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Random issues, are you having the same?

  • 1.  Random issues, are you having the same?

    GCAP Member
    Posted 10-28-2019 13:11
    Edited by Cole Callahan 11-06-2019 08:53
    Hey Community,  i just wanted to reach out to see if anyone else has had the random issues that we have been seeing.

    1- Make a save on a schedule,  the save saves.  > exit and come back into the page, the same is confirmed.  > Come back in say an hour later, change did not actually save.

    2- Disconnect button is grayed out or there is a big delay when trying to disconnect from the customer.

    3- Agents being offered another phone interaction, even when they were on a call.  The set up we have does not allow any interruption on Voice calls.

    We have seen multiple of these, from different users, on different computers (did the basic troubleshooting.. clear cache, reboot, different computer etc.)  and it is still happening.   In case #1, i had this happen three times, one being a desk top at home,  one being my laptop on network connection, and the other one at work.

    It seems like we have been seeing this since Oct 17th where we have a BUNCH of issues with Genesys running, disconnects and errors.

    thanks!  ​
    #Unsure/Other

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    [Erin] [Neufeld]
    [Business Systems Analyst]
    [Kal Tire]
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  • 2.  RE: Random issues, are you having the same?

    GENESYS
    Posted 10-28-2019 14:31
    Hey @Erin Neufeld,

    We talk about a scheduling bug in the new episode of the Q&A show that may relate to what you are discussing. What do you think @AdAM Firestine and @Gage Decker?

    Cheers,

    Matt​​

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 3.  RE: Random issues, are you having the same?

    GENESYS
    Posted 10-28-2019 16:06

    Hi Erin,

    For each of the following here is our suggestion, each one is definitely worth having a support case open with Genesys in order for us to investigate each issue:

    1.  Matt I believe this may be a separate issue from the All Day toggle issue.  Erin in this situation we be interested in viewing this within a support case with the following information.  Please use the explanation of the issue you provided above.  We would like to know that steps that you took to reproduce the behavior as well as a video of the behavior.  It also helps to provide the browser console log as well as a network HAR file for us to be able to troubleshoot the issue.

    2.  Please open a support case with a copy of the browser console log and a network HAR file as well as the Conversation ID.  Please use the explanation of the issue you provided above.

    3.  Please open a support case with the agents name and the conversation ID of the call the agent was on and if possible the conversation ID of the call offered.  Please use the explanation of the issue you provided above.



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    Gage Decker
    Genesys - Employees
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  • 4.  RE: Random issues, are you having the same?

    GCAP Member
    Posted 10-28-2019 16:55