Release Notes - Genesys Cloud Real-Time Adapter v2.1.4

Owned by Arielle Kaye Odeste
Dec 15, 2021
2 min read

Overview

Version 2.1.4 includes enhancements that were identified based on feedback from customers and bug fixes required to handle use cases that arose during investigation of an issue related to calls being displayed in dashboard as ongoing for a long time even though the conversation has been closed in reality.

Product Enhancements

  • Primary and Secondary status - If the value within Secondary Status is same as the value within Primary Status, then adapter will now display both values in the format Value1-Value2. For example, if the primary status value is AVAILABLE and secondary status value is AVAILABLE then the combination PRIMARY - SECONDARY will be displayed as AVAILABLE - AVAILABLE. In AgentPresence Status, the secondary status was earlier excluded if both primary and secondary status values are the same.

  • Raw messages - Enhanced logging of raw messages received from Genesys Cloud.

  • Lookup functionality - Refactored the lookup functionality to use the new generic lookup data framework provided by eMiteSDK v2.5.1 which allows lookup data persistence.

  • Duration value - Enhanced RealTimeQueueStatus message group to include a use case where duration value was not shown for the longest call back waiting in queue when a valid call back existed in the ACD.

  • v1.x support - Removed support for v1.x of the adapter.

Fixed Issues

  • Fixed an issue where LongestCallWait durations got stuck and never cleared automatically, requiring a manual restart of the adapter.

  • Fixed an issue that caused the drillthrough column filters to not include some filter values making filtering by those values impossible in the drillthrough datablock. The static values in filter were not persisted correctly earlier.

  • In scenarios like web-socket errors, when the adapter is restarted, the cache values were not being refreshed. This has been fixed to refresh when adapter is restarted.

  • Fixed an issue relating to QueueName in RealTimeAgentPresence message group being constructed incorrectly by appending media type multiple times.