Known Issues and Recommendations
The Known Issues and Recommendations section is a cumulative list for all 8.5.x releases of SpeechMiner. 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.
Alerts
Business alert emails are not sent to the recipient when the recipient is a Genesys user.
The link to interactions within an Alert email does not work.
When you update the System Alert report schedule, an error occurs and the report is not saved.
The System Alert Report template cannot be scheduled by anyone.
After the System Alert report is schedule and an error is discovered by the monitoring process and the System Alert report is not sent to the recipients as configured.
The System Alert Report template cannot be scheduled by anyone.
After the System Alert report is schedule and an error is discovered by the monitoring process and the System Alert report is not sent to the recipients as configured.
Alerts are not triggered when they are created by a user who is not an agent.
Delta and Threshold alerts with a change in percentage are not triggered and sent.
API
The Explore > Search page does not load due to an unexpected duplicate metadata key.
When playing a Screen Recording in Internet Explorer 10, the Toggle Full Screen option does not work.
The Similar Calls function is not supported in the 8.5.2 release.
Global Search is not supported by the Web UI.
Browser
An error appears when the Content Browser attempts to load a relatively large list of interactions.
Chrome crashes when you try to search for and/or listen to a long recording.
Copying the Permalink link from Google Chrome and pasting the link in Internet Explorer 11 results in a blank page.
When working with Internet Explorer 11, the following Report editing steps cause the filter selection to disappear:
- Select to edit a report.
- In the report page open a filter and right-click.
- If a menu appears (since not all filters have menus), select an option. The filter closes when it shouldn’t.
When working with Internet Explorer 11, SpeechMiner performs slower than expected.
When working with Internet Explorer, the Custom scheduling option enables an unnecessary drill down that does not exist when working with Chrome. This occurs when you edit an Action item and export a completed Quality Management session.
When working with Internet Explorer 11, you cannot complete an Evaluation Session and receive a score.
| ID: PRSM-19421 |
Found In: 8.5.508.05 Restricted |
Fixed In: 8.5.508.06 |
When working with Internet Explorer 11, an error occurs when you attempt to Save a new Preset View.
When working with Internet Explorer 11, an error occurs in the Create New Comment window when you attempt to create a new comment.
When working with Internet Explorer 10, you can save a Trending filter without a name.
Cache
When the Report Caching task is enabled, the Failed to load report templates error appears in the log, reports are not cached, new rows are not added to the reportcachingLog table and in the reportCachingQueue table, the lastRunResult column contains the Report ID: XXX does not exist message.
Report Caching fails and an error appears when the current user is selected in the Interactions filter when creating a report.
When the Report Caching task is enabled, the Failed to load report templates error appears in the log, reports are not cached, new rows are not added to the reportcachingLog table and in the reportCachingQueue table, the lastRunResult column contains the Report ID: XXX does not exist message.
When a category is not selected before a report is run, the Categories filter will automatically select all of the categories, but in the reports caching task, the categories filter will be empty. As a result, the report will not be taken from the cache.
The Agents cache is not cleared automatically after a certain period of time. Users must manually clear the cache in the Manage Cache page.
Categories
When an interaction contains Silence time in 2 or more different segments, the Silence time is calculated as continuous when it shouldn't be because the segments are different. For example, if one segment has silence between 1 and 21 seconds (20 seconds) and another segment in the same interaction has silence between 20 and 40 seconds, the interaction is classified once with a category that is 30 seconds of continuous silence.
Category name recognition is case sensitive.
Topic categorization does not function as expected when processing text interactions that are recognized by SpeechMiner in Mandarin.
Re-categorizing text interactions whose content may have been purged (based on a retention policy) is not supported.
When the same text associated with two different topics is found in the same place at the same time in one interaction, SpeechMiner treats the two occurrences as 2 separate occurrences in the same text category. SpeechMiner should treat this as one occurrence.
| ID: PRSM-9349 |
Found In: 8.0 |
Fixed In: |
Coaching
When you add additional columns during a Coaching Session, the columns are added without column headers.
When you create and save a new search while performing a Coaching Session, the new search is saved without a name.
When adding interactions to a Coaching Session, the Interaction lists added to the Coaching Session appear in the Add Interactions window. In addition, when you click the Create a link to the session option in the Coaching Session, clicking the Copy & Close button in the window that appears does not copy the link.
When performing a Batch action to create a Coaching Session from the Coaching page the Cancel and Save buttons are not visible in the Coaching Session window that appears. The Cancel and Save buttons are only visible when the entire screen size is reduced.
When performing a new search in a Coaching Session all the interactions are selected when you click the checkbox in the header of the Checkbox column. But, when you clear the checkbox for one or more of the selected interactions, the checkbox in the header of the Checkbox column is not cleared.
In a Coaching Session, the Search option is not functioning as expected.
Configuring a new Coaching Session type is not working as expected.
Configuring a new Coaching Session type is not working as expected.
An error occurs when a Saved Search is added to a Coaching session.
When you try to add an interaction to a static interaction list during a Coaching session, SpeechMiner times out.
The Run Report option appears in a Coaching Session when the specific system does not include a Coaching Summary template. When the Run Report option is selected in this scenario an error appears.
When you add and start a new Coaching session > select Interaction Types (that is, calls, emails, chats and texts) and click Search, the filter indication at the top of the session does not include texts.
When you create a Coaching Session with an Interaction list with attachments, the attachment icon does not appear in the Coaching Session.
The Browser tab title includes the term SpeechMiner - Sessions when you select Coaching > Sessions. But, when you select one of the sessions in the Coaching Sessions page the tab title changes to SpeechMiner when it should remain SpeechMiner - Sessions. In addition, the Browser tab title includes the terms SpeechMiner - Search when you select Explore > Search. But, when you select Admin > Tools > Export Completed QM Sessions the tab title stays SpeechMiner - Search when it should be SpeechMiner - Export Completed QM Sessions.
When an Action Item is created from a Coaching Session, the specific action item does not appear in the Action Item list.
An error occurs when you use the Tab key to move from one field to the next when creating a new Coaching session that contains Type, Subtype and Reason Code. .
Deleted Saved Searches appear in Coaching options.
You cannot sort or filter users in the Action Items and Coaching User filters.
When you save a new search from a Coaching Session, the message that appears (Please enter Interaction list name) is incorrect.
The Interaction list takes longer than expected to upload when the list contains 500+ interactions.
When you add new columns to the old Coaching > Search Results grid, the data is presented without column headings for the added columns. When you rerun the search the column headings appear.
Compatibility
Genesys Interactions Analytics is not compatible with .Net Core v2.2.x.
Configuration Server
There is no configurable retry mechanism when loading persons and roles from the configuration server.
Two ADDP fields (ClientTimeout and ServerTimeout) are missing from the configServer table. Without these two fields, ADDP settings cannot be configured.
Run the following SQL to create the ClientTimeout and ServerTimeout fields.
Note: If you plan to perform an upgrade you must remove these two fields to prevent issues during the upgrade. Once the upgrade is complete you should add these two fields.
