Genesys Cloud CX

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

    Top 25 Contributor
    Posted 06-13-2022 21:09
    Edited by Jeffrey Hoogkamer 07-04-2022 20:01
    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 2021 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 06-17-2022 01:46
    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)

    Top 25 Contributor
    Posted 06-19-2022 20:06
    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
    ------------------------------



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

    Top 25 Contributor
    Posted 07-04-2022 20:11

    After some more troubleshooting and looking at the Samsung Web Engine Specifications, it appears that the Internet Browser in the 2021 TV model uses Chromium web engine version M76, and can replicate the same behaviour using Chromium build 76.0.3809.0


    The newer 2022 models still only use Chromium M85, but this version *currently* works and displays the Dashboard.

    Therefore if you're also using an old version of Chrome (somewhere between versions 76 and 85), or the desktop application prior to version 2.1.582 - you're probably going to encounter the same issue.


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

    Top 25 Contributor
    Posted 07-10-2022 21:30
    Just another update (in case anyone else comes across the same issue).

    Until we can sort out a different technical solution – I have been able to use a temporary workaround by using the PureCloud time machine functionality to roll-back to an earlier release (between 9.20.0 and 9.24.0) before the Analytics workspace was rolled out.

    e.g. https://apps.mypurecloud.com.au/directory/9.20.0/#/analytics/dashboards/

    After re-authenticating, the Performance views are back to the old layout and the Dashboards can load successfully on the smart TV's.

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