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==Known Issues==
==Known Issues==
* There might be issues in the display of the '''Responses''' and '''Contact''' tabs when an agent makes an outgoing call by typing a number into '''Team Communicator''' if the name of one of the standard response categories contains the text "Responses".
*:'''Workaround''': Rename the standard response category that contains the text "Responses". (GAPI-17294)
* The contact search results for a given search criterion currently differ between Team Communicator and Contact Directory. (GAPI-6245)
* 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: Agents cannot search on email address domains in the Contact Directory. Agents can only search on whole email addresses. (GAPI-5869)

Latest revision as of 18:31, November 8, 2019

Agent Desktop (V.9)

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

November 7, 2019 (

What's New

Resolved Issues

  • The following features now support additional ASCII characters such as -, +, and @:
    • Disposition Attribute Value names
    • Voice caller ID Attribute Value names
    • Case Data Attribute Value names
    • Interaction notification Case Data Attribute Value names
    Previously, only the following characters were supported: a-z, A-Z, 0-9, _, space. If characters other than these were used, the default value was applied instead. (GAPI-17095)
  • Routing Points Favorites are now correctly displayed in Team Communicator. Previously, in some situations such as network slowdown during application initialization, some Favorites were not displayed. (GAPI-16784, GAPI-15711)
  • Localization is now correctly supported in the My Agents tab. Previously, when agents were set up in a non-English locale, the contents of the tab displayed in English. (GAPI-16760)
  • The Transfer button in Team Communicator for email and chat interactions is not available if the selected agent is logged out. (GAPI-16655)
  • Agent Desktop now correctly identifies internal targets who are existing favorites during a consultation, transfer, or conference, so that agents are not asked to add these internal targets as favorites. (GAPI-16303)
  • Slow networks no longer cause issues with smart fail-over to the backup site. Previously, Agent Desktop aborted the fail-over process. (GAPI-16281)
  • When the From Address column is configured to be displayed in the My History, Contact History, and Interaction Search views, the email address is now displayed in the From Address field for related interactions as well. Previously, the related interaction fields were empty. (GAPI-16171)
  • An agent can now correctly download attachments from the history views. Previously, if the agent was logged in only on the voice channel, the agent could not download attachments from the history views. (GAPI-16100)
  • When an agent is on an Outbound Campaign call in "with seizing" mode, their status is now displayed as Busy in the My Agents tab and Team Communicator of other agents and supervisors. Previously, the agent status was Available or Not Available. (GAPI-16098)

September 26, 2019 (

What's New

Outbound campaign enhancement

WebRTC Enhancement

  • Agents can now use the WebRTC capabilities of the Chrome and Firefox browsers, eliminating the need of Genesys Softphone as an endpoint.

Resolved Issues

  • The specified default value of mandatory integer type Case Data is now correctly added to the interaction view Case Information area if the Case Data was not already part of the interaction user data. Previously, the Case Data was added without a value or with the value NaN. (GAPI-15971)
  • Supervisors, using the My Agents view, can now log out agents from non-Voice channels who are not logged in on the Voice channel. Previously, supervisors could not log out agents from any other channels unless the agent was logged in on the Voice channel. (GAPI-15717)
  • Agents can now correctly end and mark as Done SMS Chat interactions. Previously in some cases, Agent Desktop became stuck when an agent clicked End. (GAPI-15662)
  • If an agent makes multiple consultation calls from a single voice interaction, the consultation calls are now correctly displayed vertically stacked. Previously, the consultation calls were displayed overlapping horizontally. (GAPI-15171)
  • The Workspace Web Edition default sandbox property might prevent web applications from being embedded within IFrame for security reasons. Contact Genesys Customer Care to handle reprovisioning to enable this integration. (GAPI-15131)
  • The error message in the case of failure when an agent is trying to accept a chat has been improved. Agent Desktop now displays the following message: This chat is no longer available. Previously, Agent Desktop displayed the following message: Cannot accept this chat interaction. (GAPI-15034)
  • When an agent scrolls an interaction view, the Case Information panel now remains in view. Previously, the Case Information panel scrolled out of view. (GAPI-13947)

August 29, 2019 ( UPDATE)

What's New

Resolved Issues

  • Agent Desktop no longer displays errors to agents when they mark done an email interaction. Previously, in some situations, an 'Unknown interaction identifier specified' error was displayed to the agent. (GAPI-14192)

August 1, 2019 (

What's New

Resolved Issues

  • With Genesys Softphone running in connector mode, if the the headset is unplugged, the agent's state now switches automatically to Not Ready with a Reason if a Not Ready Reason is set up. (GAPI-14224)
  • The behavior of drop-down menus and buttons in the Case Information view has been improved so that they respond correctly to user input and edited values are now automatically saved before being submitting. (GAPI-13657)

June 27, 2019 (

What's New

My Agent view filters

  • The My Agent view allows supervisors to view and change the status of the agents they supervise and filter the view for all agents in a specific state on one or more channels.