BEGIN TRANSACTION
GO
ALTER TABLE dbo.configServer
DROP COLUMN clientTimeout, serverTimeout
GO
COMMIT
When performing a Search, partition data is not cached. Instead, the Configuration Server is queried multiple times.
When incorrect data is entered during Config server login, the login fails but the incorrect data is updated in the Application Name column of the config server table.
When a user that is not a part of any Configuration Server access group tries to log into SpeechMiner numerous times, he/she causes login issues for all the users in the system.
When there is a large amount of users in the system (approximately above 10k), and each user is assigned to multiple Access Groups, logging into SpeechMiner takes longer than expected and may cause a timeout after 1 minute.
When there is a large amount of users in the system (approximately above 10k), and each user is assigned to multiple Access Groups, logging into SpeechMiner takes longer than expected and may cause a timeout after 1 minute.
When there is a large amount of users in the system (approximately above 10k), and each user is assigned to multiple Access Groups, logging into SpeechMiner takes longer than expected and may cause a timeout after 1 minute.
SpeechMiner Web does not close connections to RWS and RCS. As a result, SpeechMiner Web may become unavailable after a prelonged period of work.
SpeechMiner Web may receive an error from the Configuration Server when trying to load the current users details. As a result, the current users details will not be loaded into the system.
SpeechMiner Web may receive an error from the Configuration Server when trying to load the current user's details. As a result, the current user's details will not be loaded into the system.
SpeechMiner Web does not close connections to Interaction Recording Web Services (RWS) and Recording Crypto Server (RCS) . As a result, SpeechMiner Web may become unavailable after a prelonged period of work.
When working with a Single tenant Configuration Server, the Interaction Reviewed By field in the Search filter does not include Configuration Server users, when the users and roles were configured in the Resources tenant.
Content Browser
An error appears when the Content Browser attempts to load a relatively large list of interactions.
The Content Browser > Collapse option does not collapse the selected list.
Database
Instead of completing all the steps, the maintenance job quits after step 4.
Workaround: Edit the job properties under Sql Server Agent Jobs and change the On Success and On Failure in the third step to Go to the next step. Also, change the On Success and On Failure of the last step to Quit the job reporting success or Quit the job reporting failure accordingly
Because the Agent External ID is case sensitive the Agent name will disappear from the Agent filter if the capitalization of the specific name is changed in GAX.
Numbers at the end of a recording (that is, at the end of a channel) are not redacted and transcribed for the interactions pushed via Fetcher and IR components.
When a single interaction containing the same multiple metadata (for example, abc, ABC), enters the system through Fetcher or Interaction Receiver, only one of the multiple metadata is inserted into the system. If a single interaction with different metadata (for example, abc, xyz) enters the system through Fetcher or Interaction Receiver, all of the metadata keys are inserted into the system.
Agent Hierarchy for Access Control enabled is not working as expected, when the hierarchy is set to Team Name/Imaginary Name other than Agent Name.
When the date format in the webServiceParams table does not match the date format in your server, you may receive an error when viewing Related Words
It is not possible to log into SMConfig and SMART when the Database Server Username and Password contain a semicolon ; and/or an equals = symbol.
Customers may have a record whose Duration value is set to Null in the WildcardGrammars table. This may cause a system crash in version 8.5.510.01.
Workaround: Run the following SQL script in the SpeechMiner database:
update wildcardGrammars set duration= 0 where duration is NULL
Agent Hierarchy for Access Control is not working as expected when the hierarchy is set to Team Name/imaginary name.
RWS does not handle the Elasticsearch query as expected when userName starts with <agent_hierarchy>.
When working with SpeechMiner reports you may receive the warning: failed to load report template.
Documentation
The Additional Configurations page in the Administration Guide is missing information about DAYS_TO_UPDATE_EVENTS.
In the Installing the SpeechMiner Components > Installing the SpeechMiner Database > Deploying the SQL CLR section of the SpeechMiner Administration Guide information is missing about how the sqlclr.sql file should be executed against the SpeechMiner Database.
In the Setting Up the SQL Server for SpeechMiner > Recommended SQL Server Configuration section of the Administration Guide, the DB Script is incorrect.
In the Prerequisites section in the Upgrade SpeechMiner from any Version to 8.5.512 procedure in the Upgrade Guide, the link to the license@genesys.com email is no longer valid.
The Available Templates page in the SpeechMiner User Manual includes broken links.
In the Administration Guide the Installing SpeechMiner > Ports Used by the System Components section is missing ports and components used for Elasticsearch as of 8.5.511.
Information about how to configure UPlatform to work with TLS 1.2 is missing from the SpeechMiner Administration Guide.
Elasticsearch
When Elasticsearch or the Indexer is down, the Platform prints the same error numerous times to the Event Viewer. For example, 2 error messages can appear 14 to 15 times in 1 second.
Exploration
When working with Trending, conflicting results appear in the Trending page.
When working with the Advanced filter in the Trending page, the Search field does not appear for the Agent metadata field.
When an Exploration search includes an interaction that has at least one empty channel (with no recognized words in it), the Clustering task stops functioning and does not produce results for the Trending web page. This issue only occurs with the following languages:
- Dutch - NL
- Russian - Russia
- German - Germany
- Korean - Korea
- Japanese - Japan
- Mandarin - China
- Arabic - World Wide
- Turkish - Turkey
- Cantonese - Hong Kong
Trending report results are not available for new installations of 8.5.512.
After upgrading to 8.5.512, Trending report results will only be based on Trending terms available before the upgrade.
The Cluster Task column tool tip in the Saved Trending filter page displays an incorrect message when the Cluster Task did not generate data.
When the Trending report is created, user partitions are not considered. As a result, the report results include data about all the interactions associated with all the users.
The Cluster Task toggle option in the does not appear in the Cluster Task column. Instead, the term false appears in the Cluster Task column.
Special characters in a Saved Trending Filter description do not appear correctly in the UI.
When you drill down from the Trending page to the related words chart, the word NULL may appear in the Terms summary and tool tip in the Related Words pop up.
When you click a bubble in a Custom Exploration chart, the following error appears: Index count interactions by time failed. Internal server error. without affecting SpeechMiner functionality.
All Quality Management and Trending grids do not save the column width configured by the user. The width returns to its default value.
When working in Internet Explorer 11, the Years selection menu associated with the Time Period option is not centered and the view is cut.
When a term is searched from the Trending > Search Results > Related Words option, it is not highlighted in the transcript if it is part of an audio interaction.
When a new term is added to the Blacklist, the term is added to the top of the list and not in alphabetical order.
When the Trending report is created, user partitions are not considered. As a result, the report results include data about all the interactions associated with all the users.
When you drill down to a specific day in an Agent Trend report and in a Category Trend report, the data represents weeks and not the specific day.
When configuring metadata values in the Advanced Trending filter, the selected metadata values are not saved and do not appear when the specific Trending filter is opened from the Saved Trending Filter list.
The Trending feature does not work for all Asian languages.
In the Trending Information Export feature, when multiple MetaData filters are applied and run, and the results are exported, the MetaData filter predicates are separated by '|' instead of '&'.
