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Increase in Issues on our Genesys platform

  • 1.  Increase in Issues on our Genesys platform

    Posted 09-29-2022 12:02
    Is anyone else out there experiencing an increase in issues/instability with the Genesys Cloud implementation - Primarily with voice?

    We have many different issues with Genesys that are starting to boil over into great concerns about our system as we head into our peak season.

    • Intermittent problems where many different agents, across multiple sites not able to hear the agent, but the customer can hear them & both are recorded on the interaction
      • We have done many things regarding desktop, headset, applications, etc.
      • We are monitoring network.
      • Genesys sees no problem on their side.
      • We can't find the problem on our side. 
    • Calls Disconnect/Drops as soon as the connection to the agent is made from the IVR
    • Calls disconnects/drop showing as if the agent disconnected when the agent was mid-sentence talking with the customer
    • Error messages telling the Agent they are not responding – but we have auto answer!
    • The ability to monitor an Agent Monitor not working for some and intermittent for others
    • One of our new contact centers is having connectivity issues and dropped calls.

    We have passed a few of these to the Genesys Support desk but have no answers.

    We have been negatively impacted for literally months. But diversity and frequency of issues is increasing.
    Any insights, idea, options, etc.  
    Does anyone know someone in Genesys who is a "troubleshooter" / problem solver who could help.
    You can respond here or email me directly at cstephesn@fanatics.com

    #Audio issues
    #Not Responding Error message
    #Connectivty issues
    #Call Drops
    #Call Monitoring issues​​​​​​​


    #Telephony
    #Unsure/Other

    ------------------------------
    Diane Stephens
    CStephens@fanatics.com
    Fanatics Tech
    ------------------------------


  • 2.  RE: Increase in Issues on our Genesys platform

    Posted 09-30-2022 04:05
    We have some of these. Calls have been logged with Genesys but no answers. The problems are intermittent and random across agents. 
    • Calls drop as soon as they are answered by the agent
    • Genesys tab closes in Edge by its self
    • Agent cannot be heard by caller


    ------------------------------
    andrew lewis
    Health Management Ltd
    ------------------------------



  • 3.  RE: Increase in Issues on our Genesys platform

    Posted 09-30-2022 04:26
    Yes, we're getting issues like this too. Most of the issues are eventually dismissed by support as local internet issues (which is a possibility but unproven, as the users don't get issues with our other VOIP tools), or the tickets end up petering out as the agents get tired of reporting them.

    ------------------------------
    James Dunn
    Pitney Bowes Inc.
    ------------------------------



  • 4.  RE: Increase in Issues on our Genesys platform

    Posted 09-30-2022 05:45
    Hi 
    We have the same issues, very frustrating

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------



  • 5.  RE: Increase in Issues on our Genesys platform

    Posted 09-30-2022 06:01
    I have done quite a bit of work analyzing our GC agents on this, I have seen patterns where calls/email/chat etc not responding is roughly the same ratio and have put this down to internet issues (home workers specifically)

    The reason for calls is where the the chrome/edge desktop cant get back to our edges in the DC

    For emails and chat its purely they ignore the alerting, I have added the beta for auto answer to a test queue and again all auto answer as expected.

    I have done 10,000s of interactions during build and testing and never experienced it, but I do have a really good internet connection.

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 6.  RE: Increase in Issues on our Genesys platform

    Posted 09-30-2022 06:17
    Andy, It could be a local internet issue, who knows? The users i have spoken to have not complained of their vpn droping (Genesys bypasses their vpn) One thing i make sure of is that they are not using wifi as i see this issue a lot more with wifi connected laptops (but not exclusively. It is very frustrating for our users and all of us as there isn't always a lot we can do to help them. We don't always know if it's resolved as sometimes the users just give up.

    There must be more Genesys can do to help.

    Genesys, your thought please?

    ------------------------------
    andrew lewis
    Health Management Ltd
    ------------------------------



  • 7.  RE: Increase in Issues on our Genesys platform

    Posted 09-30-2022 10:09
    Hey All - We also experience the above. For the agents not hearing the customer we have found out most of that is either due to other phone systems on the agents computer competing with GC like teams or cisco IPT soft phones. We also saw huge issues with Bluetooth & wireless headsets for some agents and have since replaced with wired headsets. The wired headsets so far have not had call issues.

