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We are experiencing an intermittent issue with the Genesys Cloud Embeddable Framework and the **"Remember last selected queue"** option.

The selected queue is initially retained correctly for outbound calls, but after several days it stops being displayed or remembered. Clearing the browser cache and cookies temporarily resolves the issue, although it returns after approximately one week.

Agents also receive inbound interactions from other queues during this period.

* Is the selected queue expected to persist only during outbound activity?
* Can receiving inbound interactions from other queues overwrite the stored queue?
* Where is this preference stored: cookies, local storage, or another browser mechanism? I say its stored in Genesys Server so it should persist always
* Could the CRM integration or an automatic browser refresh clear or overwrite it?
* What logs or browser data should we collect to determine why the preference is being lost? Har and console show that it is getting saved but sometimes Agent can´t see it

Has anyone experienced similar behaviour with the Embeddable Framework?

Regards

I haven't experienced this behavior myself. I implemented an Embeddable Framework integration for one of my customers, and the "Remember last selected queue" feature worked as expected, so unfortunately I don't have first-hand experience with this specific issue.

Based on the documentation, this preference is stored server-side, so it should persist independently of browser cache, cookies, logout, or browser reset. The selected queue is saved after the agent successfully completes their first interaction.

I couldn't find any documentation indicating that receiving inbound interactions from other queues, CRM integrations, or automatic browser refreshes would overwrite this preference.

Since this behavior appears to be intermittent and doesn't match the expected behavior, and you've already confirmed through HAR and Console logs that the preference is being saved, my next step would probably be opening a Customer Care case for a deeper investigation.

When opening the case, I'd recommend including:

HAR logs (with Preserve log enabled)
Browser Console logs
Steps to reproduce the issue
Approximate date and time when the preference disappears
Agent IDs, queue names, and organization details

This will help the support team determine whether the issue is related to the Embeddable Framework, the CRM integration, or another component in the environment.

In the meantime, I'm also interested to hear if anyone else in the community has run into the same issue and can share their experience or any findings. Hopefully someone who's encountered this before can provide additional insight.