Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hey Vaun,

Do you have a rough day that this started? I can look into to see if there were any updates that were released that affected the messaging function around that time.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Yes, I am having the same issue. Agents on multiple chats have a LARGE amount of lag, and it's blowing out our AHT for these and making a terrible CX. 

@Karl Beal - have you got any further with Genesys support, or seen any improvement?

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hi @Lawrence Drayton No improvement. Sent some network and console logs to them over 24 hours ago which is with their servops team but no update, 

Sent a chase and waiting for a response. 

Again not sure why this change has not been reverted considering how much impact this is having to our customer experience. 

Yes, I am having the same issue. Agents on multiple chats have a LARGE amount of lag, and it's blowing out our AHT for these and making a terrible CX. 

@Karl Beal - have you got any further with Genesys support, or seen any improvement?

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hello @Karl Beal and @Lawrence Drayton,

It looks like all of the other issues within this post have been resolved according to Mate's latest post. With regards to the performance issue, that is a separate issue that is not directly related to this new Message UI change.

I want you to know that I am monitoring this issue internally. I have sent the information that I've gathered from this thread and the Beta thread as well and they have sent the necessary information to the Customer Care Engineer, and our Dev team. I don't currently have any new information, but our team is looking into the performance issues that you have talked about.

From what I am seeing, this is not directly related to the new Messaging UI changes that were rolled out. If you would like to continue to discuss that issue in particular, could you please create a new thread in the Community and feel free to tag me so that I am notified once you have started the new thread.

Hi @Lawrence Drayton No improvement. Sent some network and console logs to them over 24 hours ago which is with their servops team but no update, 

Sent a chase and waiting for a response. 

Again not sure why this change has not been reverted considering how much impact this is having to our customer experience. 

Yes, I am having the same issue. Agents on multiple chats have a LARGE amount of lag, and it's blowing out our AHT for these and making a terrible CX. 

@Karl Beal - have you got any further with Genesys support, or seen any improvement?

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hi @Jason Kleitz How do you know its not directly related if the devs are still looking? There's not just me an Lawrence affected, on the beta thread for this change other clients are reporting lag also. 

Rather than creating a new thread can we have a meaningful update as this is seriously impacting our customer experiences and I sent logs 2 days ago to your developers so there must be some kind of update?

Thanks

Karl  

Hello @Karl Beal and @Lawrence Drayton,

It looks like all of the other issues within this post have been resolved according to Mate's latest post. With regards to the performance issue, that is a separate issue that is not directly related to this new Message UI change.

I want you to know that I am monitoring this issue internally. I have sent the information that I've gathered from this thread and the Beta thread as well and they have sent the necessary information to the Customer Care Engineer, and our Dev team. I don't currently have any new information, but our team is looking into the performance issues that you have talked about.

From what I am seeing, this is not directly related to the new Messaging UI changes that were rolled out. If you would like to continue to discuss that issue in particular, could you please create a new thread in the Community and feel free to tag me so that I am notified once you have started the new thread.

Hi @Lawrence Drayton No improvement. Sent some network and console logs to them over 24 hours ago which is with their servops team but no update, 

Sent a chase and waiting for a response. 

Again not sure why this change has not been reverted considering how much impact this is having to our customer experience. 

Yes, I am having the same issue. Agents on multiple chats have a LARGE amount of lag, and it's blowing out our AHT for these and making a terrible CX. 

@Karl Beal - have you got any further with Genesys support, or seen any improvement?

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hey Karl,

The internal investigation that I am monitoring on the performance issues was started before the UI changes were rolled out. The latest update that I am seeing internally is that this issue has already been escalated and that we should have a feature toggle in place soon (no ETA) to help alleviate the performance issues that you all are experiencing. 

As I mentioned before, we have a different team (not Mate and company) that are investigating the issue and working on the change. Once the feature toggle is ready, the Customer Care Engineer should let you know. I'm going to keep my eye on this issue from my end as well.

