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Known Issues and Recommendations

Genesys Customer Experience Insights

The Known Issues and Recommendations section is a cumulative list for all 9.0.x releases of Genesys Customer Experience Insights. This section provides the latest information on known issues and recommendations associated with this product. It includes information on when individual items were found and, if applicable, corrected. The Resolved Issues section for each release describes the corrections and may list additional issues that were corrected without first being documented as Known Issues.


See also Internationalization Issues.


Reports in the Designer and Task Routing folders are supported for Genesys Engage cloud deployments only.

When you change the language used to display the reports, note that MicroStrategy does not provide translation into Turkish or Arabian (AR-sa). So, while Turkish and Arabian (AR-sa) are supported by Genesys CX Insights (beginning in release 9.0.009), it is not supported by MicroStrategy. This means that only some objects will be localized, causing some parts of the reports to appear in English.

In localized deployments, the following report and dashboard names or descriptions are not fully translated:

  • Agent Omnichannel Activity Report
  • Agent Summarized State
  • Agent Activity
  • Predictive Routing Detail Report
  • Predictive Routing Operational Report
  • Agent Utilization
  • Transfer Detail Report
  • Co-browse Detail Report
  • Predictive Routing Agent Occupancy Report (Active Time & Predictive)(Day)
ID: GCXI-4047 Found In: 9.0.016.02 Fixed In: 9.0.016.03

In deployments that are localized to use Japanese, Korean, or Chinese, report names do not display correctly when exported to PDF.

ID: GCXI-3854 Found In: 9.0.015.04 Fixed In: 

In some scenarios, Japanese, Chinese, or Korean text fails to appear when reports are exported to CSV files. To work abound this issue, perform one of the following:

  • For Docker-Kubernetes deployments:
    1. Navigate to the <tomcat> > webapps > Microstrategy > WEB-INF > xml > config folder, where <tomcat> is the folder containing the Tomcat instance that serves MicroStrategy.
    2. Open the exportFormats.xml file for editing, and make the following change:
      For the two <export-format> nodes where the value of export-format-type attribute is com.microstrategy.web.app.beans.EnumExportFormats.ExportFormatCsv and com.microstrategy.web.app.beans.EnumExportFormats.ExportFormatCsvIServer, add the following case sensitive XML attribute: charset="UnicodeLittle"
    3. Save the exportFormats.xml file.
  • For Docker-compose installation:
    1. Execute the following command to copy the file exportFormats.xml from Docker to your local desktop: 
      docker cp ${container_id}:/opt/tomcat/webapps/MicroStrategy/WEB-INF/xml/config/exportFormats.xml exportFormats.xml
    2. Open the exportFormats.xml file for editing, and make the following change:
      1. For the two <export-format> nodes where the value of the name attributes are csv and csvIServer, add the following XML attribute: charset="UnicodeLittle"
    3. Execute the following command to save the exportFormats.xml file, and copy it back to the Docker container: 
      docker cp exportFormats.xml ${container_id}:/opt/tomcat/webapps/MicroStrategy/WEB-INF/xml/config/exportFormats.xml
    4. Execute the following command to restart the Docker container: 
      docker restart ${container_id}
ID: GCXI-3794 Found In: 9.0.015.02 Fixed In: 9.0.015.04

In some scenarios, Japanese, Chinese, or Korean text fails to appear when reports are exported to PDF files.

