Genesys Cloud - Main

Hi Everyone,

I have an issue with a customer that we can't get to the bottom of, Support is saying there is no fault with the platform, and IT is saying noting wrong with their side.

Just looking to see if anyone else has this issue, or seen it before.

The agents have all the correct permission but when they open a disconnected email interaction, and then go to download that transcript, when they click on the "Download" button, the download does not work.

In the dev console, we can see the network request to get the download, but doesn't download, I can take the URL in the dev console and put that in thew address bar and the transcript will download.

Has anyone seen this before and was there a workaround?

#Implementation

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Paul Smith
Essential Data & Voice
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Paul,

I don't have an answer (or a theory, yet) but have some follow-up questions....

What Browser are you using? Or are you using the Desktop App?

Does this affect all Users and Interactions, or only some?

Does this only affect email interactions? (Can other interaction types be downloaded?)

Regarding "does not work". Do you get an error message, or is it just a case of not appearing in the downloads? Could it be some form of blocker / security setting on the browser? 

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Paul Simpson
Eventus Solutions Group
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