You need to open a Support case and have them look at it. That owuld be the best course of action for that particular error.
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Original Message:
Sent: 06-06-2025 11:59
From: Ayush Mathur
Subject: Missing Wrap-up codes in User Workspace
Was there any resolution provided for this issue? We have a customer having similar issue but we are not sure why this issue is occurring on the genesys cloud embeddable framework. When agent is trying to set up the disposition after call disconnect on Genesys cloud Embeddable Client, sometimes agent is not able to interact with the UI.
In the error logs we see the same errors.
Here are the logs:
[ACW Gadgets Wrap-up WebUI - Debug] Gadget stopped
PureCloud Client Apps - Interapptions - 8665a108-1943-4561-a340-1a0930c5d77a&call&wrapupCodesGadget&wrapupCodesGadgetProvider - [ACW Gadgets Wrap-up WebUI - Debug] Gadget stopped {remoteData: {…}}
Scripter component - handleLocationChange change /scripter/?locale=en-us&user=a51497ae-6504-4356-9722-b28c02116360#
scripter-ui--root: Deleting Interaction from CP list {
"detail": "8665a108-1943-4561-a340-1a0930c5d77a"
}
scripter-ui--root: Clearing runtime state data. {
"detail": "8665a108-1943-4561-a340-1a0930c5d77a"
}
scripter-ui--root: Did not receive routableEntity so routing to blank route
[streaming-client] response: PUT https://api.usw2.pure.cloud/api/v2/notifications/channels/streaming-3-2ksdg4h6tt64arn02l949f80qb/subscriptions {now: 1743702319951, status: 200, elapsed: '182ms', correlationId: '1f6df701-58e2-4e82-8396-ab573fb10fd2', body: '{"entities":[{"id":"v2.users.a51497ae-6504-4356-97…7ae-6504-4356-9722-b28c02116360.fax.documents"}]}'}
["PureCloud Client Apps - Interapptions - sendMessageByInstanceId failed",{"instanceId":"bf19a839-31bd-44fc-aeb8-edcbd114a7ee","remoteData":{"errorMessage":"App instance not found","poolId":"appPoolV2","hostAppName":"web-directory","hostAppVersion":"11.50.0+2-release/11.50.0-14de4bf58290751850fe35cf076c454c72d94efa","maxPoolSize":50,"currPoolSize":0,"currentInteractions":{},"sensitive":{}}},{"activeConversations":[]}]
createTrace @ web-directory-3481ec…e12dad548f.js:18110
bufferLog @ web-directory-3481ec…e12dad548f.js:18135
I will greatly appreciate if Genesys can provide any assistance or thoughts on how we move forward with this.
Thanks,
------------------------------
Ayush Mathur
Developer
Original Message:
Sent: 03-28-2025 15:45
From: George Ganahl
Subject: Missing Wrap-up codes in User Workspace
According to Dev, both of your regions "have the new wrap-up gadget enabled"
So, open/update a Support case and make sure Support knows about the new functionality enabled in your regions. Push them to open a SERVOPS to get Dev Support to look at it.
The new gadget has not deployed to all regions yet.
------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
Original Message:
Sent: 03-28-2025 11:33
From: Borislav Taskov
Subject: Missing Wrap-up codes in User Workspace
Hi Tom,
Hi colleagues,
Today we were able to make some more tests. The colleague was in the office, tried again and got again the same error. She uses actually the same laptop at home and in the office. Afterwards she found another free machine and tested with it. The error disappeared. Her original laptop is a little bit old, but good enough, I believe - hp elitebook 830 g7. But maybe this issue is still connected with the new version of Genesys.
If I get more information, I will share it.
Best regards,
Borislav
------------------------------
Borislav Taskov
Original Message:
Sent: 03-28-2025 10:54
From: Tom Petersson
Subject: Missing Wrap-up codes in User Workspace
Hi Borislav,
We are since at least yesterday experiencing the same.
Have you been able to solve it?
We also have some other "PureCloud Client Apps - Interapptions" errors being thrown.