    ------------------------------
    Daniel Tierney
    Johnson & Johnson
    ------------------------------



  • 8.  RE: Increase in Issues on our Genesys platform

    Posted 09-30-2022 10:18
    Diane,

     Do your agents share workstations or not have a designated station? One of our call centers is open floor seating and we have found that some of the agents do not properly log out and restart their stations after their shift. We found that most of the issues you are mentioning are very similar to what we were experiencing and it was because of concurrent log ins. 

    https://help.mypurecloud.com/faqs/why-do-multiple-concurrent-logins-cause-problems/

    Sincerely,

    ------------------------------
    Eric Allen
    Vervent, Inc.
    ------------------------------



  • 9.  RE: Increase in Issues on our Genesys platform

    Posted 09-30-2022 10:35
    Ours all have a laptop and work from home.

    ------------------------------
    andrew lewis
    Health Management Ltd
    ------------------------------



  • 10.  RE: Increase in Issues on our Genesys platform

    Posted 09-30-2022 12:13
    Thanks for the input/suggestion.  But we have dedicated laptops and have WFH and onsite.

    ------------------------------
    Diane Stephens
    Fanatics
    ------------------------------



  • 11.  RE: Increase in Issues on our Genesys platform

    Posted 09-30-2022 12:47
    I have noticed it mainly when agents are working from home, I showed someone the affect of streaming Netflix when doing a ping to show against response times so we have advised not to do this if possible, most BB routers don't support QOS or Prioritization of packets so you cant QOS Genesys either, most TIVO systems seem to permanently downloading.

    It is a tricky situation to get the perfect setup.  My BB is 250mb and cable broadband and I don't ever seem to have issues, but the agents are probably running cheaper setups and not best setups.

    We have set the laptops to disable wireless if cabled (have said cabled as much as possible) so stop any contending for connectivity, pushed people away from Bluetooth headsets, we dont seem to get it too much, also we have our own edges and dont run AWS virtual edges

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 12.  RE: Increase in Issues on our Genesys platform

    Posted 09-30-2022 18:46
    Hi Diane,

    We are not seeing an increase in issues or instability with voice. (Our system: US East region with BYOC on-prem Edges; on-prem agents(25%) with desk phones and WFH agents(75%) with WebRTC phones via VPN; all agents on VDI/VMs.)

    To achieve acceptable levels of stability and quality, we made improvements and resolved a variety of problems. It turns out that many issues were not due to the Genesys Cloud platform. What helped was looking at all parts and resolving issues one by one. Some of the things we did:

    Phone carrier - increased CCP (concurrent call paths); stopped data bursts from randomly interfering with voice traffic -- identified and resolved by carrier's engineer after much inquiry; replaced SIP gateway router.

    Primary business ISP - increased bandwidth for both upload and download.

    VMs - increased CPU and RAM for each VM; stopped Microsoft updates, Chrome updates, etc.; used randomized schedule for EDR and security agent updates; updated and fine-tuned VPN client software and VM client software.

    GC app (desktop and web app)
    • Enabled WebRTC persistent connection.
    • Informed users to clear Chrome browser cache frequently -- a major issue due to numerous web-based apps.
    • Asked users to log out properly using the Logout button instead of closing the app.
    • Favorites panel: don't leave this open when logging out; better to click Calls panel, then log out. If Favorites is left open, GC app will try to update everyone's status and their photos when you log back in the next day.

    User laptops
    • Use built-in USB port for USB headset.
    • Check for conflicts between the headset and other devices(built-in mic/speaker; speakers on external monitor; mic on external webcam)
    • Don't use Wi-Fi. No wireless mouse/keyboard. No other bluetooth devices.

    Home network
    • Cable Internet provides fast download but slower upload speeds. An agent's voice is uploaded, so slow upload speed is a problem.
    • Upload speed can be slowed down by video meetings, home security cameras, cellphones, any IoT devices in the home.
    • There have been no issues reported by users who migrated from cable(300/10) to fiber(500/500).



    ------------------------------
    Kun Jin Rhee
    LifeCare Assurance Company
    ------------------------------



  • 13.  RE: Increase in Issues on our Genesys platform

    Posted 10-03-2022 00:26
    Hi Kun,

    Regarding WebRTC Persistent Connection, do your users use Auto Answer feature?
    Or enabeld the Persistent Connection feature without using Auto Answer?