Hi @Jason Kleitz How do you know its not directly related if the devs are still looking? There's not just me an Lawrence affected, on the beta thread for this change other clients are reporting lag also. 

Rather than creating a new thread can we have a meaningful update as this is seriously impacting our customer experiences and I sent logs 2 days ago to your developers so there must be some kind of update?

Thanks

Karl  

Hello @Karl Beal and @Lawrence Drayton,

It looks like all of the other issues within this post have been resolved according to Mate's latest post. With regards to the performance issue, that is a separate issue that is not directly related to this new Message UI change.

I want you to know that I am monitoring this issue internally. I have sent the information that I've gathered from this thread and the Beta thread as well and they have sent the necessary information to the Customer Care Engineer, and our Dev team. I don't currently have any new information, but our team is looking into the performance issues that you have talked about.

From what I am seeing, this is not directly related to the new Messaging UI changes that were rolled out. If you would like to continue to discuss that issue in particular, could you please create a new thread in the Community and feel free to tag me so that I am notified once you have started the new thread.

Hi @Lawrence Drayton No improvement. Sent some network and console logs to them over 24 hours ago which is with their servops team but no update, 

Sent a chase and waiting for a response. 

Again not sure why this change has not been reverted considering how much impact this is having to our customer experience. 

Yes, I am having the same issue. Agents on multiple chats have a LARGE amount of lag, and it's blowing out our AHT for these and making a terrible CX. 

@Karl Beal - have you got any further with Genesys support, or seen any improvement?

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hi @Jason Kleitz thanks for the reply however, we have been on Genesys for 2 years and never had these issues which suggest something released recently has caused this lag so why are we not rolling back whatever caused it rather than waiting for something to be built.

The level of issues this is causing our operation I am expecting a fix in by tomorrow as its already been well over a week but no ETA sounds like this could easily roll over into next week? The developers must have some indication of an ETA if they are developing it.

Hey Karl,

The internal investigation that I am monitoring on the performance issues was started before the UI changes were rolled out. The latest update that I am seeing internally is that this issue has already been escalated and that we should have a feature toggle in place soon (no ETA) to help alleviate the performance issues that you all are experiencing. 

As I mentioned before, we have a different team (not Mate and company) that are investigating the issue and working on the change. Once the feature toggle is ready, the Customer Care Engineer should let you know. I'm going to keep my eye on this issue from my end as well.

Hi @Jason Kleitz How do you know its not directly related if the devs are still looking? There's not just me an Lawrence affected, on the beta thread for this change other clients are reporting lag also. 

Rather than creating a new thread can we have a meaningful update as this is seriously impacting our customer experiences and I sent logs 2 days ago to your developers so there must be some kind of update?

Thanks

Karl  

Hello @Karl Beal and @Lawrence Drayton,

It looks like all of the other issues within this post have been resolved according to Mate's latest post. With regards to the performance issue, that is a separate issue that is not directly related to this new Message UI change.

I want you to know that I am monitoring this issue internally. I have sent the information that I've gathered from this thread and the Beta thread as well and they have sent the necessary information to the Customer Care Engineer, and our Dev team. I don't currently have any new information, but our team is looking into the performance issues that you have talked about.

From what I am seeing, this is not directly related to the new Messaging UI changes that were rolled out. If you would like to continue to discuss that issue in particular, could you please create a new thread in the Community and feel free to tag me so that I am notified once you have started the new thread.

Hi @Lawrence Drayton No improvement. Sent some network and console logs to them over 24 hours ago which is with their servops team but no update, 

Sent a chase and waiting for a response. 

Again not sure why this change has not been reverted considering how much impact this is having to our customer experience. 

Yes, I am having the same issue. Agents on multiple chats have a LARGE amount of lag, and it's blowing out our AHT for these and making a terrible CX. 

@Karl Beal - have you got any further with Genesys support, or seen any improvement?

