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  • 1.  Multi-contextual Panels - lagging with dialler campaigns

    Posted 08-07-2025 10:53

    Hi. We raised an issue with support a couple of months ago about severe latency for our users on dialler campaigns. We were advised it was being investigated and the UI was being made optional until resolved. 

    We're now in August and the UI is being forced out next week. We've put our affected agents back on the multi contextual UI to see if the latency issue is resolved and it is still happening. 

    We need this issue fixed or for the UI to remain optional, surely it can't go live like this?



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    James Hinojosa
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  • 2.  RE: Multi-contextual Panels - lagging with dialler campaigns

    Posted 08-07-2025 14:17

    HI @James Hinojosa When was your last update from support? As we are not aware this concern/issue



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    Nicholas Robinson
    Principal Product Manager
    Genesys - Employees
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    Original Message


  • 3.  RE: Multi-contextual Panels - lagging with dialler campaigns

    Posted 08-08-2025 03:11

    Hi Nicholas. The ticket was Case #0003751398

    The last conversation I had with support on it was back in May:

    Hi Franz, good morning. Disabling the multicontextual panel resolved the lag issues immediately! Is this a known issue with customers on the new UI?

    Hi James,

     

    Thank you for this update. It is a common behavior and several tickets were raised. We are still improving the Multi Contextual Panel and all inputs will help develop the best outcome.

     

    We will relay this information to our developers and give you an update the soonest we receive a response or if we have additional questions.

     

    Regards,

     

    Franz Conde

    Senior Technical Support

    Genesys Cloud Customer Care - UI



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    James Hinojosa
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    Original Message


  • 4.  RE: Multi-contextual Panels - lagging with dialler campaigns

    Posted 08-12-2025 09:10

    Hi Nicholas. Any update on this please? Current ticket is #0003827911



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    James Hinojosa
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    Original Message


  • 5.  RE: Multi-contextual Panels - lagging with dialler campaigns

    Posted 08-13-2025 19:31

    Hey James,

    Usually ticket updates are managed in the support portal.

    Can I ask what kind of delay you are experiencing and when? What campaign settings you have set up and if the queue has any whisper prompts configured?

    Thanks



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    Joshua Civitareale
    Solution Consultant
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    Original Message


  • 6.  RE: Multi-contextual Panels - lagging with dialler campaigns

    Posted 08-21-2025 06:16

    Hi Josh. I'd love to rely on support, they are usually pretty good but I've been waiting 7 days now for a response to my last message on the ticket on this...

    It's UI lag, calls not appearing in sync on the front end to the back end. Users being flagged as not responding before they ever see a call present, scripts not pulling customer data through in real time with the call coming in etc. We run preview campaigns. We don't have any whisper prompts in place.

    There is zero lag on the actual calls themselves for what it's worth, they still happen in real time as they should. It's just everything about the Genesys UI that is lagging for our campaign team.



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    James Hinojosa
    Genesys Cloud Manager
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    Original Message


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