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New UI using Desktop app - Call History not updating correctly

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  • 1.  New UI using Desktop app - Call History not updating correctly

    Posted 10-16-2025 11:30
    No replies, thread closed.

    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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  • 2.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-16-2025 16:42
    No replies, thread closed.

    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? 



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    Dylan Rockwell
    Systems Admin
    Visions Federal Credit Union
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  • 3.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-16-2025 23:45
    Edited by Brian Jones 10-17-2025 06:24
    No replies, thread closed.

    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
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    Original Message


  • 4.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-24-2025 03:54
    No replies, thread closed.

    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



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    Andy Jackson
    Senior Unified Communications Engineer
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    Original Message


  • 5.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-24-2025 06:25
    No replies, thread closed.

    Definitely don't disagree with your disagreement, Andy, given it wasn't prominent in the legacy UI. How that's the case is beyond me technically, but perhaps "other underlying/unseen UI issues from the legacy UI" may also explain some of the issues we've raised in the new UI 😉 Who knows, right?



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


  • 6.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-17-2025 08:21
    No replies, thread closed.

    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.



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    John Humma
    Call Center Architect
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  • 7.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-23-2025 09:22
    No replies, thread closed.

    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 



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    Keith Simmonds
    Telecommunications, Audio Visual Specialist
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    Original Message


  • 8.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-23-2025 21:43
    No replies, thread closed.

    @Keith Simmonds - Here's my Case number if it helps: 0003880150



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


  • 9.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-24-2025 03:53
    No replies, thread closed.

    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



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    Andy Jackson
    Senior Unified Communications Engineer
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  • 10.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-24-2025 05:51
    No replies, thread closed.

    Genesys have responded to us. This is a know issue considered a bug.by the developers. The have identified the cause and are working on a fix. Given the upcoming forced UI change scheduled for October 27, 2025, They are working to ensure this issue is addressed as part of that deployment. 



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    George Holdstock
    na
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    Original Message


  • 11.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-27-2025 09:29
    No replies, thread closed.

    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.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 12.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-27-2025 09:35
    No replies, thread closed.

    Thank you, Jason! 



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    Dylan R
    Systems Admin
    Visions Federal Credit Union
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    Original Message


  • 13.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-28-2025 15:28
    No replies, thread closed.

    Thanks for the update Jason!



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    Mark A. Cains
    Contact Center Engineer, Unified Communications
    Office of Information Technology (OIT)
    U.S. Department of Veterans Affairs
    ------------------------------

    Original Message


  • 14.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-29-2025 08:29
    No replies, thread closed.

    Thank you, Jason! 



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    Claudio Barbosa
    SC
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  • 15.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-30-2025 11:13
    No replies, thread closed.

    Hi everyone, are you still experiencing this as well?



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    Dylan R
    Systems Admin
    Visions Federal Credit Union
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    Original Message


  • 16.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-30-2025 23:22
    No replies, thread closed.

    Yes, it's still occurring for us as well.



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


  • 17.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-31-2025 08:29
    No replies, thread closed.

    Yesterday I reached out to a few Agents and they said the history still was not updating correctly. 



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    John Humma
    Call Center Architect
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  • 18.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 10-31-2025 09:39
    No replies, thread closed.

    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.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 19.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 11-07-2025 16:35
    No replies, thread closed.

    FYI all - Just got this response from Support, so hopefully a fix is coming soon:

    "This is to update you that our development team has identified the problem, and a patch is planned to be deployed soon. The service team is working on fixing the progressive time interval problem where the system fetches increasingly older date ranges each time the inbox is accessed after navigation."



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


  • 20.  RE: New UI using Desktop app - Call History not updating correctly

    Posted 11-13-2025 08:46
    No replies, thread closed.

    This is an issue with our organization as well; however, we are not using the desktop app. We are using Chrome as well as the Chrome Browser Extension.



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    Nicki Dehn
    Senior Cloud Partner
    AAA Club Alliance
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  • 21.  RE: New UI using Desktop app - Call History not updating correctly
    Best Answer

    Posted 11-20-2025 06:06
    No replies, thread closed.

    Good news, everyone! Support just updated our Case stating the issue should be fixed for all web & desktop app users. I can confirm the issue is resolved for our web users (after a browser refresh/fresh login).

    NOTE: We were told desktop app users will need to update their app to reflect the change. Can neither confirm or deny if said update is truly required to see the fix though. 



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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