Release Notes - Genesys Cloud Historical Adapter v2.7.2

Owned by Arielle Kaye Odeste
Jun 23, 2023
2 min read

Overview

When agent changes management unit, the adapter should be able to handle this without stopping the processing and onboarding of data.

Bug Fixes

  • ESD-5097 Adherence Indices failing to Ingest - When agent changes management unit, his exceptions on dashboard should display according to what is displayed on Genesys.

These changes should also be captured in management unit cache. Exceptions from previous management unit will be tagged with IsDeleted = True since these exceptions are not reflecting on Genesys anymore. However, a Genesys defect is found where in some of the exceptions from previous management unit is reassigned to the new management unit.

Adherence lookup in db will be the reference when tracking an agent’s movement from one management unit to another. Thus, it is not advisable for it to be cleared anytime.

Genesys

Test Agent belonged to this management unit before:

Then moved here:

 

eMite

Previously, its displaying as this:

After change in management unit, the highlighted one will be tagged with IsDeleted = True:

  • UpdateGroups adapter instance error due to duplicate entries on AgentGroupHistory table - Running update group in this version triggers an error. Since adherence index base its agent name field in group cache, this error should be resolved to ensure correct and accurate agent names are looked up.