    Recently, I wonder that WebRTC Persistent Connection should be enabled even when the customer does not use Auto Answer feature.
    I started to think like above due to that some agents can not answer incoming calls although they are alerted.


    ------------------------------
    哲朗 藤澤
    TSUZUKI DENKI CO LTD
    ------------------------------



  • 14.  RE: Increase in Issues on our Genesys platform

    Posted 10-03-2022 12:35
    Hi 哲朗 藤澤,

    We enabled WebRTC Persistent Connection for all users regardless of whether they also use Auto Answer. This was in response to WFH users complaining that sometimes there was not enough time to answer; by the time they click Answer after hearing one or two rings, the caller is no longer there. It turns out that although we set the alert time to 20 seconds, the agent may not get the full 20 seconds to answer. For example, if a call takes 5 or 6 seconds from the Cloud server to reach the agent's WebRTC phone, this would leave only 14 or 15 seconds for an agent to hear and answer. With Persistent Connection, the initial call may be slow but subsequent calls are immediate. This has reduced missed calls.

    For ACD queue agents, adding Auto Answer has further reduced missed calls for one of our teams. Agents no longer need to spend time looking for the Answer button. However, we also have teams that do not want to try Auto Answer. Remember, Auto Answer only works for ACD calls.

    Using Genesys Cloud desktop app instead of web app also helps reduce missed calls. It has an orange icon that is easy to find on the task bar. It also has a small pop-up alert box for incoming calls. This helps when there are multiple web apps, email and other apps open on the screen.  


    ------------------------------
    Kun Jin Rhee
    LifeCare Assurance Company
    ------------------------------



  • 15.  RE: Increase in Issues on our Genesys platform

    Posted 10-09-2022 14:41
    We have also increased our Persistent connection for WebRTC to 28000 seconds..  A full day, i wonder what you folks had the Persistent connection changed to..

    ------------------------------
    Shalom Benzaquen
    Elevance Health
    ------------------------------



  • 16.  RE: Increase in Issues on our Genesys platform

    Posted 01-06-2023 13:29
    Audio Profile and WebRTC Media Helper

    Adding an audio profile in the Genesys Cloud app allows a user to specifically choose a mic, a speaker for voice, and a speaker(s) for call alert. This helps when there are several mic choices in a setup (headset mic vs. laptop built-in mic vs. external webcam with mic). For WFH users, you can select a headset and the built-in speakers to play call alerts simultaneously -- allowing you to take off the headset and not miss a call. And if users have two sets of equipment (a headset and laptop for WFH; another headset and PC/thin-client at the office), then they can create two different audio profiles.
    https://help.mypurecloud.com/articles/create-a-new-audio-profile/

    For the VDI environment, the WebRTC Media Helper may help. This allows a more direct audio connection between the Cloud and the user's hardware, especially for WFH.

    ------------------------------
    Kun Jin Rhee
    LifeCare Assurance Company
    ------------------------------



  • 17.  RE: Increase in Issues on our Genesys platform

    Posted 10-03-2022 10:26
    Hi Everyone.
    Looks like we're facing the same issues.

    I tried going through end user logs, and looks like there are 3 cases that seem to be a pattern here:
    1. "HTML5 Audio pool exhausted, returning potentially locked audio object." Genesys gave us an answer to that, and it was to clear browser cache, use latest browser etc..
      The error means that the audio pool of the browser is not being updated or refreshed properly. Meaning it is exhausting all audio pools and unable to play the next or incoming audio. The quick fix to the issue is to perform Clear Cache but then again this is a band-aid fix.
      
       
      
      Another way to resolve the issue is to make sure of the following:
      
      Running the latest version of the browser: Chrome, Firefox, or MS Edge
      Make sure the user is only using 1 tab for Genesys
      Make sure there are no Browser extensions that could be causing conflicts for the audio
    2. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn-premium.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxx', sessionType: 'softphone' }  -> I'll just try opening our firewall to allow traffic towards this address
    3. [streaming-client] IceCandidateError { errorCode: 701, errorText: 'STUN host lookup received error.', url: 'stun:turn.euc1.pure.cloud:3478', conversationId: 'xxxxxxxxxxxxxxxxxxx', sessionId: 'xxxxxxxxxxxxxxxxxxxxxxxxxx', sessionType: 'softphone' } -> again, I'll just try opening our firewall to allow traffic towards this address

    Hope it solves at least some part of the issues, but would be happy to see if anyone else found a solution, as opening firewall in my company is a bit lengthy process.