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hello Karl and Lawrence,

I wanted to let you know that I've received word that our Dev team has rolled out a fix for the delay when switching between Messaging interactions. They are asking that any affected to re-test for the delay and provide feedback on the Care Case if the issue persists. If so, further troubleshooting of network connectivity may be required.

Hi @Jason Kleitz thanks for the reply however, we have been on Genesys for 2 years and never had these issues which suggest something released recently has caused this lag so why are we not rolling back whatever caused it rather than waiting for something to be built.

The level of issues this is causing our operation I am expecting a fix in by tomorrow as its already been well over a week but no ETA sounds like this could easily roll over into next week? The developers must have some indication of an ETA if they are developing it.

Hey Karl,

The internal investigation that I am monitoring on the performance issues was started before the UI changes were rolled out. The latest update that I am seeing internally is that this issue has already been escalated and that we should have a feature toggle in place soon (no ETA) to help alleviate the performance issues that you all are experiencing. 

As I mentioned before, we have a different team (not Mate and company) that are investigating the issue and working on the change. Once the feature toggle is ready, the Customer Care Engineer should let you know. I'm going to keep my eye on this issue from my end as well.

Hi @Jason Kleitz How do you know its not directly related if the devs are still looking? There's not just me an Lawrence affected, on the beta thread for this change other clients are reporting lag also. 

Rather than creating a new thread can we have a meaningful update as this is seriously impacting our customer experiences and I sent logs 2 days ago to your developers so there must be some kind of update?

Thanks

Karl  

Hello @Karl Beal and @Lawrence Drayton,

It looks like all of the other issues within this post have been resolved according to Mate's latest post. With regards to the performance issue, that is a separate issue that is not directly related to this new Message UI change.

I want you to know that I am monitoring this issue internally. I have sent the information that I've gathered from this thread and the Beta thread as well and they have sent the necessary information to the Customer Care Engineer, and our Dev team. I don't currently have any new information, but our team is looking into the performance issues that you have talked about.

From what I am seeing, this is not directly related to the new Messaging UI changes that were rolled out. If you would like to continue to discuss that issue in particular, could you please create a new thread in the Community and feel free to tag me so that I am notified once you have started the new thread.

Hi @Lawrence Drayton No improvement. Sent some network and console logs to them over 24 hours ago which is with their servops team but no update, 

Sent a chase and waiting for a response. 

Again not sure why this change has not been reverted considering how much impact this is having to our customer experience. 

Yes, I am having the same issue. Agents on multiple chats have a LARGE amount of lag, and it's blowing out our AHT for these and making a terrible CX. 

@Karl Beal - have you got any further with Genesys support, or seen any improvement?

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hi Jason,

Has this fix been applied globally? Our customer still has issues with freezes when agents switch between web messaging interactions. There is a case ongoing too.

Regards

Hello Karl and Lawrence,

I wanted to let you know that I've received word that our Dev team has rolled out a fix for the delay when switching between Messaging interactions. They are asking that any affected to re-test for the delay and provide feedback on the Care Case if the issue persists. If so, further troubleshooting of network connectivity may be required.

Hi @Jason Kleitz thanks for the reply however, we have been on Genesys for 2 years and never had these issues which suggest something released recently has caused this lag so why are we not rolling back whatever caused it rather than waiting for something to be built.

The level of issues this is causing our operation I am expecting a fix in by tomorrow as its already been well over a week but no ETA sounds like this could easily roll over into next week? The developers must have some indication of an ETA if they are developing it.

Hey Karl,

The internal investigation that I am monitoring on the performance issues was started before the UI changes were rolled out. The latest update that I am seeing internally is that this issue has already been escalated and that we should have a feature toggle in place soon (no ETA) to help alleviate the performance issues that you all are experiencing. 

As I mentioned before, we have a different team (not Mate and company) that are investigating the issue and working on the change. Once the feature toggle is ready, the Customer Care Engineer should let you know. I'm going to keep my eye on this issue from my end as well.

