Genesys Cloud - Main

Hello Team,

We have integrated custom application through Multi Contextual panel for Agents UI, the application has to be launched by agent on demand but we noticed every time a interaction get assigned to agent the application automatically launches and throwing error. (both inbound and outbound calls we see this behavior).

We know why that error is occurring in the application but we want to prevent auto launch the application, Genesys triggers that application before the interactions get matured with agents. 

How to overcome the auto launch the app from Multi Contextual Panel ?
Note - Genesys native apps not launching like this, only custom apps are behaving like this.

thanks

Hello Saravanakumar,

My recommendation would be to capture some console and network logs when this issue occurs. You should reach out to the developers who created the custom app and have them investigate the issue further.

Hello Team,

We have integrated custom application through Multi Contextual panel for Agents UI, the application has to be launched by agent on demand but we noticed every time a interaction get assigned to agent the application automatically launches and throwing error. (both inbound and outbound calls we see this behavior).

We know why that error is occurring in the application but we want to prevent auto launch the application, Genesys triggers that application before the interactions get matured with agents. 

How to overcome the auto launch the app from Multi Contextual Panel ?
Note - Genesys native apps not launching like this, only custom apps are behaving like this.

thanks

The application is not coded to loaded automatically, and the same the application was being used inside Script there it is not auto launching. 

So custom app side i do not see any possibility for this issue.

What is your point of view the custom apps in the multi contextual panel auto launches or not which is true ?

Hello Saravanakumar,

My recommendation would be to capture some console and network logs when this issue occurs. You should reach out to the developers who created the custom app and have them investigate the issue further.

Hello Team,

We have integrated custom application through Multi Contextual panel for Agents UI, the application has to be launched by agent on demand but we noticed every time a interaction get assigned to agent the application automatically launches and throwing error. (both inbound and outbound calls we see this behavior).

We know why that error is occurring in the application but we want to prevent auto launch the application, Genesys triggers that application before the interactions get matured with agents. 

How to overcome the auto launch the app from Multi Contextual Panel ?
Note - Genesys native apps not launching like this, only custom apps are behaving like this.

thanks

Hello,

I removed your posts which had the network logs due to PII reasons. I have not heard of any issue with the multipanel workspaces. The latest UI update should work just fine out of the box, which is why I would suspect that the custom application would be causing the issue. You may want to check in with the people in the Multipanel Workspace community.

The application is not coded to loaded automatically, and the same the application was being used inside Script there it is not auto launching. 

So custom app side i do not see any possibility for this issue.

What is your point of view the custom apps in the multi contextual panel auto launches or not which is true ?

Hello Saravanakumar,

My recommendation would be to capture some console and network logs when this issue occurs. You should reach out to the developers who created the custom app and have them investigate the issue further.

Hello Team,

We have integrated custom application through Multi Contextual panel for Agents UI, the application has to be launched by agent on demand but we noticed every time a interaction get assigned to agent the application automatically launches and throwing error. (both inbound and outbound calls we see this behavior).

We know why that error is occurring in the application but we want to prevent auto launch the application, Genesys triggers that application before the interactions get matured with agents. 

How to overcome the auto launch the app from Multi Contextual Panel ?
Note - Genesys native apps not launching like this, only custom apps are behaving like this.

thanks

Hello Saravanakumar,

My recommendation would be to capture some console and network logs when this issue occurs. You should reach out to the developers who created the custom app and have them investigate the issue further.

Hello Team,

We have integrated custom application through Multi Contextual panel for Agents UI, the application has to be launched by agent on demand but we noticed every time a interaction get assigned to agent the application automatically launches and throwing error. (both inbound and outbound calls we see this behavior).

We know why that error is occurring in the application but we want to prevent auto launch the application, Genesys triggers that application before the interactions get matured with agents. 

How to overcome the auto launch the app from Multi Contextual Panel ?
Note - Genesys native apps not launching like this, only custom apps are behaving like this.

thanks