  • To work around this issue in release 9.0.015.04, apply the new WenQuanYi Zen Hei font as follows:
    1. Open the affected report for editing.
    2. In the FORMAT section, set All Grid Cells" and "All", and then select the new WenQuanYi Zen Hei font.
    3. Save the report.
    4. Execute the following command to restart the container: 
      docker restart ${container_id}
  • To work around this issue in releases earlier than 9.0.015.04:
    1. Execute the following command to install the WenQuanYi Zen Hei font to the container: 
      docker exec -it ${container_id} bash -c 'yum install -y wqy-zenhei-fonts && yum clean all && cp /usr/share/fonts/wqy-zenhei/* /var/opt/MicroStrategy/install/PDFGeneratorFiles/'
    2. To make the new font available in Genesys CX Insights:
      1. Execute the following command to copy the file fontNamesPicker.xml from the container to your local desktop: 
        docker cp ${container_id}:/opt/tomcat/webapps/MicroStrategyMobile/WEB-INF/xml/config/fontNamesPicker.xml fontNamesPicker.xml
      2. Open the fontNamesPicker.xml file for editing, and add the following nodes: 
        <shortcut desc="WenQuanYi Zen Hei" name="pkrWenQuanYi Zen Hei">
        <attributes>
            <attribute name="style" value="font-family:WenQuanYi Zen Hei" />
            <attribute name="value" value="WenQuanYi Zen Hei"/>
        </attributes>
    </shortcut>
    <shortcut desc="WenQuanYi Zen Hei Mono" name="pkrWenQuanYi Zen Hei Mono">
        <attributes>
            <attribute name="style" value="font-family:WenQuanYi Zen Hei Mono" />
            <attribute name="value" value="WenQuanYi Zen Hei Mono"/>
        </attributes>
    </shortcut>
    <shortcut desc="WenQuanYi Zen Hei Sharp" name="pkrWenQuanYi Zen Hei Sharp">
        <attributes>
            <attribute name="style" value="font-family:WenQuanYi Zen Hei Sharp" />
            <attribute name="value" value="WenQuanYi Zen Hei Sharp"/>
        </attributes>
    </shortcut>
      3. Execute the following command to copy the file fontNamesPicker.xml back to the container: 
        docker cp fontNamesPicker.xml ${container_id}:/opt/tomcat/webapps/MicroStrategyMobile/WEB-INF/xml/config/fontNamesPicker.xml
    3. Apply the new WenQuanYi Zen Hei font as follows:
      1. Open the affected report for editing.
      2. In the FORMAT section, set All Grid Cells" and "All", and then select the new WenQuanYi Zen Hei font.
      3. Save the report.
      4. Execute the following command to restart container:
      docker restart ${container_id}
ID: GCXI-3793 Found In: 9.0.015.02 Fixed In: 9.0.015.04

Once you have enabled a language other than US English, switching to a different language can cause only partial translation. If, after enabling a language, you wish to switch to a different language, talk to your Genesys representative.

ID: GCXI-1618 Found In: 9.0.009.00 Fixed In: 9.0.010.04

In scenarios where Genesys CX Insights subscriptions are configured to send localized reports by email to accounts are configured to use the Generic Email device option, the email subject line contains incorrect coding, and may contain unexpected characters such as question marks (?). To correct this issue, complete the following steps:

  1. Log in to Genesys CX Insights as an administrator, click your user name, and select Preferences.
  2. On the Preferences page, click E-mail Addresses.
  3. Add (or edit existing) email addresses, configuring the Device as Outlook.
ID: GCXI-2327 Found In:   Fixed In:  


Internationalization Issues

Information in this section is included for international customers. Release numbers in the Found In and Fixed In fields refer to the English (US) release of Genesys Customer Experience Insights unless otherwise noted in the issue description.

In localized deployments, the following report and dashboard names or descriptions are not fully translated:

  • Agent Omnichannel Activity Report
  • Agent Summarized State
  • Agent Activity
  • Predictive Routing Detail Report
  • Predictive Routing Operational Report
  • Agent Utilization
  • Transfer Detail Report
  • Co-browse Detail Report
  • Predictive Routing Agent Occupancy Report (Active Time & Predictive)(Day)
ID: GCXI-4047 Found In: 9.0.016.02 Fixed In: 9.0.016.03

In deployments that are localized to use Japanese, Korean, or Chinese, report names do not display correctly when exported to PDF.

ID: GCXI-3854 Found In: 9.0.015.04 Fixed In: 

In some scenarios, Japanese, Chinese, or Korean text fails to appear when reports are exported to CSV files. To work abound this issue, perform one of the following:

  • For Docker-Kubernetes deployments:
    1. Navigate to the <tomcat> > webapps > Microstrategy > WEB-INF > xml > config folder, where <tomcat> is the folder containing the Tomcat instance that serves MicroStrategy.
    2. Open the exportFormats.xml file for editing, and make the following change:
      For the two <export-format> nodes where the value of export-format-type attribute is com.microstrategy.web.app.beans.EnumExportFormats.ExportFormatCsv and com.microstrategy.web.app.beans.EnumExportFormats.ExportFormatCsvIServer, add the following case sensitive XML attribute: charset="UnicodeLittle"
    3. Save the exportFormats.xml file.
  • For Docker-compose installation:
    1. Execute the following command to copy the file exportFormats.xml from Docker to your local desktop: 
      docker cp ${container_id}:/opt/tomcat/webapps/MicroStrategy/WEB-INF/xml/config/exportFormats.xml exportFormats.xml
    2. Open the exportFormats.xml file for editing, and make the following change:
      1. For the two <export-format> nodes where the value of the name attributes are csv and csvIServer, add the following XML attribute: charset="UnicodeLittle"
    3. Execute the following command to save the exportFormats.xml file, and copy it back to the Docker container: 
      docker cp exportFormats.xml ${container_id}:/opt/tomcat/webapps/MicroStrategy/WEB-INF/xml/config/exportFormats.xml
    4. Execute the following command to restart the Docker container: 
      docker restart ${container_id}
ID: GCXI-3794 Found In: 9.0.015.02 Fixed In: 9.0.015.04

In some scenarios, Japanese, Chinese, or Korean text fails to appear when reports are exported to PDF files.