When you try to activate a Trending Cluster Task configured with a fixed time period for non-English languages, the Activate Trending Cluster Task pop-up window, states that the specific Trending Cluster Task will be included in the Trending Cluster Task limit. A Trending Cluster Task with a fixed time period should not be included in the Trending Cluster Task limit.
When working with a Trending Cluster Task, the total number of agents shown in the Cluster Task details does not match the total number of aAgents selected in the filter.
When you first load the Trending page, data takes longer than expected to load when the system contains over 10,000 partitions.
You can edit the column cells in the Saved Trending Filter list. By default, you should not be able to edit the content in these cells.
Blacklisted terms and phrases do not appear in the Trending chart when the Ignore Blacklist option is selected.
During a search for text in a Chat transcript, the text is sometimes not highlighted within the transcript.
When you select to view all the partitions in a filter, the filter display should only display the root partition. Currently, the filter is expanded.
The Partition value in the Trending Cluster Task description is not the same as the Partition value in the Search filter.
It is possible to add the same term to the Blacklist in different variations. For example, Problem, PROBLEM, problem, ProbLEM. The Blacklist considers the variations of the same term as different terms.
The dash (-) icon is missing from the Terms & Topics row in the Trending filter.
The Trending > Related Words screen does not contain scroll bars when the chart is larger than the visible screen.
The Date Range tool tip for search results generated from the interaction transcript > Related Words window does not contain a time range.
When performing a search from the Trending > Related Words screen, the Search results are sometimes empty.
Some terms in the Trending filter page are ignored in the Related Words window.
When the Related Words window is opened from the Trending page, the Partitions filter does not work as expected.
When you select a phrase in the Trending > Related Words screen and drill down to search for interactions associated with the selected phrase, the process searches for each word separately using the AND operator. The process does not search for the exact phrase.
When you select an Advanced filter with a hierarchy in the Trending filter and click Done, the number that represents how many options were selected is incorrect. Opening and closing the list again generates the correct number.
When you select Saved Filters immediately after saving a filter, the following warning message appears: "You are about to navigate away from the current screen. Are you sure you want to leave without saving the changes you made?"
The same warning message appears even if you did not make changes.
An error message does not appear when values for the Top Terms, Monitor and Compare fields are inaccurate.
Vertical chart lines may not appear in the chart due to screen resolution.
Export
Non-segmented interactions cannot be exported from Speechminer UI.
Interaction segments with long external IDs are not exported as expected.
When you try to export a multisegment interaction, not all of the segments are exported.
When you try to export a multisegment interaction, not all of the segments are exported.
When interactions are exported from SpeechMiner UI without audio files, the event is not written in usereventstbl in the SQL table.
When a Topic Analysis Audit report is exported to a pdf, the columns and report data are not lined up correctly in the PDF.
When the Program Distribution report is run and exported to a PDF, the report is cut and appears on two pages instead of one.
When exporting an Evaluation Session, interaction metadata is not filtered. As a result, all of the metadata is exported.
When exporting some reports to PDF format, blank pages may appear in the report.
When exporting multi-segment calls, the sub-folder created under Speechminer\utopy\product\WEB\Export\ is not purged after one hour.
When exporting Evaluation Sessions an error is sent to the server, because the sessions are saved in the IIS working folder and not in the Web Export folder.
When exporting a PDF of an Ad-Hoc evaluation, the Evaluation Type field is empty.
The Export feature in the Coaching Player only sends one segment when there is more than one to send. The Export feature uses the call externalId instead of the segments externalId.
Fetcher
When data is processed through Fetcher, metadata field names are converted to lowercase.
Filters
When a large amount of agents are selected in the Agent filter in QM Evaluation Sessions page, the Agent filter appears empty.
When searching for text with special characters using the Metadata filter in the Explore page or when using the Evaluation filter in the QM Export Sessions page, the text is not highlighted when it is found in the filter.
After the Search Filter is run, the Metadata filter displays the field name instead of the display name.
In the Partitions filter, the work group tree is incorrectly duplicating all work groups that have sub trees.
When a large amount of agents are selected in the Agent filter in QM Evaluation Sessions page, the Agent filter appears empty.
The Terms filter in the Related Words filter summary does not display the merged label and with information when two labels are merged.
Hosts
All SpeechMiner hosts appear to be down (even though they are not down) when DST starts.
Indexing
The Log level in the Indexer remains info even when it is changed.
When the Index Backup task fails, the system does not automatically attempt to perform another backup and you are forced to manually restart the system to backup the index.
When an SQL timeout exception occurs, interactions that are being indexed at the same time are not re-entered into the index queue.
SpeechMiner does not support SSL on Indexer.
When performing Uninstall on a machine that only includes Indexer the following folders are not removed when they should be: Genesys\Software\Indexer and Genesys\Software\Indexer\engine.
The Indexer crashes (sometimes after 5 hours) when Elasticsearch is down and there are multiple requests to the Indexer at the same time.
When you run the Indexer Uninstall tool, you are not required to verify that you want to uninstall the Indexer.
Interactions in the Indexing queue are indexed with status=1 but are not committed for numerous hours.
The index ix_originalTime is missing from the TextData table.
Run the following query to create it:
ALTER TABLE [dbo].[TextStatus] DROP CONSTRAINT [FK_TextStatus_TextData]
GO
ALTER TABLE [dbo].[TextData] DROP CONSTRAINT [PK_TextDataTbl]
GO
ALTER TABLE [dbo].[TextData] ADD CONSTRAINT [PK_TextDataTbl] PRIMARY KEY NONCLUSTERED
(
[textId] ASC
)WITH (PAD_INDEX = OFF, STATISTICS_NORECOMPUTE = OFF, SORT_IN_TEMPDB = OFF, IGNORE_DUP_KEY = OFF, ONLINE = OFF, ALLOW_ROW_LOCKS = ON, ALLOW_PAGE_LOCKS = ON) ON [PRIMARY]
GO
ALTER TABLE [dbo].[TextStatus] WITH NOCHECK ADD CONSTRAINT [FK_TextStatus_TextData] FOREIGN KEY([textId])
REFERENCES [dbo].[TextData] ([textId])
GO
ALTER TABLE [dbo].[TextStatus] NOCHECK CONSTRAINT [FK_TextStatus_TextData]
GO
CREATE CLUSTERED INDEX [IX_originalTime] ON [dbo].[TextData]
(
[originalTime] ASC
)WITH (PAD_INDEX = OFF, STATISTICS_NORECOMPUTE = OFF, SORT_IN_TEMPDB = OFF, IGNORE_DUP_KEY = OFF, DROP_EXISTING = OFF, ONLINE = OFF, ALLOW_ROW_LOCKS = ON, ALLOW_PAGE_LOCKS = ON) ON [PRIMARY]
GO
Installation
If you install the latest SpeechMiner version without installing the .Net Core 3.1.3 prerequisite the following incorrect message will appear:
"Setup could not detect Microsoft .NET Core Windows Server Host version 2.0.0 and above. This is a prerequisite for installing the Web and indexer ."
