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  • 1.  Genesys Cloud Overrides Last Used Browser Tab

    Posted 04-24-2026 04:32

    Hello,

    Since Wednesday, 15 April, we have been experiencing an issue affecting one of our clients.

    This client uses a specific integration with a customized CRM connected to Genesys Cloud.
    Agents must be logged into Genesys Cloud (and keep the Genesys tab open), while all telephony activities are handled directly within the CRM in a separate browser tab.

    Since last week, we have noticed a change in behavior: whenever a new interaction arrives, the Genesys tab automatically comes to the foreground and no longer returns focus to the previously used tab (the CRM).

    We have tested this behavior across multiple browsers, all with the same result. We have also ruled out any recent changes on the CRM side.

    Could there have been a change on the Genesys side that would explain why the Genesys tab now takes focus and no longer respects the "last used" tab behavior?

    Has anyone else encountered a similar issue?

    Any insights would be greatly appreciated.

    Thank you,
    Regards,
    Nadège


    #Other

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    Nadege Biojout
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  • 2.  RE: Genesys Cloud Overrides Last Used Browser Tab
    Best Answer

    Posted 04-24-2026 10:12

    Hi Nadege

    This behavior is very strange.

    -

    As far as I know Genesys Cloud itself does not actively call " window.focus()" when interactions arrive, so if a tab is stealing focus it is typically triggered by a surrounding integration, browser extension, or custom event handler reacting to interaction notifications.

    -

    You may also want to check this using the browser Developer Tools.

    Open the F12 Developer Console in the Genesys tab and monitor what happens when a new interaction arrives:

     - In the Console tab, watch for any JavaScript messages or errors triggered at the moment the interaction appears.

     - In the Sources → Event Listener Breakpoints section, you can enable breakpoints for Focus or Control → focus events to see if any script is calling a focus-related action.

     - You could also monitor focus events in the browser DevTools.
    Open the console in the Genesys tab and run:

    window.addEventListener('focus', () => console.log('Genesys tab received focus', new Date()));
    window.addEventListener('blur', () => console.log('Genesys tab lost focus', new Date()));

    This can help confirm whether the tab is receiving focus exactly when the interaction arrives.

    -

    I hpe this help you



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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  • 3.  RE: Genesys Cloud Overrides Last Used Browser Tab

    Posted 04-27-2026 07:02

    Thank you for your answer !
    We'll check into this.
    Merci



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    Nadege Biojout
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