    Thanks!
    Piotr




    ------------------------------
    Piotr Danielewski
    EY Global Services Limited
    ------------------------------



  • 18.  RE: Increase in Issues on our Genesys platform

    Posted 10-04-2022 04:16
    Hi Piotr,

    If you figure out a fix for those last two errors please let us know. We get the same results. We were told to enable FORCE TURN on the user's phone, although it doesn't seem to resolve it. 

    We consistently pass the network readiness assessment tool so I don't understand why we are getting any sort of firewall errors.

    ------------------------------
    James Dunn
    Pitney Bowes Inc.
    ------------------------------



  • 19.  RE: Increase in Issues on our Genesys platform

    Posted 01-03-2023 16:20
    Bringing this back up as we went live last month and are now experiencing the same issues. Agent can clearly hear the caller, but the caller can't hear the agent. Has anyone had any "ah ha moments" with this? We're working on a Remote Worker Troubleshooting doc with all the recommended things they can try, but they are so many variables with that.

    ------------------------------
    Scott Baumann
    QBE Insurance Corporation
    ------------------------------



  • 20.  RE: Increase in Issues on our Genesys platform

    Posted 01-04-2023 06:56
    I would check the edge to SBC connectivity, it sounds like SBC to edge is OK, this will give you 1 way audio

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 21.  RE: Increase in Issues on our Genesys platform

    Posted 01-04-2023 16:04
    Thank you, Andy, but we don't believe this to be an SBC issue as that would present as more consistent. It's too intermittent at this point.

    ------------------------------
    Scott Baumann
    QBE Insurance
    ------------------------------



  • 22.  RE: Increase in Issues on our Genesys platform

    Posted 01-05-2023 04:03
    The only other time I have seen similar is home workers and their Broadband router blocking the TURN which gives no audio in.

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 23.  RE: Increase in Issues on our Genesys platform

    Posted 01-05-2023 09:28
    Hi @Andy Jackson, how did you identify that?

    We have occasionally users who are encountering disconnects, including one today. In her Console Log I can see IceCandidateErrors and STUN/TURN errors occurring.

    Raised with Genesys previously and they kept suggesting ports on the firewall were blocked but when running the Genesys network readiness assessment it shows the same port is open.​

    We have FORCE TURN enabled for this user (error occurred before this was enabled too), these are the sorts of errors I see:


    ------------------------------
    James Dunn
    Pitney Bowes Inc.
    ------------------------------



  • 24.  RE: Increase in Issues on our Genesys platform

    Posted 01-05-2023 09:39
    We identified it with the network readiness test tool,  but we did tie it down to their home router where it was blocking the inbound from the TURN

    Have you tried persistent connection on the user in question? Some of our home users are in the far reaches of the world and not the best internet connections, also try disconnecting VPN (assuming home worker)

    Are you routing your internet traffic over a VPN tunnel or direct over home broadband, we push that through the users home broadband and not VPN


    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 25.  RE: Increase in Issues on our Genesys platform

    Posted 01-05-2023 15:20
    Hi Diane,

    We are experiencing a few of these same issues:  We get all call drops while agents are mid sentence, error messages stating that the agent isn't responding even though auto answer is on for us as well, and every now and then we get an issue where people pick up a call and it'll continue ringing in the agents ear- even though the call is answered. Our agents also split their time between working from home and working in the office- call drops occurring in both locations, and primarily use the desktop Genesys application.

    What we've found is that when calls drop- we can look at the console logs and see the error message "ping missed" and then something along the lines of "session disconnected". When this occurs users often report that their computer also "freezes" up on them. I'm not sure if this is a memory issue or a connection issue- as we often see when viewing task manager during these drops, the standby memory becomes almost completely full. I believe the call drops and the "non responding" messages are related- due to these missed pings. 

    A few things we've done to try and mitigate these issues: persistent connection (didn't help), attempted using the web app version (same results), have turned off memory compression, used different browsers (chrome, edge, and Firefox | didn't help) and have changed the processor numbers to 8 in the system configuration settings, we've also turned off our Zscaler (still got call drops).  Modifying the processor number to 8 did reduce the number of drops we received however, did not get rid of them completely. We've also found that as the volume of calls increase so do the number of errors. I typically see about 2 non responding tickets a week, and on the first day back to work after New Years, when the call volume was triple the amount, we saw about 20 non responding errors that day!