The following message should appear instead:
"Setup could not detect Microsoft .NET Core Windows Server Host version 3.0.0 and above. This is a prerequisite for installing the Web and indexer ."
If you change the default SpeechMiner installation path, the SpeechMiner installation path and the Indexer installation path are not the same. Instead, the Indexer will be installed in the default installation path: C:\Program Files\Genesys\Software\Indexer.
Interaction Attributes
The BCC field is not visible in the Interaction Attributes > Interaction Attributes - Text section
Interaction Receiver
Interaction Receiver fails to process recordings with a valid .wav file format, no audio data, and duration = 0.
Internalization Issues
Information in this section is included for international customers.
The SMART spell checker is not supported for the following languages:
- Italian
- Mandarin
- Korean
- Japanese
When SpeechMiner is localized for an non-English market (for example, Chinese Simplified), the Evaluated and Cannot delete system tags are not translated.
Language / Localization
The following languages do not include sufficient Training material:
- Dutch
- Argentinian LATAM Spanish
- UK English
- Brazilian Portuguese
The French Canadian Genesys Interaction Analytics system no longer contains language and grammatical errors.
The Canadian French translation in the Saved Reports screen for the Last Modified and Permalink fields is incorrect.
When working with a Portuguese Brazil (pt-BR) system reports are not created when the globalDateTimeFormat is hh:mm tt.
Recognition quality of the Dutch language does not return the expected results.
When working with a Spanish language SpeechMiner interface, the Batch Action option is not aligned properly on the screen and the word Coaching associated with the Batch Action > Add To option is not translated to Spanish.
When working with a German UI and a user deletes an evaluation, the confirmation message is in Dutch instead of German.
The French Canadian SpeechMiner UI includes a French Canadian translation mistake. The word All (for All Users), should be translated to Tous.
The Media Player in the French Canadian SpeechMiner UI includes incorrect translations for the mute / unmute feature.
The word "Any" was translated incorrectly in the French Canadian SpeechMiner UI. "Any" was translated to "Quelconque" when it should have been translated to "Tous" (that is, if what follows is masculine and in plural form).
Numerous strings were not translated to French when the SpeechMiner UI was translated to French.
The SpeechMiner Russian training material is not supported by utf-8 variable width character encoding.
An error message in the Content Browser page is not translated to languages other than English.
Canadian French UI translation is not as expected.
When working with a SpeechMiner UI translated to Russian, the string for the on week of month option was not translated to Russian
When scheduling a report the on calendar days string is not translated when working with a localized SpeechMiner UI.
When trying to delete an Evaluation Form that includes multiple choice questions, the OK option in the delete confirmation window is not translated to all of the languages.
In SMConfig > Sites & Machines > Language Selection the name Netherlands is misspelled.
Turkish SpeechMiner installed before 8.5.511 contains the wrong Index Stop Word list. Customers who installed Turkish before 8.5.511 must run the SQL script to update the stop words. Workaround: Update the SQL script in the database. Re-index interactions that were indexed after the installation.
In SMConfig > Sites & Machines > Properties > Language, French Canadian is written Canadian French when it should be French - Canada. For example, French is written correctly as French - France.
In a Canadian French SpeechMiner application the full calendar is not translated properly.
Numerous terms in the SpeechMiner UI with Canadian French localization are not translated to French.
Not all SpeechMiner UI text is translated from English to a different language (for example, Chinese).
Login
Where there are 40+ access groups or roles defined per user, the login process may take longer than expected.
When logged into SpeechMiner, you may not be able to view interactions until IIS is reset.
An exception is thrown when logging into SpeechMiner.
When working with Internet Explorer the user cannot re-login after the session has expired.
When logging into SpeechMiner the Forgot Password option is not working as expected.
The password recovery procedure error message and the password recovery link are not set for optimal security.
When logging into SpeechMiner as a new user, the system requests the Styles.css file, but the Styles.css file is missing.
When there are more than 5000 agents in a single access group, the Web Server unexpectedly shuts down.
When the Playback session expires, the user does not receive a message telling him/her to log in again. The user must log in again to play the interactions.
You cannot log into SpeechMiner using Windows authentication with a trusted domain.
| ID: PRSM-11228 |
Found In: 8.1 |
Fixed In: |
When Integrated Windows authentication is used, problems arise in regards to users who should not be allowed to log in: * Inactive users are able to log in normally when they should not be allowed to do so.
- Users that are not defined receive a "Too many redirects" error message instead of a clear description of the problem.
A user cannot log into SpeechMiner and Workspace Web Edition in the same browser at the same time. If a user attempts to log into both at the same time in the same browser Screen Recording playback will fail. (PRSM-15949)
Workaround: Use a different domain for the current GWS cluster.
Logs
The Error in REST API controller message in the WEB's Ulogger's Entry in the Event log contains a spelling mistake.
User Events are not logged when interactions are purged from the system.
Media Player
When playing an interaction, the Media Player does not display event icons for some of the interactions.
When an interaction is played back in the Media Player in dark mode and you click Open in a new window, the Media Player in the new window is in light mode.
When an interaction's duration = 0 there is no indication on the Media Player that this interaction does not contain audio.
When playing some interactions, the playback rewinds and loops back to the beginning of the interaction.
When a user searches for a comment with a username that contains uppercase letters, the search does not return results.
When some interactions are played in the Media Player, a beep sound is heard after a sequence of numbers is played (that is, numbers that may indicate personal information), and the Media Player may move back to the beginning of the interaction.
When you playback an interaction, the wave graph does not load for a recording with a long duration. When this happens you cannot click the wave graph to move to a different portion of the interaction.
When more than one Media Player window is opened using the Open player in new window option there is no indication that more than one player is opened and there is no indication that only one player window is closed when the tab in the bottom right corner of the screen is clicked.
When you click the Open player in new window option from the Interaction Transcript window, the tab that indicates that the Media Player is opened in a new window is missing from the bottom right corner of the screen.
When two or more Media Players are opened using the Open player in new window option and one of them is closed using the the X in the top right corner of the window all the windows are closed instead of just the one window.
SpeechMiner may not be able to retrieve a user from the Configuration Server and as a result a loading error may occur when you playback an interaction.
Comments added to an interaction before 5 seconds at the beginning of the playback are not displayed.
A user can play audio interactions from the cache when he/she is not authorized in Recording Crypto Server (RCS).
When the silence duration is more than 5 seconds during an interaction playback, the Rewind option does not work.
When working with Chrome in a Recording Only deployment, playing an interaction with a Screen Recording will cause an error in the console.
When you select to open and play an interaction from an Evaluation Session in a new window, the interaction begins to play in the background before the interaction is fully loaded.
When you click Next to view the next interaction (after you scroll down to the end of the currently selected interaction transcript), the initial view of the next interaction transcript is the end (bottom) of the transcript.
The Media Player displays the Loading the interaction message instead of the No Interaction message for non-existing recordings or recordings that have not been processed.
When you click the 5 seconds Rewind option in the Media Player (in a Recording Only deployment) within the first 5 seconds of the interaction, the interaction stops playing and the progress bar is moved to 0 seconds.