  • To work around this issue in release 9.0.015.04, apply the new WenQuanYi Zen Hei font as follows:
    1. Open the affected report for editing.
    2. In the FORMAT section, set All Grid Cells" and "All", and then select the new WenQuanYi Zen Hei font.
    3. Save the report.
    4. Execute the following command to restart the container: 
      docker restart ${container_id}
  • To work around this issue in releases earlier than 9.0.015.04:
    1. Execute the following command to install the WenQuanYi Zen Hei font to the container: 
      docker exec -it ${container_id} bash -c 'yum install -y wqy-zenhei-fonts && yum clean all && cp /usr/share/fonts/wqy-zenhei/* /var/opt/MicroStrategy/install/PDFGeneratorFiles/'
    2. To make the new font available in Genesys CX Insights:
      1. Execute the following command to copy the file fontNamesPicker.xml from the container to your local desktop: 
        docker cp ${container_id}:/opt/tomcat/webapps/MicroStrategyMobile/WEB-INF/xml/config/fontNamesPicker.xml fontNamesPicker.xml
      2. Open the fontNamesPicker.xml file for editing, and add the following nodes: 
        <shortcut desc="WenQuanYi Zen Hei" name="pkrWenQuanYi Zen Hei">
        <attributes>
            <attribute name="style" value="font-family:WenQuanYi Zen Hei" />
            <attribute name="value" value="WenQuanYi Zen Hei"/>
        </attributes>
    </shortcut>
    <shortcut desc="WenQuanYi Zen Hei Mono" name="pkrWenQuanYi Zen Hei Mono">
        <attributes>
            <attribute name="style" value="font-family:WenQuanYi Zen Hei Mono" />
            <attribute name="value" value="WenQuanYi Zen Hei Mono"/>
        </attributes>
    </shortcut>
    <shortcut desc="WenQuanYi Zen Hei Sharp" name="pkrWenQuanYi Zen Hei Sharp">
        <attributes>
            <attribute name="style" value="font-family:WenQuanYi Zen Hei Sharp" />
            <attribute name="value" value="WenQuanYi Zen Hei Sharp"/>
        </attributes>
    </shortcut>
      3. Execute the following command to copy the file fontNamesPicker.xml back to the container: 
        docker cp fontNamesPicker.xml ${container_id}:/opt/tomcat/webapps/MicroStrategyMobile/WEB-INF/xml/config/fontNamesPicker.xml
    3. Apply the new WenQuanYi Zen Hei font as follows:
      1. Open the affected report for editing.
      2. In the FORMAT section, set All Grid Cells" and "All", and then select the new WenQuanYi Zen Hei font.
      3. Save the report.
      4. Execute the following command to restart container:
      docker restart ${container_id}
ID: GCXI-3793 Found In: 9.0.015.02 Fixed In: 9.0.015.04

In scenarios where Genesys CX Insights subscriptions are configured to send localized reports by email to accounts are configured to use the Generic Email device option, the email subject line contains incorrect coding, and may contain unexpected characters such as question marks (?). To correct this issue, complete the following steps:

  1. Log in to Genesys CX Insights as an administrator, click your user name, and select Preferences.
  2. On the Preferences page, click E-mail Addresses.
  3. Add (or edit existing) email addresses, configuring the Device as Outlook.
ID: GCXI-2327 Found In:   Fixed In:  

When you change the language used to display the reports, note that MicroStrategy does not provide translation into Turkish or Arabian (AR-sa). So, while Turkish and Arabian (AR-sa) are supported by Genesys CX Insights (beginning in release 9.0.009), it is not supported by MicroStrategy. This means that only some objects will be localized, causing some parts of the reports to appear in English.

Once you have enabled a language other than US English, switching to a different language can cause only partial translation. If, after enabling a language, you wish to switch to a different language, talk to your Genesys representative.

ID: GCXI-1618 Found In: 9.0.009.00 Fixed In: 9.0.010.04
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