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Calls dropping regularly for users. Disconnect type shown as ERROR.

Posted By Jason Tran 12-16-2025 11:30
Found In Egroup: Genesys Cloud - Main \ view thread

Interaction dropped are showing as Error and it appears to be related to the Genesys side. Does this normally indicate their is something wrong with the Edges? I instructed the user to enable persistent connection. #Telephony -------------------------------------------

RE: Interaction timeline showing agents being alerted for 0.0 seconds multiple times.

Posted By Jason Tran 10-31-2025 10:22
Found In Egroup: Genesys Cloud - Main \ view thread

tHEY SAID its been different agent each time it happens but normally its just that specific user at that moment -------------------------------------------

Interaction timeline showing agents being alerted for 0.0 seconds multiple times.

Posted By Jason Tran 10-30-2025 12:55
Found In Egroup: Genesys Cloud - Main \ view thread

We are seeing an interactions showing the agent being alerted multiple times for 0.0 seconds despite the agent and queue not having such second set in their timeout. Anyone know if this is related to the issue reported with the Edges sometime last week or so where agents on queue were being alerted much ...

Is there a way to change to the older Dashboard UI

Posted By Jason Tran 10-21-2025 11:54
Found In Egroup: Genesys Cloud - Main \ view thread

Customer is asking if there is a way to change to the older UI version for the dashboard. I ready somewhere there was a feature but I cant find it. If not is there still a way to change the background? #Reporting/Analytics -------------------------------------------

Users not allow to edit Master Admin role despite it working for Admin role

Posted By Jason Tran 10-13-2025 16:36
Found In Egroup: Genesys Cloud - Main \ view thread

Getting a old error where its not letting them edit their Master Admin role despite the other roles allowing it just fine. We can't replicate this in out demo org. Is there a specific permission for this they need? #Unsure/Other -------------------------------------------

RE: Dashboard using chrome browser not updating properly

Posted By Jason Tran 09-26-2025 09:09
Found In Egroup: Genesys Cloud - Main \ view thread

They said its only one tab opened for the browser as they use it to monitor on a big screen. -------------------------------------------

Dashboard using chrome browser not updating properly

Posted By Jason Tran 09-24-2025 15:24
Found In Egroup: Genesys Cloud - Main \ view thread

Customer is reporting dashboard isn't updating correctly for their dashboard using chrome browser. They have to clear cache for it to sync with the recent information. It appears when using the application version the issue doesn't really happen. Is this a common issue reported for using the dashboard ...

Web Message Interaction disconnecting despite agent still being active.

Posted By Jason Tran 09-09-2025 16:31
Found In Egroup: Genesys Cloud - Main \ view thread

Agents are reporting that their web message would disconnect on its own despite them being active even if the customer doesn't respond to them. The document mention it only disconnect 72 hours after the web message disconnects but from the example provided it disconnects only sometime after they don't ...

Can genesys increase the amount of users that the org can enable their console logging?

Posted By Jason Tran 08-19-2025 14:06
Found In Egroup: Genesys Cloud - Main \ view thread

Is there a way for an org to increase the amount of users they can enable console logging for? It appears there is a limit of 5. Is there a way for increase this limit in the org? #Unsure/Other -------------------------------------------

RE: "the client never received a session but is configured for persistent connection" Seen when running the diagnostic tools

Posted By Jason Tran 07-29-2025 15:51
Found In Egroup: Genesys Cloud - Main \ view thread

They are still seeing the same thing even when clearing the cache. -------------------------------------------

"the client never received a session but is configured for persistent connection" Seen when running the diagnostic tools

Posted By Jason Tran 07-29-2025 11:27
Found In Egroup: Genesys Cloud - Main \ view thread

The agent keeps getting this error message even after disabling persistent connection. They said they don't have any other tabs or anything where they are using GC other then the one machine the agent is using. Not sure what this error message indicates. #Telephony #Unsure/Other ...

/api/v2/conversations/calls/history not returning any results

Posted By Jason Tran 06-17-2025 15:09
Found In Egroup: Genesys Cloud - Developer Community! \ view thread

I'm trying to find out why its not returning nay results. How does the API actually work? Is it the call history for the user only? #PlatformAPI

Is there a way to keep track of schedule callbacks a agent made?

Posted By Jason Tran 06-02-2025 14:28
Found In Egroup: Genesys Cloud - Main \ view thread

Is there currently a way with the resources genesys have available to see how many callbacks an individual has scheduled, regardless of whether or not they have since been returned? This to make sure agent aren't doing anything wrong with the schedule. #Reporting/Analytics

Pulling data from 2 different reports show different answer and handle numbers. Is there a SLA when pulling data from Genesys?

Posted By Jason Tran 05-20-2025 12:04
Found In Egroup: Genesys Cloud - Main \ view thread

We have 1 report using a PureInsight application integration and the other Power BI report. The business notice that the report from PureInsight occasionally shows lower numbers than the Power BI report when running the report days later. They said all calls and callbacks are handle and completed on ...

RE: When handling a ACD call and trying to transfer it to a external contact. If the contact has multiple numbers selecting one of them doesn't do anything.

Posted By Jason Tran 05-14-2025 14:08
Found In Egroup: Genesys Cloud - Main \ view thread

We opened a ticket. Number is 0003756389

When handling a ACD call and trying to transfer it to a external contact. If the contact has multiple numbers selecting one of them doesn't do anything.

Posted By Jason Tran 05-13-2025 09:10
Found In Egroup: Genesys Cloud - Main \ view thread

Gotten reports that when trying to transfer to a external contact with multiple numbers and selecting one doesn't do anything. It only transfer if the external contact has one number. I tested this out and got the same result and can't transfer unless the external contact has only one number to it but ...

When using co-browser the customer side is not showing the top of the web page while the agent end does

Posted By Jason Tran 05-09-2025 09:46
Found In Egroup: Genesys Cloud - Main \ view thread

The business is reporting issue where when they are using co-browser. They notice on the customer end the top of the page isn't not showing the tabs while the agent end it does show the tabs properly. Customer: Agent: Is this issue related to the business ...

Call in queue going to the agent with the lower idle time instead of the one waiting in queue longer

Posted By Jason Tran 05-06-2025 16:53
Found In Egroup: Genesys Cloud - Main \ view thread

There reports of agents with lower idle time getting calls before agent that has been waiting longer in queue. The calls do not have skills or agent scored adjusted to them when sent to queue. The only routing the queue is using is the "All Skills Matching" routing but there no skills assigned to these ...

Cross Origin error "Failed to read a named property 'href' from 'Location'" when deploying web messenger script.

Posted By Jason Tran 04-30-2025 16:25
Found In Egroup: Genesys Cloud - Developer Community! \ view thread

Business is getting cross origin error: thirdparty-plugins.html:1 Error in event handler: SecurityError: Failed to read a named property 'href' from 'Location': Blocked a frame with origin "https://apps.mypurecloud.com" We believe this is cause be a browser security blocking something from ...

RE: Is there a report to determine if the company directory is used in the IVR?

Posted By Jason Tran 04-23-2025 08:58
Found In Egroup: Genesys Cloud - Main \ view thread

Thanks so there no way to know unless it goes through a milestone before they say the name of the agent they want.

Jason Tran

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