Genesys Cloud - Main

Hi all, 

Anyone know of a fix the the spinning animation on the calls button on agent view screen? refreshing the page stops the animation until the next call comes in and then it starts again. Would appreciate any info on a fix to appease my agents. 

many thanks

JP

#Roadmap/New Features
#Telephony
#Unsure/Other

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Jason Pratt
Customer Experience Manager
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Hi Jason,

The animation usually appears when the WebRTC station/connection is in a transitional state (incoming call, reconnecting, registering etc)

Genesys acknowledged this as a UI defect in recent updates. Yes, refreshing the webpage clears this temporarily. Also, try clearing cache, using latest browser version, or switch to Desktop App.
Official recommendation from Genesys is:

• Update to the latest Genesys Cloud release (UI fixes are rolled out weekly).
• If it's urgent, try opening a support ticket with Genesys and reference the UI spinning animation defect. They may apply a patch or confirm if it's on the roadmap for resolution.

Hope this helps.
thanks

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Ashiesh Sharma
GCX- GCP, ARC, SCR, QM
BT plc
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That indicates the Persistent Connection for WebRTC.  If they want to disable it, they can click on their profile and the down arrow for their Phone should have the option for disconnect persistent connection.

Downside to that, next call they receive, their phone will need to reconnect to the server before they connect with the customer.  Persistent Connection keeps that connection open, depending on what your org is setup for so connections with calls are quicker/smoother.  I think default is 5mins? 

I believe it used to spin less in the old UI, but in terms of the animation, I guess Genesys would need to change it to animate once or twice and stop.  Alternatively if your business manages something like Ublock Origin, you could find the spinning animation and block it, but that's probably not a great idea.

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Robert Niblock
Contact Centre Technology Analyst
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For what it's worth, this exact topic was raised during the beta period by Dan Sellers. Ironically, today he posted in that same thread that he opened an Idea to have that spinning behavior changed. Worth voting for if interested.

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Brian T. Jones | Ascension | Senior Specialist - Technology
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Original Message:
Sent: 10-29-2025 23:39
From: Robert Niblock
Subject: New UI - Spinning animation on calls button

That indicates the Persistent Connection for WebRTC.  If they want to disable it, they can click on their profile and the down arrow for their Phone should have the option for disconnect persistent connection.

Downside to that, next call they receive, their phone will need to reconnect to the server before they connect with the customer.  Persistent Connection keeps that connection open, depending on what your org is setup for so connections with calls are quicker/smoother.  I think default is 5mins? 

I believe it used to spin less in the old UI, but in terms of the animation, I guess Genesys would need to change it to animate once or twice and stop.  Alternatively if your business manages something like Ublock Origin, you could find the spinning animation and block it, but that's probably not a great idea.

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Robert Niblock
Contact Centre Technology Analyst
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