Genesys Cloud CX

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  • 1.  Analytics Workspace (specifically Dashboards) no longer working on Smart TV Internet Browser (Samsung Tizen)

    Posted 12 days ago
    Hi All,

    For the past few months, we've been using Samsung Smart TV's with it's Internet Browser (Tizen Browser) to show the Dashboard from Genesys Cloud using a Wallboard account.

    However in the past day or so, the Dashboards view (and any of the Performance > Workspace views) are loading blank. We've tried going direct to the Dashboard URL, tried to navigate to the Workspace, cleared browser cache, reset the Internet Browser app, etc to no avail.

    Tried on a new 2022 and older 2019 model Samsung TV, both experience the same behaviour. Can't get any browser logs from these devices, and the remote logs only show the below entries (which don't indicate why it's failing to load).

    
    06/14/2022 10:07:07.056 ["MMS DNS probe success"]
    
    06/14/2022 10:07:07.060 MMS DNS probe success
    
    06/14/2022 10:07:09.064 STASH-LOGGER: sendLogTraces [ { topic: 'collaborate-ui.service:webrtc', level: 'INFO', time: '2022-06-14T00:07:09.153Z', message: '{"clientTime":"2022-06-14T00:07:09.153Z","log":["MMS DNS probe success"],"clientSessionId":"1813ef3f-708e-4a05-80a0-2c26bd255560"}' } ] { _super: { [Function: v] __hasSuper: false }, exponentialBackoff: { _failures: 0, _baselineInterval: 30000, _maxAdditionalInterval: -28000 }, logs: [], logCounts: { trace: 0, log: 3, debug: 65, info: 33, warn: 4, error: 6 }, clientSessionId: '1813ef3f-708e-4a05-80a0-2c26bd255560', trace: [Function: bound bufferLog], log: [Function: bound bufferLog], debug: [Function: bound bufferLog], info: [Function: bound bufferLog], warn: [Function: bound bufferLog], error: [Function: bound bufferLog], maxTracesByteLength: 14500, willDestroy: { [Function] __ember_processes_destroyers__: [ [Function], [Function] ] } }
    ​


    Using the same account on a regular PC and browser works just fine. Understand that the Tizen Browser isn't 'officially' supported - so I'm not expected any support from Genesys.

    Just wondering if anyone else is using the Dashboards on a TV browser or other non-PC device?

    #Omni-ChannelDesktop/UserInterface
    #Reporting/Analytics

    ------------------------------
    Jeff
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  • 2.  RE: Analytics Workspace (specifically Dashboards) no longer working on Smart TV Internet Browser (Samsung Tizen)

    Posted 9 days ago
    Our Performance> Workspace isn't loading anything when we use the "hard" app of pure cloud/genesys cloud. I usually use the web version for dashboards, so I hadn't noticed. Is the below the view that you get?

    And has a job been logged yet that we can jump onto?



    ------------------------------
    Althea Aitken
    Edith Cowan University
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  • 3.  RE: Analytics Workspace (specifically Dashboards) no longer working on Smart TV Internet Browser (Samsung Tizen)

    Posted 6 days ago
    Hi Althea,

    Yes, that's the view we get when trying to load the Dashboards (and Workspaces) on the TV's  - it's just a white screen with the grey menu/navigation bars at the top and left.

    There's no indication of anything loading nor any errors.


    I haven't logged anything with Genesys support as I don't expect any.

    ------------------------------
    Jeff
    ------------------------------