We've noticed in the past week that the Interactions panel does not load our script when launched from an interaction in the Salesforce embedded client.  It shows "You're waiting on queue" as if no interaction is recognized, although the interaction details appear in the green box on the left (I've covered the call details up in the screenshot).  A refresh of this window does nothing.

If, however, we accidentally leave the Interactions panel open following a call, and a new one comes in and we click on the Script button to launch it, it does load the script in this instance only.

This is happening for multiple agents.  We have tried clearing cache and cookies in the browser, as well as updating Chrome.  Issue appears in Firefox as well, so this appears to be an issue with Genesys.

Any ideas on what might be occurring?  The script hasn't been modified in months.

Thanks in advance,

Jennifer

#Unsure/Other

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Jennifer DiCesare
Esri Canada
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It sounds like that orphan window is going to sleep while the agent is waiting.  Did you check your power management settings in Chrome and whitelist apps.cac1.pure.cloud?

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 02-22-2024 10:38
From: Jennifer DiCesare
Subject: Interactions Panel not loading script when launched from Salesforce Embedded Client

We've noticed in the past week that the Interactions panel does not load our script when launched from an interaction in the Salesforce embedded client.  It shows "You're waiting on queue" as if no interaction is recognized, although the interaction details appear in the green box on the left (I've covered the call details up in the screenshot).  A refresh of this window does nothing.

If, however, we accidentally leave the Interactions panel open following a call, and a new one comes in and we click on the Script button to launch it, it does load the script in this instance only.

This is happening for multiple agents.  We have tried clearing cache and cookies in the browser, as well as updating Chrome.  Issue appears in Firefox as well, so this appears to be an issue with Genesys.

Any ideas on what might be occurring?  The script hasn't been modified in months.

Thanks in advance,

Jennifer

#Unsure/Other

------------------------------
Jennifer DiCesare
Esri Canada
------------------------------