I can see the issue in Edge and Firefox, but not existing in Chrome anymore. Not sure if that is just agents not utilizing chrome or what it may be. We have multiple agents seeing these issues, both external and in-office, also cross different countries. I had the issue myself in Chrome yesterday and while re-saving an arbitrary Integration Client App (updating its advanced json data to add an icon), this issue disappeared (in Chrome). A rough guess from my end is that there is something cache wise lying about somewhere in some Genesys Cloud service layer and that something was changed, maybe with the latest release update of the wrap-up gadget and the Notes app (24th of march seems to have been the release date). While updating an integration I might have forced an update of everything.
As examples:
- PureCloud Client Apps - Interapptions - An error occurred while stopping group...
- PureCloud Client Apps - Interapptions - sendMessageByInstanceId failed { instanceId: '83ad930b-bf08-4f21-91a1-909eb2bf8f0b', remoteData: { errorMessage: 'App instance not found', poolId: 'appPoolV2', hostAppName: 'web-directory', hostAppVersion: '11.49.0+503-release/11.49.0-1df02a0efe89bb9386a905ec207bec9516c30820', maxPoolSize: 50, currPoolSize: 4, conversationInteractionCount: 1, conversationTotalConversationAppDefs: 1, conversationTotalConversationFailedApps: 0, conversationTotalConversationRunningApps: 1, conversationTotalContextualAppDefs: 8, conversationTotalContextualRunningApps: 3, conversationTotalContextualFailedApps: 0, currentInteractions: { '13dac396-5e38-4976-a9a5-318ac157fc20': [Object] }, sensitive: {} } } { activeConversations: [ '13dac396-5e38-4976-a9a5-318ac157fc20' ] }
We are located in euw-1, i.e Dublin.
------------------------------
Tom Petersson
Solutions Architect
Original Message:
Sent: 03-27-2025 09:11
From: Borislav Taskov
Subject: Missing Wrap-up codes in User Workspace
Dear colleagues,
Today we encountered an error, which maybe is known for some of you and that is why I am asking kindly for help.
I got a complaint from one of the agents, that she doesn`t see Wrap-up codes in her Workspace. I started the log and I found out errors like these:
"PureCloud Client Apps - Interapptions - App failed to bootstrap",{"remoteData":{"appDefType":"iframe","appDefId":"4f08c7f9-485b-4bac-98c3-1f92fb4a0f48&call&wrapupCodesGadget&wrapupCodesGadgetProvider","groupId":"4f08c7f9-485b-4bac-98c3-1f92fb4a0f48:call:contextual","explicitCancellation":false,"poolId":"appPoolV2","hostAppName":"web-directory","hostAppVersion":"11.49.0+503-release/11.49.0-1df02a0efe89bb9386a905ec207bec9516c30820","maxPoolSize":50,"currPoolSize":1,"conversationInteractionCount":1,"conversationTotalConversationAppDefs":0,"conversationTotalConversationRunningApps":0,"conversationTotalContextualAppDefs":5,"conversationTotalContextualRunningApps":1,"currentInteractions":{"4f08c7f9-485b-4bac-98c3-1f92fb4a0f48":{"type":"call","isActive":true,"conversationAppDefs":0,"conversationRunningApps":0,"contextualAppDefs":5,"contextualRunningApps":1}},"sensitive":{}}},{"activeConversations":[]}]
["PureCloud Client Apps - Interapptions - An error occurred while showing app",{"remoteData":{"reason":"appFailedToBootstrap","hostLayoutComponent":"app-view-stack","appDefType":"iframe","appDefId":"4f08c7f9-485b-4bac-98c3-1f92fb4a0f48&call&wrapupCodesGadget&wrapupCodesGadgetProvider","conversationInteractionCount":1,"conversationTotalConversationAppDefs":0,"conversationTotalConversationRunningApps":0,"conversationTotalContextualAppDefs":5,"conversationTotalContextualRunningApps":1,"currentInteractions":{"4f08c7f9-485b-4bac-98c3-1f92fb4a0f48":{"type":"call","isActive":true,"conversationAppDefs":0,"conversationRunningApps":0,"contextualAppDefs":5,"contextualRunningApps":1}},"sensitive":{}}},{"activeConversations":[]}]
You can see the version of application in the log. It is 11.49.0+503-release/11.49.0-1df02a0efe89bb9386a905ec207bec9516c30820. The verson of Google Chrome is 134.0.6998.89 (64-bit).
Do you have any idea, what could cause this issue?
Best regards,
Borislav
#Routing(ACD/IVR)
------------------------------
Borislav Taskov
------------------------------