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  • 1.  Wrap Up Panel Usability Improvements- Lag in populating Wrap-Up Codes

    Posted 04-03-2025 11:02
    No replies, thread closed.

    Hi,

    We are trying to see if anyone else has been experiencing a lag with wrap-up codes after the release of the new usability improvements. This was communicated in the March 24th, 2025 release notes, but appears to have been pushed to our area today, April 3rd. 

    Our agents are now reporting that there is a delay with this enhancement before the codes are generating. This is causing their ACW time to increase, since it does not populate until 5-6 seconds in. Is this expected behavior? We asked them to pin the wrap-up panel (they are using the new multi-panel view) to see if that helps, but they are still reporting that the wrap-up code options do not populate for up to 5 seconds. 

    Thank you,


    #PlatformAdministration

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    Sarah Blizzard
    Workforce Performance Specialist, PEFCU
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  • 2.  RE: Wrap Up Panel Usability Improvements- Lag in populating Wrap-Up Codes

    Posted 04-03-2025 14:16
    No replies, thread closed.

    Hi Sarah yes we've had the odd report of exactly this.  I think one of my colleagues had raised a case.  Not sure what the outcome of that was.



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    Vaun McCarthy
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  • 3.  RE: Wrap Up Panel Usability Improvements- Lag in populating Wrap-Up Codes

    Posted 04-03-2025 14:26
    No replies, thread closed.

    Hello Sarah,

    That does seem odd. You may want to collect some console and network logs and raise a case with Customer Care. If you do raise a case, and @Vaun McCarthy if you are able to track down your colleague's case number, please share them here and I can monitor the investigation.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 4.  RE: Wrap Up Panel Usability Improvements- Lag in populating Wrap-Up Codes

    Posted 04-03-2025 16:48
    No replies, thread closed.

    Jason,

    We have logged a case: CAS-43814-P0Y8L7. We are working with Austin, and running thru some tests. 

    Thank you,



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    Sarah Blizzard
    Workforce Performance Specialist, PEFCU
    ------------------------------

    Original Message


  • 5.  RE: Wrap Up Panel Usability Improvements- Lag in populating Wrap-Up Codes

    Posted 04-03-2025 16:55
    No replies, thread closed.

    Hi Sarah, is that a Genesys case # or a case # with your support partner?



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    Vaun McCarthy
    ------------------------------

    Original Message


  • 6.  RE: Wrap Up Panel Usability Improvements- Lag in populating Wrap-Up Codes
    Best Answer

    Posted 04-04-2025 09:23
    No replies, thread closed.

    Hello Sarah,

    I was able to find the case that Austin opened up for you (0003723714). It looks like our support team has recommended the use of a Time Machine link to test whether this issue was caused by one of our latest updates. Depending on how that testing goes will determine the next steps that Customer Care will need to take. I'm keeping an eye on your case, as well as another one that is similar. 



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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