When you select to playback an interaction, the loading indicator does not appear initially when the system loads the interaction.
When the Media Player is locked, the Search option is not properly indicated as disabled.
When the Media Player is locked during an audio playback and remains locked, the Search option will not function when you open a Text interaction transcription.
The Media Player that opens as a separate window when you playback an interaction in Coaching is sometimes empty.
The media player that opens as a separate window when you playback an interaction sometimes does not stop playing the interaction when you click stop and close the separate media player window.
When working with the Media Player in a detached mode, the following will not appear in the evaluation session embedded Media Player until you refresh the session:
- Add Comment
- Change Manual Category
- Change Column Configuration
The Media Player's waveform does not support long audio interactions.
When you play back an interaction with a segment, the interaction is not played sequentially. The playback stops between every two segments.
Visualization waveforms of the Skip list should not be available in the Media Player. If there is a skip in the audio, the waveform for that interval is rendered when it should not be.
When playing back calls in an Internet Explorer 10 browser with the Coaching module, the Media Player does not stop playing after the window is closed.
Microservice
The Indexer Microservice Migration tool does not contain logs.
Monitoring
All SpeechMiner hosts appear to be down (even though they are not down), when DST starts.
| ID: PRSM-8241 |
Found In: 7.0 |
Fixed In: |
Operational Search
The Operational Search page count location at the bottom of the list remains in the same place (at the bottom of the page) no matter how long the list is.
Parsing
Due to a Parsing issue, when you click a Topic link in SMART, in a system where the Date Format value for the year is 2 digits, the Date Range filter in the SpeechMiner > Explore > Search window contains invalid dates.
When date format is not a US format (MM/dd/yyyy), and you use Custom dates in the date control, typing the dates will not work as expected. You must pick the dates using the calendar provided.
During SpeechMiner Parsing, the system assumes a specific Screen Recording structure and specific values, when this structure and these values are not present, an error occurs.
Partition
When using sp_createAgentsFromPartitions and a child name matches the partition, but the externalId does not, the parent is incorrectly added to the hierarchy as a child of itself. This causes numerous issues (for example, new calls are not indexed).
Permissions
Configuration of sensitive data privileges is not working as expected.
The roles an Administrator can grant to users is defined in the grantRoles field in the rolesTbl table.
When the list of roles an Administrator can control reaches the grantRoles field limit (256 characters), an error occurs when a user attempts to add roles to this list.
In this explanation the use of Administrator role is just an example. This issue can occur with any role.
When a user does not have a View permission and the same user is included in a Quality Management > Shared Evaluation, the user cannot assign the Evaluation Session to himself/herself. The user should be able to assign the session to himself/herself.
Numerous special characters (for example, < ) cannot be included in a new user's password.
The Program Priority and Activation Editing permission is not entirely visible and is missing a period at the end of the sentence.
Platform
When Elasticsearch or the Indexer is down, the Platform prints the same error numerous times to the Event Viewer. For example, 2 error messages can appear 14 to 15 times in 1 second.
After playing an interaction from the Search Results list, the next interaction is played automatically. After approximately 3 to 5 interactions, the interactions are no longer played automatically one after the other.
When searching for a term in Turkish, lower-case letters should be used in the case of i/? instead of capitals letters, since the conversion from capital letters to lower-case letters is incorrect for ?/I.
When using the Sensitive Data feature together with wildcards in topic terms, numbers and audio are not scrubbed when they should be.
Workaround: Mark these topics as Secured Topics. The relevant wildcards in this context are wildcards that search for numbers and digits (not including General Wildcard).
If you restart the system while the Report Caching task is running, the notification email will include only reports that were cached after the restart.
Quality Management (QM)
When an Ad-Hoc evaluation is created, the server receives the complete metadata set for each interaction.
When an Ad-Hoc evaluation is created, the server receives the complete metadata set for each interaction.
When creating/editing an Ad-Hoc Evaluation, the Required Forms are not available.
When a form includes a question/group that was assigned a weight with two digits after the decimal point, the form cannot be activated.
When an Evaluator completes an evaluation session and notifies the agent, the agent receives an Action Item. Because the agent can click Details in the Action Item window and set the Show Score option to Ture, he/she can see the evaluation session score when he/she shouldn't.
When creating an Ad-Hoc evaluation and there are more than 100 active forms, only the first 100 forms appear in the Form(s) list.
The Interaction Time column in the exported QM Session spreadsheet now contains the Local time. Previously, this column contained the UTC time and not the Local time.
When an agent belongs to multiple business units (that is, the agent belongs to multiple parents in the hierarchy), the agent filter in the Evaluation Session page does not function as expected.
When a Quality Management evaluation is exported as a PDF in a 8.5.512 environment, the Total Score is missing.
When you edit one form associated with a completed evaluation that includes multiple forms, the answers associated with the forms you are not editing are deleted.
When an agent belongs to multiple business units (that is, the agent belongs to multiple parents in the hierarchy), you cannot create a Distribute by Agent evaluation for the specific agent.
Evaluation sessions are now produced on the day the evaluation was created. Previously, evaluation sessions were not produced on the day the evaluation was created.
When an agent belongs to multiple business units (that is, the agent belongs to multiple parents in the hierarchy), the agent filter in the Evaluation Session page does not function as expected.
In mixed mode (Genesys Interaction Recording + UConnector), a Quality Management > Evaluation Session for text interactions cannot be successfully completed.
When configuring the group weights in a Quality Management Evaluation Form with more than 15 questions, clicking Redistribute does not evenly divide 100 among the groups. The group weights do not add up to 100.
When a user (with the correct permissions) opens an Evaluation created by another user, the Search filters in the Interaction tab look like they have been reset.
When the database contains usernames that include other usernames for an Ad-Hoc evaluation, all the usernames are added to the Ad-Hoc Evaluation. For example, if the database contains usernames Tom, TomC and TomCruise and Tom is selected as an evaluator, Tom, TomC and TomCruise will be added as evaluators of the Ad-Hoc evaluation.
When a QM Evaluation Session is exported, the text in the exported PDF is not formatted properly when the Free Form contains &, <, or >.
When you select N/A for a Quality Management form Scale question during an evaluation session, the total score is not calculated as expected.
When the same question is added more than once in a single Quality Management Evaluation Form or Group, the Evaluation Summary report does not list the question that appear in the form / group more than once.
When a user (with the correct permissions) opens an Evaluation created by another user, the Search filters in the Interaction tab look like they have been reset.
When an Evaluation Session search result contains a session associated with a user that no longer exists in the system, an exception is raised in the browser.
When the database contains usernames that include other usernames for an Ad-Hoc evaluation, all the usernames are added to the Ad-Hoc Evaluation. For example, if the database contains usernames Tom, TomC and TomCruise and Tom is selected as an evaluator, Tom, TomC and TomCruise will be added as evaluators of the Ad-Hoc evaluation.
You cannot delete a Quality Management evaluation from the Evaluation Manager.
When trying to clone an Active Evaluation with a schedule that is configured to minutes or hours, the new evaluation is activated automatically.