Hi @Jason Kleitz How do you know its not directly related if the devs are still looking? There's not just me an Lawrence affected, on the beta thread for this change other clients are reporting lag also. 

Rather than creating a new thread can we have a meaningful update as this is seriously impacting our customer experiences and I sent logs 2 days ago to your developers so there must be some kind of update?

Thanks

Karl  

Hello @Karl Beal and @Lawrence Drayton,

It looks like all of the other issues within this post have been resolved according to Mate's latest post. With regards to the performance issue, that is a separate issue that is not directly related to this new Message UI change.

I want you to know that I am monitoring this issue internally. I have sent the information that I've gathered from this thread and the Beta thread as well and they have sent the necessary information to the Customer Care Engineer, and our Dev team. I don't currently have any new information, but our team is looking into the performance issues that you have talked about.

From what I am seeing, this is not directly related to the new Messaging UI changes that were rolled out. If you would like to continue to discuss that issue in particular, could you please create a new thread in the Community and feel free to tag me so that I am notified once you have started the new thread.

Hi @Lawrence Drayton No improvement. Sent some network and console logs to them over 24 hours ago which is with their servops team but no update, 

Sent a chase and waiting for a response. 

Again not sure why this change has not been reverted considering how much impact this is having to our customer experience. 

Yes, I am having the same issue. Agents on multiple chats have a LARGE amount of lag, and it's blowing out our AHT for these and making a terrible CX. 

@Karl Beal - have you got any further with Genesys support, or seen any improvement?

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hello Charis,

I do see that our Dev team rolled out a fix for that issue for issue at the end of last week. Could you let me know what your case number is so that I can track it internally?

Hi Jason,

Has this fix been applied globally? Our customer still has issues with freezes when agents switch between web messaging interactions. There is a case ongoing too.

Regards

Hello Karl and Lawrence,

I wanted to let you know that I've received word that our Dev team has rolled out a fix for the delay when switching between Messaging interactions. They are asking that any affected to re-test for the delay and provide feedback on the Care Case if the issue persists. If so, further troubleshooting of network connectivity may be required.

Hi @Jason Kleitz thanks for the reply however, we have been on Genesys for 2 years and never had these issues which suggest something released recently has caused this lag so why are we not rolling back whatever caused it rather than waiting for something to be built.

The level of issues this is causing our operation I am expecting a fix in by tomorrow as its already been well over a week but no ETA sounds like this could easily roll over into next week? The developers must have some indication of an ETA if they are developing it.

Hey Karl,

The internal investigation that I am monitoring on the performance issues was started before the UI changes were rolled out. The latest update that I am seeing internally is that this issue has already been escalated and that we should have a feature toggle in place soon (no ETA) to help alleviate the performance issues that you all are experiencing. 

As I mentioned before, we have a different team (not Mate and company) that are investigating the issue and working on the change. Once the feature toggle is ready, the Customer Care Engineer should let you know. I'm going to keep my eye on this issue from my end as well.

Hi @Jason Kleitz How do you know its not directly related if the devs are still looking? There's not just me an Lawrence affected, on the beta thread for this change other clients are reporting lag also. 

Rather than creating a new thread can we have a meaningful update as this is seriously impacting our customer experiences and I sent logs 2 days ago to your developers so there must be some kind of update?

Thanks

Karl  

Hello @Karl Beal and @Lawrence Drayton,

It looks like all of the other issues within this post have been resolved according to Mate's latest post. With regards to the performance issue, that is a separate issue that is not directly related to this new Message UI change.

I want you to know that I am monitoring this issue internally. I have sent the information that I've gathered from this thread and the Beta thread as well and they have sent the necessary information to the Customer Care Engineer, and our Dev team. I don't currently have any new information, but our team is looking into the performance issues that you have talked about.

