Known Issues and Recommendations
Contact Center Advisor and Workforce Advisor
The Known Issues and Recommendations section is a cumulative list for all 9.0.x releases of Contact Center Advisor and Workforce 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.
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If you run the Advisors dashboard(s) in Microsoft Internet Explorer in your enterprise, Genesys recommends that you disable the Compatibility View mode.
Genesys recommends that users avoid changing the hierarchy grouping selection or hierarchy node selection when the dashboard is paused. If the user performs one of these actions while the dashboard is paused, the dashboard fails to update.
Workaround: Should a user perform one of the preceding actions while the dashboard is paused, the user must enable the dashboard ("unpause" the dashboard) to allow it to update. This can be done either before or after the grouping or node selection change.
| ID: CAWU-13241 | Found In: 9.0.002.03 | Fixed In: |
Changes to the Contact Center Advisor (CCAdv) and Workforce Advisor (WA) filter settings for the mobile Alerts pane might not be retained when you re-open the filter settings.
| ID: CAWU-13107 | Found In: 9.0.000.06 | Fixed In: 9.0.000.10 |
In an MS SQL environment where there is a large number of configured applications in the rollup, the data import task can sometimes time out and report a java.lang.IllegalStateException error message. When this happens, the CCAdv dashboard stops updating.
| ID: CAWU-13105 | Found In: 9.0.000.06 | Fixed In: 9.0.000.10 |
If a user does not have the ContactCenterAdvisor.Dashboard.AgentGroupsPane.canView privilege (which controls visibility of content in the Agent Groups pane), then that user also cannot see the contents of the Applications pane. In other words, the ContactCenterAdvisor.Dashboard.AgentGroupsPane.canView privilege currently controls access to content in both the Agent Groups and Applications panes in the Contact Center Advisor dashboard. Similarly, the WorkforceAdvisor.Dashboard.AgentGroupsPane.canView privilege currently controls access to content in both the Agent Groups and Contact Groups panes in the Workforce Advisor dashboard.
| ID: CAWU-13132 | Found In: 8.5.202.09 | Fixed In: 9.0.001.06 |
Response time has been improved for the Contact Center Advisor and Workforce Advisor dashboards. Specifically, performance (response time) has been improved when you select a node in the Contact Centers pane. However, on certain browsers such as Internet Explorer 11, the performance continues to be slow in scenarios where there is a large amount of data. In addition, when using Internet Explorer 11, the browser can become unresponsive when it is left open for more than 1.5 hours.
| ID: CAWU-12988 | Found In: 8.5.202.09 | Fixed In: 9.0.002.03 |
If any DN Groups are removed from the Configuration Server, they continue to show as applications (Assigned or Available) and are not automatically removed.
Workaround: An administrator can manually remove a DN Group from the base object configuration as long as the DN Group has not yet been removed from the Configuration Server (that is, manually removing the DN Group from the base object configuration must be done before removing the DN Group from the Configuration Server). Otherwise, if the DN Group has already been removed from the Configuration Server and it was assigned to the rollup hierarchy, then an administrator can manually unassign the DN Group from the hierarchy.
| ID: CAWU-12953 | Found In: 8.5.202.09 | Fixed In: 9.0.000.06 |
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: |
You must provide authentication information in order for WA to connect to the WFM Server. Ensure authentication is enabled in the WFM Server Application; turning off this authentication is not supported.
| ID: CAWU-12272 | Found In: 8.5.202.09 | Fixed In: |
When you create a metric library in the Column Chooser and click Apply, you might see an error message on the dashboard and the library drop-down menu might show Unsaved Library rather than showing the name of the newly-created metric library.
Workaround: Click the Library drop-down menu in the dashboard and select the metric library of your choice.
| ID: PLT-8066 | Found In: 9.0.001.06 | Fixed In: 9.0.002.03 |
If you open Column Chooser and click Apply before returning to your CCAdv or WA dashboard, you might see an error message on the dashboards, whether you made changes to metric selections in Column Chooser or not. The error message is: Cannot read property 'name' of undefined. You can ignore this message; it does not indicate a problem on the dashboards.
| ID: PLT-8064 | Found In: 9.0.001.06 | Fixed In: 9.0.002.03 |
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 Contact Center Advisor and Workforce Advisor unless otherwise noted in the issue description.
There are no internationalization issues for this product.