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  • 1.  Genesys Cloud Desktop App- Return to Genesys Cloud pop up

    Posted 04-03-2024 18:52
    No replies, thread closed.

    Hi All, 

    Does anyone know the actual purpose of the "Return to Genesys Cloud" pop-up that seems to come up on the desktop app (our version is 2.33.762.0) when the agent downloads an attachment? 

    When the agent clicks on the pop-up, the app reloads which is frustrating when they are on a call at the same time as that seems to disconnect the call most of the time. 
    We've asked the agents to click anywhere else but the pop-up as it doesn't reload the page however that pop-up remains in the bottom corner which could be accidentally clicked on while they are on a call. 

    What is the whole point in having that pop-up to begin with? Could we remove it if it doesn't do anything? 




    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface

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    Tony Nguyen
    Smartgroup
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  • 2.  RE: Genesys Cloud Desktop App- Return to Genesys Cloud pop up

    Posted 04-04-2024 14:57
    No replies, thread closed.

    Certainly not expected. When you say "when the agent downloads an attachment", what kind of interaction is this and what other details can you provide? I was unable to duplicate this behavior within an email interaction with an attachment, for example.



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    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
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  • 3.  RE: Genesys Cloud Desktop App- Return to Genesys Cloud pop up

    Posted 04-04-2024 15:49
    No replies, thread closed.

    Hello Brian,

    I have been able to replicate this issue and am currently working with your support team. We are able to replicate this issue and this causes calls to drop.  



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    Bryan Privado
    C1
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    Original Message


  • 4.  RE: Genesys Cloud Desktop App- Return to Genesys Cloud pop up

    Posted 04-04-2024 17:00
    No replies, thread closed.

    This is apparently a known issue and Dev is investigating.  



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    Kimberly Sain-King
    C1
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    Original Message


  • 5.  RE: Genesys Cloud Desktop App- Return to Genesys Cloud pop up
    Best Answer

    Posted 04-04-2024 15:43
    Edited by Cameron Tomlin 07-09-2024 08:44
    No replies, thread closed.

    We have customers experiencing this as well.  We've got a ticket opened with Support.  Best recommendation we have is to have Agents ignore the return to Genesys Cloud.  They should be able to continue work on their connected interactions as normal.  Not ideal but prevents any impacts to other connected interactions.

    @Brian Dupuis we have seen it when an Agent received an email interaction with attachments. 

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    Kimberly Sain-King
    C1
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  • 6.  RE: Genesys Cloud Desktop App- Return to Genesys Cloud pop up

    Posted 04-04-2024 22:27
    No replies, thread closed.

    We have the same issue ever since the update. We have also noticed that when using the canned responses that font style and size seems to change by itself when using the response, mainly when there is 2 different formats in the one sentene (eg a sentence with a link/url in it)



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    Muhammad Dean
    NZ Transport Agency
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    Original Message


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