Genesys Multicloud

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  • 1.  WorkSpace connection issues

    Posted 10-30-2018 09:32
    Has anyone had an issue with this?

    • We are having multiple agents intermittently getting a connection error.
    • It does not seem to affect the Genesys softphone.
    • We are having no network issues on our side.
    • I started getting reports of this on 10/22/18
    • This has happened before back in March, I opened a case with Customer Care and before they found the problem the issue corrected itself.
    • I have opened another case, but they are asking for browser logs.
      • It is completely random on which agent will experience this issue.
      • Of course you have to activate the capture and hope you picked an agent it happens to.






    Thanks,
    #Inbound

    ------------------------------
    Byron Nelson
    Customer Ops System Administrator
    OGE Energy Corp
    PureEngage Cloud since 2015
    ------------------------------


  • 2.  RE: WorkSpace connection issues

    GENESYS
    Posted 10-31-2018 08:19
    @Byron Nelson

    ​Background Tabs Throttling has been introduced in both Google Chrome 57 and Mozilla Firefox 58, causing real-time disconnection issues within Agent Desktop (Workspace).

    This has been identified as a Known Issue and workarounds are available in Agent Desktop Release Notes, if this is what is causing connection issues for your agents.


    ------------------------------
    Devon Judge
    Genesys - Employee
    Sr. Technical Writer
    PureEngage Cloud
    ------------------------------



  • 3.  RE: WorkSpace connection issues

    Posted 11-01-2018 08:41
    I inadvertently sent my response directly to Devon, I should have responded to the discussion so others could see it. 

    Devon,

    I will test that to see if it has an affect on the Chrome users, but we are having the issue with IE also.

    Thanks,


    ------------------------------
    Byron Nelson
    Customer Ops System Administrator
    OGE Energy Corp
    PureEngage Cloud since 2015
    ------------------------------



  • 4.  RE: WorkSpace connection issues

    Posted 11-29-2018 10:00
    ​Hi Byron,

    Curious if you ever found a resolution to this.  We've had this same issue come up now with some of our WFH users and we've just started working with Customer Care.

    ------------------------------
    Bethany Han
    Blue Cross Blue Shield of NC
    ------------------------------



  • 5.  RE: WorkSpace connection issues

    Posted 12-03-2018 09:44
    No we have not found a resolution. 

    I found this in the browser logs:

    main.js?version=:2 2018-10-30 15:29:04.491 [DEBUG] [WWE.Main.Agent] new message added
    main.js?version=:2 2018-10-30 15:29:04.495 [DEBUG] [WWE.Main.MyMessagesView] Display message()

    The logs are showing where the message is added to 'My Message', but not what is causing the issue.

    Customer Care validated my findings, but did not come back with anything else.

    ------------------------------
    Byron Nelson
    Customer Ops System Administrator
    OGE Energy Corp
    PureEngage Cloud since 2015
    ------------------------------



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