When you click Back To Evaluation Sessions, after you have opened, started, changed and saved an evaluation, the Evaluation Sessions grid is empty until you click the Search button.
The Default to 100% option is not disabled when you click Clear Form in an Evaluation session.
Exporting 150 completed Quality Management sessions takes more than a minute if the sessions include a large number of questions.
When editing an Evaluation with manually selected interactions the selected interactions do not appear in the Evaluation Summary
When you search for a metadata value with a comma, the Search filter is converted to 2 metadata values with OR between them. For example if I run the Search filter with the metadata value abc,def I receive a list of relevant interactions. But, if I access the filter page and run the Search filter without changing anything I won't get a list of interactions. In this example, if you now open the metadata field to see what has changed you will see that the value of the single metadata field has changed to 2 different values abc and def with OR between them.
The Form drop down list is available in the Evaluation Session when there is only one form.
After selecting the Select All checkbox in the Batch Actions menu in the Interaction grid, the number of the selected interactions in the Interactions grid may not be consistent with the number shown in the Batch Actions menu.
When creating an Evaluation, evaluators that only have a username do not appear in the Evaluation Summary list.
Users with Read/Write permissions cannot delete Quality Management Evaluations and Sessions when the evaluations are created by other users.
An incorrect Error message appears when a decimal is entered in the Exactly field when creating or editing an Evaluation.
When a comma, quotes and/or a new line is is entered in a Quality Management Free Form field, it does not appear as it should in the exported evaluation .csv file.
When you create or edit an Evaluation and you clear the values in the Segments and Duration filters in the Interaction tab (without clicking the Reset button), the previous segment and duration values appear after you click Search.
An irrelevant message may appear after you select to create a new evaluation in the Evaluation Manager page.
The system does not create Evaluation Sessions for evaluations that were created with the following Interaction Criteria:
- Agent = Unknown
- A specific Interaction ID that belongs to an interaction whose agent is unknown.
The Sorting option at the top of the column headings in the Quality Management grids is missing.
When creating an evaluation, the forms listed under Evaluation Summary > Forms do not stay aligned next to their respective X when you scroll up/down the list.
When you create an evaluation and perform a search in the Interactions tab, the options in the More list are disabled when you select one or more interactions.
The system does not create Evaluation Sessions for evaluations that were created with one of the following Interaction Criteria:
- Agent = Unknown
- A specific Interaction ID that belongs to an interaction whose agent is unknown.
An Ad-Hoc evaluation session cannot be created for interactions without agent information.
When working in Chrome and an Evaluation Session is created with a Form whose name contains 200 characters, the Show Score and Save options are not aligned properly on the screen.
When 1 minute is selected in the Occur every # option in the New Evaluation page, Evaluation Sessions are created every 5 minutes and not every 1 minute.
When a long Form question description is entered without spaces between the characters, the +More and -Less options are not available.
The amount of memory usage grows exponentially when a user opens an evaluation from the Evaluation Manager, uploads interactions, scrolls to the bottom of an interaction transcription and returns to the Evaluation Manager page to select an additional evaluation. As a result, the interactions do not playback as expected and SpeechMiner slows down.
When a form is created with a name that contains 200 characters, the form name is not aligned under the Forms title in the Evaluation Summary.
When working with Internet Explorer 11, the Evaluation Manager performs slower than expected.
When working with Internet Explorer 11, an error occurs when the Quality Management > Form Manager is opened.
An exception occurs when inserting a Yes/No question to a Quality Management form.
When creating an Ad-Hoc evaluation, it is possible to select inactive forms.
You cannot delete an Evaluation Session that you did not create, even when you have the permission to do so.
A console error occurs when refreshing the Quality Management Evaluation Manager page.
The number of lines displayed in the different Evaluation Manager tabs does not stay the same when moving from tab to tab and back to the original tab.
In the QM Question Library, the Save option is enabled when the Low or High title value is removed from Sliding scale question. If you click Save, the following error message appears: Failed to save the Question Library.
A Genesys user can see the QM menu and pages when the license does not include QM.
The Evaluation Manager load time increases the the more you use it.
Every time you click the Back to Forms Manager, Back to Evaluations Manager or Back to Evaluation Sessions link you are asked to save your changes even when you already saved the changes or you did not make any changes.
When you exit a form, evaluation and/or evaluation session using options other than Back to Forms Manager, you do not receive a warning message that informs you that your changes were not saved.
Recognition
Silence Detection is inoperative.
When a text interaction contains a line similar to the following example, the Recognition task fails. For example, $90 + $9.75 + $3 equals $102.75 times 2 = $205.50, not $210.25?
In a Recording only deployment, the Interaction Evaluation report is not available.
Note: If the Interaction Evaluation report is required or if you need to export an evaluation session to a PDF file, contact
Customer Care.
Reports
A deactivated time based report may sometimes continue to send reports.
When you save a report that includes a metadata filter, the metadata filter is not saved and is not selected when you edit the saved report.
When creating/editing a Category Distribution report the Context menu does not appear when you right-click a category in the Category list.
When running the Agent Evaluation Comparison or Evaluator Evaluation Comparison reports, the Average Score is no longer missing from the Agent\Evaluator table.
The Agent Comparison Report includes incorrect data.
When a Saved Scheduled Report is changed and saved, the changes are not saved. Instead, after 15 minutes the changes are ignored and the specific Saved Scheduled Report reverts to its previous configuration.
When more than 1000 characters are entered as an answer to a Free Form Question in an evaluation, the exported PDF is formatted incorrectly and is missing sentences.
Initially changes made to an existing saved scheduled report are viewed as saved, but the changes are not saved.
When the same question is added more than once in a single Quality Management Evaluation Form or Group, the Evaluation Summary report does not list the question that appears in the form / group more than once.
When you select N/A for a Quality Management form Scale question during an evaluation session, the total score may not be calculated as expected.
Running the Coaching Summary report causes a error.
When a French Canadian system is configured with an hh:mm tt time format and the Custom Date Range filter is set before you run a report, the report will fail.
SpeechMiner does not run a Saved report that is opened from within a Dashboard, edited with a new description line and saved.
A Saved Report may disappear from the Saved Reports list.
The cursor is moved outside the Seconds field when pressing the Tab key after clicking More Than in the Segment Duration field.
Saved reports cannot be found in the database and the Saved Reports page does not include the System Alert report.
The From all dates option disappears when the Edit Report page is fully loaded.
When working with SpeechMiner UI Reports, using the Number of segments filter may cause incorrect search results.
The Agent Bubble and Agent Comparison reports are not available for deployment with a Recording Only license.
When creating a report with Quarterly Reports and the first day of the week is not the default and period is set to a week, the drill down link generated is wrong.
The headings in the table in the Agent Comparison by Segment report are not fully visible.
Report results are not accurate when more than one metadata value for the same metadata filter is configured.
When you click the Percentage column or bar to drill down in the Predictive Elements report interactions are not listed according to the selected category and Target Category.
When you select to Drill Down in the Category Bubble Chart report, the results associated with the Bubble category and the X Axis or Y Axis are not displayed.
