We are attempting to test out the Genesys Cloud feature "Development and Feedback" and are having issues when test users are attempting to launch published learning modules.

We can successfully create, preview and publish custom Learning Modules. We can successfully assign and see the assigned learning modules on the agent's Activity screen, on the Agent Development tab of the Agent Performance/Status screen, and can see updates when the modules are completed successfully. 

The error we are experiencing is that our users typically use Genesys Cloud as a Desktop application, and really only access the web browser based version of Genesys Cloud when using a link to load an interaction that has been shared.

This error is observed not only when attempting to launch learning module from the desktop application, we are also seeing it when users attempt to launch the learning module directly from the web browser application. User's web browsers have been both Google Chrome and MS Edge. The odd thing we have observed is that some users have their default browser set as Chrome and some Edge. If the error occurs in the default browser for the user, pasting the url into the alternate browser application has seemed to work and allow the learning module to load and the user to complete the learning module. 

The error users are receiving states: 

Loading Error

Could not start application

Has anyone else ever experienced this before with the "Development and Feedback" learning modules feature? If so what ended up being the cause and what were the possible solutions or the solution that resolved the issue for you? 

Assistance on this issue is appreciated. 

#Learning/Coaching

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James Starling
j.starling@globalcu.org
Members Service Center Quality Assurance Manager
Global Federal Credit Union
AK, United States
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Hey James,

Thanks for reaching out. We've taken a look at this on our side and can't seem to reproduce the issue you are describing. It sounds like it could be something specific with your setup. Could you create a support ticket please? That way you'll get put in touch with engineering who will be able to dig a little deeper to get it resolved for you.

Once you're up and running, feel free to reach out if you have any questions about the feature. We'll be more than happy to get them answered for you.

Cheers,

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Paul Turner
Senior Product Manager
Genesys - Employees
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Original Message:
Sent: 01-16-2025 14:11
From: James Starling
Subject: Development and Feedback Module Launch Errors: Loading Error Could not start application

We are attempting to test out the Genesys Cloud feature "Development and Feedback" and are having issues when test users are attempting to launch published learning modules.

We can successfully create, preview and publish custom Learning Modules. We can successfully assign and see the assigned learning modules on the agent's Activity screen, on the Agent Development tab of the Agent Performance/Status screen, and can see updates when the modules are completed successfully. 

The error we are experiencing is that our users typically use Genesys Cloud as a Desktop application, and really only access the web browser based version of Genesys Cloud when using a link to load an interaction that has been shared.

This error is observed not only when attempting to launch learning module from the desktop application, we are also seeing it when users attempt to launch the learning module directly from the web browser application. User's web browsers have been both Google Chrome and MS Edge. The odd thing we have observed is that some users have their default browser set as Chrome and some Edge. If the error occurs in the default browser for the user, pasting the url into the alternate browser application has seemed to work and allow the learning module to load and the user to complete the learning module. 

The error users are receiving states: 

Loading Error

Could not start application

Has anyone else ever experienced this before with the "Development and Feedback" learning modules feature? If so what ended up being the cause and what were the possible solutions or the solution that resolved the issue for you? 

Assistance on this issue is appreciated. 

#Learning/Coaching

------------------------------
James Starling
j.starling@globalcu.org
Members Service Center Quality Assurance Manager
Global Federal Credit Union
AK, United States
------------------------------