Revision as of 02:04, July 30, 2020 by Olena (talk | contribs) (RN Automation.)
Jump to: navigation, search

Known Issues and Recommendations

CCPulse+

The Known Issues and Recommendations section is a cumulative list for all 9.0.x releases of CCPulse+. 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 Cloud deployments only.

There is a known interoperability issue with Oracle 11g; when you configure the extended RDBMS type used by Genesys CX Insights, Genesys recommends that you use Oracle 11gR2, or another supported type, instead. See Installing Genesys CX Insights for more information.

Reports in the Task Routing folder are supported for Genesys Cloud deployments only.

testing for PUBSWIKI-1451

ID: GCXI-3355 Found In: 9.0.015.00 Fixed In: 9.0.888.02

In scenarios where the LOG_LEVEL variable is declared in the gcxi.properties file, SLAVE nodes fail to join the cluster, with the following error: 

NOTICE |     |main                     |                    |Waiting for the primary node to finish start. Sleep 20

To work around this issue, omit the LOG_LEVEL variable.

ID: GCXI-3351 Found In: 9.0.015.00 Fixed In: 

In release 9.0.014.03, pods cannot run on the master Kubernetes node.

To work around this issue, add the following text in the containers section of the gcxi-postgres.yaml file. This change causes PostgreSQL to run on the master Kubernetes node: 

      tolerations:
      - effect: NoSchedule
        key: node-role.kubernetes.io/master
        operator: Exists
      nodeSelector:
        node-role.kubernetes.io/master: ""
ID: GCXI-3141 Found In: 9.0.014.03 Fixed In: 

When deploying a fresh installation of Genesys CX Insights release 9.0.014.02 and later where you will use PostgreSQL for the meta database, PostgreSQL 11 is required. In scenarios where you upgrade to Genesys CX Insights release 9.0.014.02 from an earlier release, you can continue to use PostreSQL 9.x for the meta database.

ID: GCXI-3155 Found In: 9.0.014.02 Fixed In: 

Applying localization to GCXI Projects causes some Project properties to return to default values. You can work around this issue using either of the following methods:

  • Workaround option 1 — Complete the following steps:
    1. Log in using an account with Administrator or Developer privileges.
    2. On the user menu, open Preferences.
    3. In the section Project Defaults > General, change the value of Color Theme from Red to CXInsights,
    4. Click Apply.
    5. In the section Folder browsing, select the My Reports option.
    6. Click Apply.
    7. In the section History List, clear the option The new scheduled report or document will overwrite older versions of itself.
    8. Click Apply.
    9. In the section Export Reports:
      1. Select Encode CSV for exporting to Excel
      2. Change the value of Maximum number of cells to export to plain text: from 100000 to 1000000.
      3. Change the value of Maximum number of cells to export to HTML and Excel with formatting: from 10000 to 1000000.
      4. Click Apply.
  • Workaround option 2 — Complete the following steps:
    1. On a machine with a docker container running, log in using an account with Administrator or Developer privileges.
    2. Execute the following command:
    docker exec -it ${CONTAINER_ID} /bin/bash -c "cd /genesys/gcxi; java -jar com.genesys.gcxi.generator.jar -s localhost -p 34952 -l Administrator -w ${MSTR_PASSWORD} -f templates -m true -x 128"
    Where:
    ${CONTAINER_ID} - docker container id
    ${MSTR_PASSWORD} - Administrator password
ID: GCXI-2833 Found In: 9.0.014.02 Fixed In: 9.0.015.00

After upgrading from an older release, Genesys CX Insights fails to restart in scenarios where the properties of a MicroStrategy object contain a UTF-8 string greater than 32768 bytes.

ID: GCXI-2553 Found In: 9.0.013.01 Fixed In: 9.0.014.03

Update fails on Genesys CX Insights deployments where the metadata default language is set to anything except English (United States), with an error that includes text similar to: Error running handler: exit status 1. To work around this issue, complete the following steps before beginning an update:

  1. Log in as Administrator, click User Preferences > General.
  2. In the Language > Metadata list, select English (United States).
ID: GCXI-2546 Found In: 9.0.013.01 Fixed In: 9.0.014.02

When upgrading to Genesys CX Insights 9.0.012.01, all custom DSN settings, such as settings for TLS, and localization, are lost if DRV_TYPE=ODBC is not set explicitly. This occurs because, in release 9.0.012.01, the DRV_TYPE value is set to JDBC by default.

ID: GCXI-2398 Found In: 9.0.012.01 Fixed In: 9.0.013.01

In Microsoft SQL deployments where you configure MicroStrategy Web to use Azeri Latin, the connection can fail with an ODBC error.

ID: GCXI-1772 Found In: 9.0.010.04 Fixed In:  

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

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.

ID:   Found In: 9.0.009.00 Fixed In:  

The Genesys CX Insights Installation Package comprises several files, some of which are too large to be downloaded using Genesys Download Center. Contact Customer Care for assistance.

ID: GCXI-1557 Found In: 9.0.008.00 Fixed In:  

The performance of SQL-based reports can vary depending on the data in your database, so in some circumstances, reports that use the optimized filters can run more slowly than expected, and, in some cases, timeouts can occur. To resolve this issue, Genesys recommends changing the affected report to use the standard date time filters. To resolve this issue, remove the special optimized filter from a report, and replace it with a standard filter. For more information, see Optimizing report filtering in the Genesys CX Insights User's Guide.

ID: GCXI-1596 Found In: 9.0.007.03 Fixed In:  

In deployments with MicroStrategy release 10.11.1, when users select widgets on the dashboard, data appearing on other widgets does not automatically update. For example, clicking on an agent name does not focus the dashboard on that agent.

To work around this issue, complete the following steps:

  1. Log in with an account that is a member of the Genesys Super Administrator group (or use the preconfigured user GenSupAdm).
  2. Run the dashboard, and select the source widget.
  3. On the source widget configuration menu (at top-right corner of the widget), choose Select Targets...
  4. On each target widget, clear the checkbox Targets. The Target placeholder disappears from the target widget.
  5. Click Apply.
  6. On the source widget configuration menu (at top-right corner of the widget), choose Select Targets...
  7. Select each target widget. The Target placeholder appears in the target widget.
  8. Click Apply.
  9. Select File > Change Prompt Option and Save. A confirmation requester appears.
  10. Select And discard current answers, and click Confirm and Save.
ID: GCXI-1506 Found In: 9.0.007.03 Fixed In: 9.0.008.00

In scenarios where agents or queues are members of more than one group, and access restrictions are configured for all groups of which the agent or queue is the member, data can be double-counted in reports.

ID: GCXI-1509 Found In: 9.0.006.01 Fixed In: 9.0.009.00

In Genesys CX Insights deployments that do not include the recommended release of Reporting and Analytics Aggregates (RAA), some reports may not work as expected. For example, with RAA 8.1.405.11, the Callback Details Report doesn’t work. (The Callback Details Report requires RAA Release 8.5.001.23 or later.) Genesys recommends that you always install compatible releases of RAA and other products, as described in the 9.0 Product Alerts.

ID: GCXI-1139 Found In: 9.0.006.00 Fixed In:  

In some scenarios following the installation of GCXI updates, a warning message appears after users log in, which includes the following text: 

This is a notification that your MicroStrategy implementation may be out of compliance with your software agreement.  The number of...

This indicates a configuration problem, not a license error. For information about how to work around this issue, see the MicroStrategy Knowledge Base.

ID: GCXI-1989 Found In: 9.0.0 Fixed In:  

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 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.

ID:   Found In: 9.0.009.00 Fixed In:  

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
Comments or questions about this documentation? Contact us for support!