Saved reports cannot be found in the database and the Saved Reports page does not include the System Alert report.
The date of a Scheduled report is not visible in the Schedule Report calendar.
The Usage Tracking report does not show a call as played when the call was played from the Explore > Interactions grid in Chrome in a Recording Only license mode.
When the SQL Server collation is different from the SpeechMiner database collation, some reports throw errors.
When you open Saved Reports page and click the Event Based link in the Schedule column, the Schedule window is opened with scroll bars even though the window is opened to the full screen size.
When you edit the Team Comparison report, set a date (for example, 01/01/2015-01/01/2017), add an agent and set the Duration for less than 180, some of the columns are not sorted when you drill-down.
When you edit the Usage Tracking report so that the Date Range is set to Alland click Run, SpeechMiner does not respond and gets stuck.
When you run a report with a Metadata value that includes a + sign, the report will not return data.
When sending a report by email the Recipient field does not support Auto-complete.
The Evaluation Summary Report is limited to 20 rows for 20 agents on one page when the report should include more than 20 rows. In addition, the Pager option at the bottom of the report does not exist.
From the Saved Reports list, you can schedule a Search Comparison report. It should not be possible to schedule a Search Comparison report.
The current date is missing from the Start and End dates in the Schedule Report window.
When a report that was previously added to a dashboard is deleted, the dashboard to which the report was added contains the http:404 not found error message.
When editing a report, the Checkall and Uncheck all filter options do not select all the checkboxes and clear all the checkboxes.
When you attempt to view a report in a Dashboard at the same time numerous users are trying to do the same, an error occurs.
When running multiple reports in the Dashboard the following error may appear: Item has already been added. Key in dictionary: 'searchId' Key being added.
When working with es-MX globalization and the dates are configured as follows: hh:mm tt dd/MM/yy, the date selection is not saved for Saved reports.
SpeechMiner reports display dates in a format that was not configured in the system.
Report caching will not work properly when the current user is selected in the Agents filter option in the filter panel on the left side of the screen.
The row height for the Usage Tracking report is too small and as a result, the date and time are not visible.
The Preview images are missing from the Report template page in the WebUI.
In a Recording only deployment, the Interaction Evaluation report is not available.
Note: If the Interaction Evaluation report is required or if you need to export an evaluation session to a PDF file, contact
Customer Care.
The Topic Analysis report is not created for text interactions.
IIS crashes when an error is logged in the Report Server.
The Report Caching process fails to cache and results in an error.
Performing a drill down on a report based on a custom date range or performing a drill down on a Category or Agent Trend report in general, causes a shift in the timezone.
Column headers disappear when you scroll down the Report page to view additional table rows.
When a report is cached, the report parameters are inaccurate (the Culture parameter is missing when running live) and as a result the report will not be taken from the cache.
Special characters (for example, Japanese letters), may not appear well in reports.
A single Interactions report generated as a pdf can support up to 20,000 interactions. Interaction reports with a larger interaction amount should use a different format (for example, CSV).
When you create an Evaluator Evaluation Comparison report, results appear for all users that edited or completed the selected evaluators' sessions (and not only for the selected evaluator).
Calibration Score report - when exported to an Excel worksheet the first row in the first group appears at the top and again at the end of the table.
Performance Profile report: collapsing or expanding 2 agents from within the report can cause an error.
| ID: PRSM-8938 |
Found In: 7.2 |
Fixed In: |
Screen Recording
An interaction with a screen recording can be played by from the Interaction Search Results grid by a user without RCS authorization.
When creating a search without configuring the Agent and Date filters, selecting to view the search results in the Screen Recordings grid throws a property length exception to the browser console log even though the feature is functioning as it should.
Search
When you search for a string using the Partitions filter, the specific string is not highlighted in the Partition list.
When a Search filter in the Explore, QM and/or Trending pages with a hierarchy tree (for example, Agents & Workgroups) contains a long name, some of the items at the bottom of the hierarchy tree are not visible.
Some agent names may be missing from the Search Filter > Agents list due to case sensitivity problems.
When configuring at least two of the following Explore > Search filters: Segments, Interaction ID and External ID, and one of them has a blue border (that is, the selected value hasn't been fully entered), clicking Search resets the other filter(s) to zero.
Interaction search time takes more than 2 minutes when the system is large.
Explore > Search results return inaccurate results for Segment and Duration filter configurations.
When searching for interactions and two or more terms are added to Terms & Topics field, only the last term that is added is highlighted in the transcript.
Web remote search is not functioning as expected.
When performing a Explore > Search for any term followed by two dots (<anyword>..), the term is not highlighted in the term search results.
Some agent names may be missing from the Search Filter > Agents list due to case sensitivity problems.
When SpeechMiner contains cycling data for agents (for example, when agent A is a parent of Agent B and Agent B is a parent of Agent A), searching for specific agents from the Search page, Evaluation Manager, and an Evaluation Session, causes SpeechMiner to timeout.
When search results are shown in the popup window, the Evaluated tag is not visible for evaluated interactions.
The Explore > Saved Search list takes longer than expected to load.
A Saved Search and Call List cannot be shared with users defined in the Configuration Server.
The Remote Search option is not supported for users who log in with Genesys authentication.
The Find option in the Topic Analysis Audit report > Topic filter is not functioning as expected.
The Audit Text Interaction tool tip is not functioning as expected.
Security
Potential security threats to the web application.
Sharing
When there is a large number of users in the system and each has multiple access groups, users will not be able to share Saved Searches, Interaction Lists and Saved Reports because the users list will not be loaded properly.
SMART
Not all of the topics with a high confidence level are highlighted in the interaction transcription.
Working with Custom Strictness caused 2 issues:
- Events with a confidence that equals the term's strictness were marked with found = 0 instead of found=1.
- After Apply was selected, the process that updates existing events, updated the events according to termID instead of using the term and topic combination.
When you log into SMART, the SMART deployment is enabled when the Webdav username and password is empty.
When a topic's strictness is changed, the strictness assigned to the topic's terms with a custom confidence is also changed.
When working in SMART, changing the Strictness level for an entire Topic may also change the Strictness level for terms with a custom Confidence level.
During the SpeechMiner installation, after a number of machines have been configured, running SMConfig > Services on the machine without SMART causes an error about SMART.
When you select a term in any topic in SMART > Topic Manager and the specific term includes an audit count, the Date Range displayed in the Search window is wrong.
A new system with test interactions may cause SMART to crash. Temporary workaround: Click Continue in the popup that appears.
Audit values that have been cleared in the SpeechMiner UI are still counted as part of the term details in SMART.
Working with Custom Strictness caused 2 issues:
- Events with a confidence that equals the term's strictness were marked with found = 0 instead of found=1.
- After Apply was selected, the process that updates existing events, updated the events according to termID instead of using the term and topic combination.
SMART Categorization does not consider capitalization and as a result interaction categorization does not correctly categorize interactions. .
When you click a link in the SMART Topic page when you are not logged into SMART, the Login screen appears. After you enter your credentials, the screen is blank.