    Right now we have a ticket open with Genesys Support who are working with their Devs to try and assist- but we are also at a loss for what we can do on our end to try and fix these issues. 

    Did you get anywhere with your troubleshooting?



    ------------------------------
    Dawn Weston
    AvalonBay Communities, Inc.
    ------------------------------



  • 26.  RE: Increase in Issues on our Genesys platform

    Posted 01-06-2023 11:50

    Ahhh, zScaler.  We had similar issues because zScaler has not only a web proxy, but a firewall associated to it.  Followed the rules below and our zScaler admins had us all going in no time.  However, 

    https://help.mypurecloud.com/articles/ports-and-services-for-webrtc-phones-under-genesys-cloud-voice/

    https://help.mypurecloud.com/articles/domains-for-the-firewall-allowlist/

    https://help.mypurecloud.com/articles/ip-addresses-for-the-firewall-allowlist/

    We still receive the below but Genesys functions perfectly in WFH, Offices and in other countries coming back to US East.  A couple of notes:
    You mention freezing.  We most definitely saw this once we deployed new Intel processors start in Q2 of last year.  It manifested itself when an agent would be configured to accept multiple interaction types (voice and email as an example).  one way audio would occur then Boom!  Voice calls would disconnect.  Genesys acknowledged this issue only this week and that they are working on it.  Link to our post:  https://community.genesys.com/digestviewer29/viewthread?MessageKey=bd7ce1fa-988d-4e63-bd11-01852cba3ece&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4#bmbd7ce1fa-988d-4e63-bd11-01852cba3ece

    To resolve, one of our community members found a way and it's in the link above.

    What's interesting is the original poster of this thread, is showing microphone disconnects.  We've never seen that issue and I can see the most recent version of Genesys Desktop App has a release note stating an issue with Plantronics Hub and a workaround.  No idea if it's related though.



    ------------------------------
    Steve Parsons
    BCD TRAVEL S.A.
    ------------------------------



  • 27.  RE: Increase in Issues on our Genesys platform

    Posted 01-06-2023 12:01
    The inbuilt diagnostics tool is broken, there is a thread here: Genesys Cloud CX - Genesys

    There is a separate diagnostic tool although it's not identical: Run the Genesys Cloud WebRTC Diagnostics app - Genesys Cloud Resource Center (mypurecloud.com)

    ------------------------------
    James Dunn
    Pitney Bowes Inc.
    ------------------------------



  • 28.  RE: Increase in Issues on our Genesys platform

    Posted 01-06-2023 13:37
    Unfortunately as part of our troubleshooting, we turned Zscaler off and still were still able to induce the drops. We also came across that thread regarding the freezing- which is why we dropped that processor number, IAW those screenshots in the thread. While it did help, it didnt resolve the issue..

    ------------------------------
    Dawn Weston
    AvalonBay Communities, Inc.
    ------------------------------



  • 29.  RE: Increase in Issues on our Genesys platform

    Posted 02-21-2024 19:12

    How has been your progress on this issue since the post ?  thanks.

    We are facing it quite a bit with SFDC Widget unable to answer.



    ------------------------------
    John Korn
    Johnson & Johnson Services, Inc.
    ------------------------------



  • 30.  RE: Increase in Issues on our Genesys platform

    Posted 02-22-2024 09:12

    completely fixed! Genesys pushed an update and then we switched all of our agents to the web version of genesys and have had no problems since. 



    ------------------------------
    dawn weston
    AvalonBay Communities, Inc.
    ------------------------------



  • 31.  RE: Increase in Issues on our Genesys platform

    Posted 01-10-2023 03:22

    Hi Dawn, I have a question regarding the changes you implemented to mitigate the issue.

    You mentioned "Modifying the processor number to 8", so I guess you mean core assignment in some virtual environment. Are your agents using media helper on their base machine?

    Thanks 
    Piotr



    ------------------------------
    Piotr Danielewski
    EY Global Services Limited
    ------------------------------



  • 32.  RE: Increase in Issues on our Genesys platform

    Posted 01-10-2023 09:20
    Piotr,

    Nah we arent in a virtual environment. When we modified the processor number we went to system configuration on our PC->boot -> advanced options -> number of processors--in some cases we've been modifying this number to 8 and sometimes it helps. 

