services API

If Agent State is updated by a third-party application while the Workspace network connection with Genesys Web Services is lost, Agent State is now correctly updated when the network connection is reestablished. Previously, when the network connection was reestablished, the actual Agent State and the Agent State reported in Workspace were out of sync. (HTCC-29069)


If a new Place with assigned DNs is created in Configuration Server, GWS now assigns devices to the Place. You can get the list of devices by using the following command: {{GET .../api/v2/places/\{placeId}/devices}} (HTCC-28952)


You can now use the following query to find a list of Places with and without assigned devices: {{GET .../api/v2/places?subresources=* }}. Previously GWS sometimes returned an incorrect list of devices. (HTCC-28950)


Supervisors can now monitor agents who are logged in on a different site than the supervisor. Previously, in some multi-site environments, supervisors could only monitor agents who were on the same site. To support this fix, set the value of the hidden teamlead.monitoring-cross-site-based-on-activity-enabled option to true. (HTCC-28880)


Forced sync now works as expected if a Place does not have an assigned DN in Configuration Server but does have an assigned DN in Cassandra. (HTCC-28798)


CRM Gplus Adapters

When the option voice.mark-done-on-release is set to true, performing a two-step transfer no longer produces duplicate activity logs in Salesforce. (HTCC-28856)


The Mark Done button is no longer disabled for the interactions created by redialing a hung up participant. (HTCC-28749)


When the interaction.disposition.is-mandatory option is set to true, the call back feature is no longer available under the Participants section, which resolves the issue of call back interactions not getting closed. (HTCC-28632)



Upgrade Notes

No special procedure is required to upgrade to release 8.5.202.23.

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This page was last modified on March 6, 2018, at 09:27.