From what I am seeing, this is not directly related to the new Messaging UI changes that were rolled out. If you would like to continue to discuss that issue in particular, could you please create a new thread in the Community and feel free to tag me so that I am notified once you have started the new thread.

Hi @Lawrence Drayton No improvement. Sent some network and console logs to them over 24 hours ago which is with their servops team but no update, 

Sent a chase and waiting for a response. 

Again not sure why this change has not been reverted considering how much impact this is having to our customer experience. 

Yes, I am having the same issue. Agents on multiple chats have a LARGE amount of lag, and it's blowing out our AHT for these and making a terrible CX. 

@Karl Beal - have you got any further with Genesys support, or seen any improvement?

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hello Karl and Lawrence,

I wanted to let you know that I've received word that our Dev team has rolled out a fix for the delay when switching between Messaging interactions. They are asking that any affected to re-test for the delay and provide feedback on the Care Case if the issue persists. If so, further troubleshooting of network connectivity may be required.

Hi @Jason Kleitz thanks for the reply however, we have been on Genesys for 2 years and never had these issues which suggest something released recently has caused this lag so why are we not rolling back whatever caused it rather than waiting for something to be built.

The level of issues this is causing our operation I am expecting a fix in by tomorrow as its already been well over a week but no ETA sounds like this could easily roll over into next week? The developers must have some indication of an ETA if they are developing it.

Hey Karl,

The internal investigation that I am monitoring on the performance issues was started before the UI changes were rolled out. The latest update that I am seeing internally is that this issue has already been escalated and that we should have a feature toggle in place soon (no ETA) to help alleviate the performance issues that you all are experiencing. 

As I mentioned before, we have a different team (not Mate and company) that are investigating the issue and working on the change. Once the feature toggle is ready, the Customer Care Engineer should let you know. I'm going to keep my eye on this issue from my end as well.

Hi @Jason Kleitz How do you know its not directly related if the devs are still looking? There's not just me an Lawrence affected, on the beta thread for this change other clients are reporting lag also. 

Rather than creating a new thread can we have a meaningful update as this is seriously impacting our customer experiences and I sent logs 2 days ago to your developers so there must be some kind of update?

Thanks

Karl  

Hello @Karl Beal and @Lawrence Drayton,

It looks like all of the other issues within this post have been resolved according to Mate's latest post. With regards to the performance issue, that is a separate issue that is not directly related to this new Message UI change.

I want you to know that I am monitoring this issue internally. I have sent the information that I've gathered from this thread and the Beta thread as well and they have sent the necessary information to the Customer Care Engineer, and our Dev team. I don't currently have any new information, but our team is looking into the performance issues that you have talked about.

From what I am seeing, this is not directly related to the new Messaging UI changes that were rolled out. If you would like to continue to discuss that issue in particular, could you please create a new thread in the Community and feel free to tag me so that I am notified once you have started the new thread.

Hi @Lawrence Drayton No improvement. Sent some network and console logs to them over 24 hours ago which is with their servops team but no update, 

Sent a chase and waiting for a response. 

Again not sure why this change has not been reverted considering how much impact this is having to our customer experience. 

Yes, I am having the same issue. Agents on multiple chats have a LARGE amount of lag, and it's blowing out our AHT for these and making a terrible CX. 

@Karl Beal - have you got any further with Genesys support, or seen any improvement?

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Yes, I am having the same issue. Agents on multiple chats have a LARGE amount of lag, and it's blowing out our AHT for these and making a terrible CX. 

@Karl Beal - have you got any further with Genesys support, or seen any improvement?

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hey @Lawrence Drayton, thanks for sharing your experience! I did a check and don't see a ticket for you or your team. Can you please submit a case for our care team to review? It would be helpful for our team to have as much info as possible.

Thanks,

Matt

Yes, I am having the same issue. Agents on multiple chats have a LARGE amount of lag, and it's blowing out our AHT for these and making a terrible CX. 

@Karl Beal - have you got any further with Genesys support, or seen any improvement?