    We are not using media helper- but that is something we tried in the beginning of our troubleshooting a couple months ago and unfortunately it didn't help (pun intended :P)

    ------------------------------
    Dawn Weston
    AvalonBay Communities, Inc.
    ------------------------------



  • 33.  RE: Increase in Issues on our Genesys platform

    GENESYS
    Posted 01-05-2023 17:25
    Thank you all for the great collaboration and knowledge sharing in this thread.  Please continue troubleshooting and involve Genesys Cloud Care where necessary.  We will be keeping an eye on the cases and watching for trends.

    ------------------------------
    Alan Lanteigne
    Genesys - Employees
    ------------------------------



  • 34.  RE: Increase in Issues on our Genesys platform

    Posted 03-08-2023 10:25

    Anyone able to make some progress on this? I've also seen these errors and have multiple users reporting scripts not loading outbound contact information, scripts not loading at all, call controls not displaying, and calls disconnecting. 



    ------------------------------
    Eric Berkshire
    Broker Solutions, Inc. DBA New American Funding
    ------------------------------



  • 35.  RE: Increase in Issues on our Genesys platform

    Posted 03-09-2023 09:12

    Hi there. We have encountered many of these same issues. What we have determined is that each user needs to make sure their sound profile is set up correctly and not to "use computer default." Our reps are in a hybrid environment where they come to the office 3 days a week and WFH the other two. In many instances, they are not using the same headset at both locations, so they have a home and an office sound setting they need to remember to change. Additionally, if they are using a headset such as Jabra or Poly, they need to have the software for those headsets on their computer. 

    We have had an issue where calls were alerting the rep for only a couple of seconds, then alerting the next rep. We have been working with Genesys on this. They believe the error was due to an edge upgrade, so they have downgraded our edge server until the root cause is identified. 



    ------------------------------
    Tracie Wood
    DuPont
    ------------------------------



  • 36.  RE: Increase in Issues on our Genesys platform

    Posted 03-09-2023 09:24

    Tracie,

    We have a few teams that are utilizing sound profiles. Mostly for the ability to have the ringer sound on their laptop instead of the headset. But we've been seeing a rash of random resets to the "User Computer Settings" default and then not being able to hear/be heard until they reset the profile again, or in a panic reboot their machine. Are you experiencing this as well?



    ------------------------------
    Scott Baumann
    QBE Insurance
    ------------------------------



  • 37.  RE: Increase in Issues on our Genesys platform

    Posted 03-09-2023 10:13

    Yes. We have encountered the sound profile reverting to "use computer settings" when using Google Chrome vs. Microsoft Edge. We haven't seen any issues since everyone is now using Edge as their default browser. 



    ------------------------------
    Tracie Wood
    DuPont
    ------------------------------



  • 38.  RE: Increase in Issues on our Genesys platform

    Posted 03-21-2023 21:19

    We have the same issue. Our agents are using both Genesys and Web browser clients, both are experiencing the audio quality issue.

    While I can see the logic in switching from Chrome browser to Edge may help with those using the browser version. I am puzzled about how this would help with users Genesys clients.

    Does anyone here know how to extract the log file from the Genesys Client for analysis? Cheers!



    ------------------------------
    Lim Vo
    Patelco Credit Union
    ------------------------------



  • 39.  RE: Increase in Issues on our Genesys platform

    Posted 03-22-2023 09:18

    Enable logging on the Genesys client

    In the upper left-hand corner click on the Genesys cloud Icon.

    Click on Advanced Preferences.

    Put a check in Enable Developer tools and click OK.

    Click the Genesys cloud in the top left and choose Show Console.

    After choosing Show Console please navigate to the setting gearbox in the upper right.

    This will bring you to the preferences tab.  
    In the "Network" section please check: 
    •    Preserve Log
    •    Record network log
    In the "Console" section please check:
    •    Show Timestamps
    •    Preserve log upon navigation
    Once completed click the lower X in the upper right-hand corner.  Please ensure to choose the lower X as the upper will close you out.  
    Minimize this window and leave running until you have a not responding incident.

    After the issue occurs navigate back to the window.  

    On the Console tab right click above the messages and choose "save as". 

    Please name it with a date and time and your name.  If you have the conversation id please include it in the name as well.  Please save to a location that you can find.  

    After saving choose the network tab.

    On the network tab please right click in the messaging area and choose Save all as Har with content.  



    ------------------------------
    Scott Baumann
    QBE Insurance
    ------------------------------



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