Known Issues and Recommendations
Frontline Advisor
The Known Issues and Recommendations section is a cumulative list for all 9.0.x releases of Frontline Advisor. 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.
Multi-byte languages are not supported.
If you run the Advisors dashboard(s) in Microsoft Internet Explorer in your enterprise, Genesys recommends that you disable the Compatibility View mode.
Currently, there is no Print button available for the Frontline Advisor dashboard.
The Frontline Advisor (FA) accessible dashboard might fail to load successfully while the FA hierarchy is being modified.
Workaround: Users can try reloading the accessible dashboard at a later time. You might find it helpful to adjust permissions to the FA hierarchy such that the dataset on the accessible dashboard is smaller. In that scenario, data is returned faster, which can reduce the likelihood that this issue will occur.
In the Column Chooser, the Channel column in both the Available Metrics and Selected Metrics panes fails to sort correctly when you click the column heading. If you install the release 9.0.000.10 Hot Fix patch, you might continue to experience the issue, but only occasionally. In Genesys testing, the issue occurred sometimes after switching libraries, for example.
| ID: CAWU-12874, CAWU-13127 | Found In: 8.5.202.09 | Fixed In: |
Frontline Advisor hierarchy changes might be applied inconsistently when adding or removing agents from the same parent elements multiple times while the hierarchy is being reloaded (manually or during the nightly reload).
Workaround: If you find an inconsistency in the hierarchy, Genesys recommends that you reload the hierarchy, either manually or by waiting for the nightly reload. It is best to do the hierarchy reload when there is a low volume of changes being applied to the hierarchy.
| ID: GFA-5041, GFA-4626 | Found In: 8.5.101.17 | Fixed In: |
High Availability (HA) configuration of Frontline Advisor will not work properly. Frontline Advisor servers running in the Backup execution mode will interfere with the operation of the Primary Frontline Advisor server.
Workaround: Run only a single instance of the Frontline Advisor server. Delete and/or remove any existing applications in Genesys Configuration Server that are set as a Backup Server to the Primary Frontline Advisor server application.
| ID: GFA-5038 | Found In: 9.0.000.06 | Fixed In: 9.0.000.10 |
The Frontline Advisor hierarchy fails to show in the dashboard when you set user access permissions only on the subfolders in the Agent Groups or Persons directory in your Genesys configuration interface. For a user to see the hierarchy in the Frontline Advisor Hierarchy pane, you must set Read permission for that user starting at the root level of the Agent Groups or Persons folder (be sure to check the Propagate box).
| ID: GFA-5004 | Found In: 8.5.202.09 | Fixed In: 9.0.000.10 |
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 Frontline Advisor unless otherwise noted in the issue description.
There are no internationalization issues for this product.