Interaction queue and workbin search

  • Agents can now search interaction queues and workbins.

Resolved Issues

  • Agents using hot seating no longer see incorrect interactions in Agent Desktop on next login. Previously, depending on how the agent ended the Agent Desktop session, released voice interactions might have been directed to them that they did not handle. (GAPI-13972)
  • During login, if an agent enters a user name that is not recognized as an agent, the Change login account link is now correctly displayed. Previously, only the Try again link was displayed and the agent was not able to enter a different user name. (GAPI-13598)
  • When the agent applies a Not Ready with a reason state to the Voice channel during a call, this reason is no longer also associated to the After Call Work state when the call is ended. Previously, the voice channel was in After Call Work state with this reason on the Agent Desktop but not at the Reporting level. (GAPI-14123)

June 6, 2019 (

What's New

Multiple interactions

  • You can now choose to have new interactions open in the background when an agent is already actively handling an interaction. For agents who have the ability to handle multiple simultaneous interactions, this new capability reduces disruptions when a new interaction is directed to them.

WebRTC Softphones

  • Disaster Recovery is now supported for WebRTC Softphones. Agent Desktop now releases stuck calls during a disaster recovery scenario.

Outbound campaign

  • To prevent abandoned calls, agents who are reserved to receive an outbound campaign record cannot log off until they have handled the record.

Resolved Issues

  • Agent Desktop has been improved so that when it is in a tab in the background on some browsers, the Background Tabs Throttling feature does not cause background tasks such as Softphone Connector, to timeout due to inactivity on the Agent Desktop tab. (GAPI-13750)
  • Agent Desktop no longer displays disconnection notices to agents when a channel briefly goes out of service and is immediately restored. Disconnection notices are now sent only when channels remain out of service after a disconnection. (GAPI-13659)
  • Agent Desktop handling of voice operation failures has been improved by using the Warning level instead of the Error level to avoid notifications being displayed to agents. (GAPI-13515)
  • Agents can now delete parties from a conference when they perform a single-step conference through an IVR or other routing point. (GAPI-13424)

May 23, 2019 (

What's New

Email enhancements

  • Agents may attach file(s) up to a maximum size of 8MB to an external email interaction.
  • Interim email reply allows agents to reply to an inbound email multiple times. Agents can choose between Send and Interim Send when replying to an inbound email.

Outbound Campaign enhancement

  • Active Switching Matrix (ASM) and Assured Connect enable agents for the Predictive and Progressive mode in your Outbound campaign to reserve an agent before the connection with the contact is established. This feature enables agents to connect to the contacts instantly.

Genesys Altocloud Agent UI support

  • Genesys Altocloud is an AI-powered Journey Optimization solution for real-time engagements of visitors browsing websites, by triggering a WebChat widget to engage visitor at the right moment. The Genesys Altocloud Agent UI Journey tab enables agents to access the following Altocloud features:
    • Journey content for a specific visit session
    • Visitor details and activity status
    • Visit details
    • Real-time customer journey chart
    • Real-time view of matched segments
    • Real-time view of outcome scores

Resolved Issues

  • Agent Desktop can now handle large emails (up to 2 MB) without causing the application to freeze for several seconds. (GAPI-13413)

May 13, 2019 (

What's New

Resolved Issues

  • A third-party component is updated to improve security within the session-handling mechanism. (GAPI-11984)
  • Agents are no longer logged out of the voice channel in some cases involving multiple browsing sessions. (GAPI-13254)

May 2, 2019 (

What's New

Resolved Issues

  • Configured Bell sounds for an active chat are no longer played when a previous chat is selected in a History view. (GAPI-13032)
  • For personal favorites, a scrollbar is now available for the drop-down list of categories. Previously, a long list was truncated, and the only way to see hidden items was to type characters to filter the search results. (GAPI-12948)

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

  • There might be issues in the display of the Responses and Contact tabs when an agent makes an outgoing call by typing a number into Team Communicator if the name of one of the standard response categories contains the text "Responses".
    Workaround: Rename the standard response category that contains the text "Responses". (GAPI-17294)
  • 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)
This page was last edited on November 8, 2019, at 18:31.