Genesys Cloud - Main

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,

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,

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.

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,

Jason,

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

Thank you,

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.

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,

Jason,

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

Thank you,

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.

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,