Genesys Cloud - Main

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? 

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.

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? 

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.

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? 

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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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

Original Message:
Sent: 04-03-2024 18:52
From: Tony Nguyen
Subject: Genesys Cloud Desktop App- Return to Genesys Cloud pop up

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

------------------------------
Tony Nguyen
Smartgroup
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