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  • 1.  Last Queue Used not persisting

    Posted 06-30-2026 11:57

    Hello folks

    Our staff who make a number of outbound calls who like to select the "Prepopulate queue field with last used queue" preference to speed things up on outbound calls. Lately, despite checking the box and making successful outbound calls, when agents come in on their next shift (or close the browser and reopen), the queue field is blank and the check box is empty. I have tested this on-site and it fails....  but off-site the feature works as expected. 

    image


    We have a pretty aggressive cache-clearing GPO on closing of the browser, but my understanding is the saved preference is meant to be on the server side – persisting "[…] after refresh, login or logout, and across browsers and devices." (Enable last-used queue for outbound interactions on behalf of a queue - Genesys Cloud Resource Center) so I don't understand how any cache-clearing or GPOs could affect this. 

    If anyone has some insights that we could check, it would be greatly appreciated. thanks muchly.


    #ArchitectandDesign
    #Omni-ChannelDesktop/UserInterface
    #Telephony

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    Kevin Jones
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  • 2.  RE: Last Queue Used not persisting

    Posted 06-30-2026 16:46

    Hello, 

    Our organization has also been experiencing the issue of the Last Queue Used not persisting. 

    We have not reported anything to Genesys however to investigate, as it was a minimally reported but it is interesting to see someone else having the same issue.



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    Caleb Koehler
    SYSTEM AND DEVELOPMENT ANALYST 1
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  • 3.  RE: Last Queue Used not persisting
    Best Answer

    Posted 06-30-2026 16:49

    Hello Kevin,

    I don't believe that those user settings should be affected by clearing the browser cache; it should persist as a user preference. You may want to gather some console and network logs and have Product Support look into that issue with you. If you do open a case with Product Support, please let me know what your case number is so that I can monitor the issue internally.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 4.  RE: Last Queue Used not persisting

    Posted 07-07-2026 17:12

    We can see this in the dev tools console every time we toggle the preference:

    1. Saving local settings to server
    2. Settings saved successfully

    We have established that:

    • The preference change generates a save operation.
    • The save operation succeeds.
    • The preference survives logoff/logon and browser restarts.
    • The preference is lost only when browser data is cleared (or the web profile is deleted/recreated).
    • The behaviour is reproducible.

    We don't think a HAR will serve a use in this case. We guess that the preference is stored both locally and server-side? On startup, Genesys seems to expect some sort of local storage object to exist. When the browser data is wiped (or a new web profile is used), that local object is gone and Genesys appears to treat the absence of that object as "deselected" or "default". You can replicate this by using an Incognito or InPrivate tab.

    Not sure where to go from here. Thoughts?



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    Kevin Jones
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    Original Message


  • 5.  RE: Last Queue Used not persisting

    Posted 07-01-2026 12:34

    Hello,

    We are experiencing this issue as well. I did report this to Genesys support team, and they requested some network and console logs. My team isn't really able to capture them as this is happening randomly and only noticed when they log in the next day. 



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    Stephanie Moore
    Patient Accounts Representative, Legal Correspondent
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