Genesys Cloud CX - Beta HQ

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

Hi Allen, 

We have noticed this happening today, as well. Has this been your experience the whole time with testing the new UI? Where did you see that Genesys called out this as being a bug? 

------------------------------
Dylan Rockwell
Systems Admin
Visions Federal Credit Union

Original Message:
Sent: 10-16-2025 11:29
From: Allen Kaliebe
Subject: New UI using Desktop app - Call History not updating correctly

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

#BetaUpdate
#Unsure/Other

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Allen Kaliebe
.
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Greetings @Dylan Rockwell & @Allen Kaliebe - According to Genesys, this is an issue "that existed in the legacy navigation as well, but the new navigation surfaced it." No resolution date has been provided nor a plan to delay the forced rollout announced, but they state the issue is being addressed with urgency, and a ticket should be opened with Genesys Support (Care) if you'd like to follow the resolution more closely.

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Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-16-2025 16:41
From: Dylan Rockwell
Subject: New UI using Desktop app - Call History not updating correctly

Hi Allen, 

We have noticed this happening today, as well. Has this been your experience the whole time with testing the new UI? Where did you see that Genesys called out this as being a bug? 

------------------------------
Dylan Rockwell
Systems Admin
Visions Federal Credit Union

Original Message:
Sent: 10-16-2025 11:29
From: Allen Kaliebe
Subject: New UI using Desktop app - Call History not updating correctly

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

#BetaUpdate
#Unsure/Other

------------------------------
Allen Kaliebe
.
------------------------------

I disagree with them on that, I didn't notice it happening before and used it a lot in the last few months while testing outbound on our new SBC

Greetings @Dylan Rockwell & @Allen Kaliebe - According to Genesys, this is an issue "that existed in the legacy navigation as well, but the new navigation surfaced it." No resolution date has been provided nor a plan to delay the forced rollout announced, but they state the issue is being addressed with urgency, and a ticket should be opened with Genesys Support (Care) if you'd like to follow the resolution more closely.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-16-2025 16:41
From: Dylan Rockwell
Subject: New UI using Desktop app - Call History not updating correctly

Hi Allen, 

We have noticed this happening today, as well. Has this been your experience the whole time with testing the new UI? Where did you see that Genesys called out this as being a bug? 

------------------------------
Dylan Rockwell
Systems Admin
Visions Federal Credit Union

Original Message:
Sent: 10-16-2025 11:29
From: Allen Kaliebe
Subject: New UI using Desktop app - Call History not updating correctly

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

#BetaUpdate
#Unsure/Other

------------------------------
Allen Kaliebe
.
------------------------------

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

We are also experiencing this issue and I appreciate you posting this Allen.  It was brought to my attention yesterday by a department who migrated over to the new AI.

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

Hi all,

We have also had reports of the same happening in our Browsers (edge & Chrome), we have logged with our 3rd party support and hopefully on to Genesys...

Any idea of the time frames behind the fix please?  I would hope that this is fully resolved by the GA for us next Wednesday? 

Has anyone got a Genesys Case number to share so that I can add that to my ticket?

TIA 

Keith 

We are also experiencing this issue and I appreciate you posting this Allen.  It was brought to my attention yesterday by a department who migrated over to the new AI.

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

I see the same, the new UI cant be made GA until this is fixed, another thing I have noticed, not sure if others have is that when navigating around the people the screen doesn't refresh and render properly as though it loses some of the HTML page layout and doesn't fit the page width properly and jams it all over to the left.

Andy

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

Hello all,

I wanted to provide a quick update on this. I took a look internally and it looks like this should be rolling out this week during the normal update release schedule for your region.

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

Hello all,

I wanted to provide a quick update on this. I took a look internally and it looks like this should be rolling out this week during the normal update release schedule for your region.

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

Thank you, Jason! 

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

Hi everyone, are you still experiencing this as well?

Thank you, Jason! 

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

Thank you all for posting about this. It looks like this rollout did not fully address the issue. While some issues were fixed by this release, the call log is still not consistent. I'm following this issue internally and will keep you all posted when I have more info.

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved. 

We are experiencing a call history issue in the Genesys desktop app on the new UI. When the agent clicks on call history, it refreshes, but refreshes to days past and cannot scroll up to most recent calls. Genesys has recognized this as a bug, but has not announced a date for bug fix. Will this issue postpone forced rollout at the end of the month, or will it there be a bug fix before the rollout? We cannot move to the new UI until this is resolved.