Release Notes - Genesys Cloud Real-Time Adapter v2.6

Owned by Arielle Kaye Odeste
Feb 14, 2023
2 min read

Overview

Genesys Realtime adapter shows correct list of agents in Agent Presence message group now. This applies to newly created agents or agents getting inactive or deleted in Genesys application.

Bug Fixes

  • Correct agents not visible in groups - Dashboard was not displaying correct agents in AgentPresence message group of Genesys Realtime adapter when compared to Genesys application, causing customers to make request for manual repoll.
    The issue is fixed now. Customer can expect which agents will be displayed in dashboard based on this configuration:
    InitialLoadConfig = "LoadInactiveUsers": false, "LoadUsersWithNoGroups": false (default)

    • "LoadInactiveUsers":

      • true = shows all agents regardless of state (Active, Inactive, and Deleted)

      • false = shows Active agents only

    • "LoadUsersWithNoGroups"

      • true = shows agents regardless of group association

      • false = shows agents with group association only

Now when an agent state has changed, for example, Active to Deleted, the agent is expected to be removed from dashboard after page refresh OR adapter restart, as long as their "LoadInactiveUsers" = false.

Else, the deleted agent will still display both in dropdown filter and datablock.

The same also applies to new agents in Genesys app. It will depend on this configuration.

  • "Static data" not persistent in dropdown filter - Previous agent presence is not found in dropdown filter.

For example, User A who was previously Away is now Busy - Busy. The dropdown filter should display both “Away” and “Busy - Busy”.

The issue is fixed now. Static data persist every 2 minutes and between restarts now. This will allow a gradual buildup of the static data as events occur without losing previous persisted data.