Hi Jason

Now in contact with Genesys support and setting up a call. 

The lag issue could be us although we have checked our network and can't see any issues and the issues started once the new messaging UI went live. 

The frustration has been support originally pointed us to look at this thread and this thread was pointing me to continue with the ticket. 

Happy now finally getting somewhere with support. 

Thanks 

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Is there an update on the Copy/Paste issue as well as the Word/OneNote issue? This is causing a huge headache for our crisis counselors.

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.

Hi Emmett,

Thanks for getting in touch. The paste from clipboard adds images from Microsoft Office product is now fixed since this Tuesday. (19th of Nov.)
If you refer to a different copy paste issue, please open a care ticket.

Include:

-detailed description

-screenshot or screen video

Best

Is there an update on the Copy/Paste issue as well as the Word/OneNote issue? This is causing a huge headache for our crisis counselors.

Hey Karl,

I wanted to check in with you on the issue that you were having. I've been looking at the info that we have from the threads in the communities, as well as the info from your ticket with Customer Care. I've also spoke with the PM team to see what all we can do. They have said that during the Beta that ran for months, they processed 100K+ messages per day and they did not see anything like what you were describing.

With that being said, they have tried to reproduce the issues that you are seeing but they are unable to reproduce them. The best route that we had was to open a support ticket, describe the problem(s) that your team encounters in detail, and give us clear steps to reproduce the issue. I believe someone from your team has recently uploaded a video to the support ticket. Is that correct? If so, were you all able to upload the accompanying console and network logs to the case?

For right now, an open case with Customer Care will be the best avenue for getting your issue resolved as it will allow you to upload logs, videos, screen shots, etc. to the issue so that we can get your problem fixed. If anyone else is experiencing an issue like the ones that Karl has described please let me know what your case numbers are and I can work on making sure that they are linked together for our team researching this issue.

As a side note, the feature and the updates that our team has been pushing out should have no impact on system performance, at least that I am aware of. I did want to ask if there had been any changes within your environment recently as those could affect performance issues at the agent's stations. 

I am going to keep an eye on this and let you know in this thread if I have any new information.

Thanks Jason, although rather it be rolled back until its been fixed and tested properly. 

The lag this change is causing is like going from Fibre broadband to AOL Dialup. 

Hello Karl,

They are still working on any issues that pop up. I saw that you posted on that thread but I wanted to include the last update (from 3 hours ago) on this thread as well

From the other thread:

Status update on the 15th of November:

Issues resolved:

• Red alert message is removed from the cases when the web messaging end user is offline and the message is just pending delivery.

Issues with fixes under development (ETA: early next week):

• rendering out email addresses correctly (removing the mailto: part),
• giving back the markdown syntax to hyperlinks pasted from canned responses (click [here] (genesys.com))

Issues under investigation:

• behavior of ctrl-v, ctrl-z
• fix for pasting content from Excel and OneNote as text instead of image

Thanks Jason but we still have considerably more lag, cannot download images, and if we back space to delete a letter it deletes everything we've typed. Are they still working on fixes? Worried how this passed testing!  

Hey everyone,

Thank you for the feedback. All of it was extremely helpful in tracking down the next steps on my end. It looks like the Dev team is currently wokring through some bugs with the recent release. I did find this post by @Jan Heinonen in the Beta HQ thread for this release mentioning they they are also having an issue with pasting content rich text. I'm seeing that there was a hotfix released earlier today and they still have some changes in the works for an upcoming spring. I would recommend trying to Copy / Paste again and if the issue still persists, make a post in the thread on the Beta HQ.

Anybody notice an issue with using ctrl+v to paste content from another app, in my case OneNote, that is now by default pasting it as an image instead of text?  This appears to only have started this week along with the new messaging UI.

Ctrl+v works fine pasting into other things in Genesys Cloud like email, just messaging that has the problem.

Current workaround we have is getting the users to use Ctrl+Shift+V instead.