When you install a SMART build that includes the new Genesys logo in the same system as the older SMART version, the previous logo is not replaced with the new logo after restart.
Workaround:
Clear the icons cache in Windows 10:
- Open Windows Explorer.
- From the View tab, select Hidden items.
- Then select Show selected items.
- Go to C:\Users\User\AppData\Local\Microsoft\Windows\Explorer, where C:\ is the drive where you installed Windows 8 or 8.1 and User is the username of your account profile.
- Select all files that begin with iconcache.
- Right-click these files.
- Click Delete.To delete these files faster, press the Shift + Delete keys.
- Empty the Recycle Bin.
- Restart the machine.
- Install SpeechMiner.
You cannot add a new term to an English topic, when an English topic and a Japanese topic are open simultaneously.
The Important mark is included in an upgraded system, even though the term marked as important should no longer be marked important.
The SMART Replace All option is not functioning as expected.
When inserting a term in Turkish in SMART, lower-case letters should be used in the case of i/i instead of capitals letters, since the conversion from capital letters to lower-case letters is incorrect for i.
The audit events grid in the SMART topic window does not show data for terms that include wildcards.
After adding/changing speaker names in SMART, you must restart SMART to see the new name in the category expression editor.
SMART does not support Spellchecker for the following languages:
- Korean
- Japanese
- Mandarin
- Italian
The SMART Topic Properties window is distorted when resized.
Copying a category results in the following:
- The new category appears in the root category branch and not in the branch it was created.
- The new category receives the same name as the original category (0 prefix).
- The new category is automatically locked and must be unlocked before it can be applied.
Events auditing does not function as expected in text interactions when the same term is added to two different SMART topics.
A topic's Event Audit Status is not shown with numbers in player Grid when a text interaction is opened from the grid.
Recognition of text interactions does not support multi-level flow configuration and does not use the recognition task and trigger properties.
SMConfig
When a user logs into SMConfig, the ConfigServer table is now updated with accurate information, when the Authentication field in the SM Config Login window is left empty. Previously, this empty field resulted in inaccurate information in the ConfigServer table.
SMConfig is not creating performance counters.
SMConfig is not creating performance counters with windows SQL server authentication
When selecting the web language for the UI, Cantonese appears in in SMConfig > Sites & Machines > Properties as Cantonese - Hong Kong when it should appear as Cantonese.
When trying to deploy MRSLibrary from SMConfig the following error may appear:
Failed - Cannot create a file when that file already exists
If the SQL server has multiple instances and the Report server includes an underscore in its name, you will not be able to deploy MRSLibrary in SMConfig,
When an ampersand is used in a site name in SMConfig, the Web UI generates an error when the Monitor System page is expanded.
The Interaction Receiver option does not appear when you first log into SMConfig.
SQL
When the SQL server collation is different from the SpeechMiner database collation and you search for an event, the search fails due to SQL Server collation.
Tags
When using the SpeechMiner UI to edit tags associated with an interaction that has screen recordings, the user may receive an error that states that the tags were not updated, even though they are. This only happens with RWS version 8.5.202.69 or later.
If two labels are added through RWS API, having the same name, but different capitalization, SpeechMiner will not be able to display any tag lists, in the tag definition page or in the search filter.
When using the SpeechMiner UI to edit tags on an interaction that has screen recordings, the user may get an error saying that the tags were not updated, even though they are. This only happens with RWS version 8.5.202.69 or later.
When an interaction tag is added to the system using Interaction Recording Web Services (RWS) API, and the tag name contains spaces, the SpeechMiner Search option will not search for this tag.
When a tag is removed from an interaction the system takes longer than expected to update this change.
Tools
The Tools > Metadata Manager page appears blank intermittently. Data appears when the page is refreshed.
When you select Tools > System admin > Purge system and you select to delete all of the interaction types in the system, the interactions are purged from the database, Elasticsearch and the UI, but the End Time status in the Purge System table is not updated and remains empty.
When working with Internet Explorer, the Tools > System Admin > Preset View > Edit Preset view options are missing a drop-down arrow.
The Tools > System Admin > System Configuration tab titles are not translated to Cantonese, when working in a Cantonese user interface.
Occasionally when the second level Tools menu is opened, the second level menu does not close after the selected page is loaded and an attempt is made to select a different Tools menu.
Transcription
When Agitation is turned on and Agitation events are found, transcriptions do not appear for the selected time frame.
When searching for a term with parenthesis in a text interaction transcript, the Loading Transcription message does not disappear and the transcription is not opened.
After an event is selected within the transcript, it is not possible to navigate to the same event.
Loading text transcription files larger than 100 Kbyte to the Web UI Player takes longer than usual. The response time for loading text transcription files less than 100 Kbyte with 60 events is reasonable.
ULogger
During the recognition process of some of the audio files the Emotion detection component throws an exception when computing the pitch. As a result, the audio files fail the recognition process and do not appear in the Search Results list.
When working with Canadian French or Dutch SpeechMiner recognition languages, the Ulogger throws an error message about missing files.
The ULogger contains numerous warnings about the failure to retrieve person X from the Config Server even though the Config Server is not configured in SMConfig.
The uLogger should be run by a user with Administrator permissions.
The Failed to load report template warning appears in the ULogger.
In a SpeechMiner Recording Only deployment, the Ulogger generates errors about non-existent reports not being deployed.
Uninstall SpeechMiner
When uninstalling SpeechMiner not all of the data and folders are removed from the C:\Program Files\Genesys\Software folder.
When SpeechMiner processes are running, the SpeechMiner Silent Uninstall process should stop, but when you run a SpeechMiner Silent uninstall, SpeechMiner is uninstalled while the processes continue to run.
UPlatform
UPlatform does not work after the machine name is changed to FQDN.
SpeechMiner does not support TLS 1.2. For this reason, UPlatform cannot connect to the SQL Server due to SSL errors that occur when the SQL Server is not connected to and configured with TLS 1.2 support.
UPlatform does not work after the machine name is changed to FQDN.
Upgrade
When upgrading a system with text interactions to 8.5.512.00 or later, the upgrade process may be slower than expected.
Workaround: After installing SpeechMiner and prior to running the Upgrade tool, edit the file Schema_From_8_5_511_85.sql file in the following location: INSTALLATION_PATH\utopy\tools\UpgradeScripts\Schema and remove OPTION (FORCE ORDER).
User Interface (UI)
When working with Chrome, the Last Updated field in the Monitor System tool appears larger than it should.
When creating/editing an Evaluation Summary Report the Name column does not display the full evaluator name.
When creating an Evaluation Session the filter options do not appear in the correct location on the screen.
Non-segmented interactions cannot be exported from Speechminer UI.
When the same user logs into SpeechMiner from two different browsers (for example, browser A and browser B), the following scenarios cause the session to end in browser B, even though the session was extended in browser B:
- Logging out of the session in browser A.
- When the session times out in browser A.
When a SpeechMiner Dashboard is created the selected dashboard name is not limited to a specific number of characters. But, when the user attempts to rename a saved SpeechMiner Dashboard, the same Dashboard's name is limited to 29 characters.
After 13 minutes of inactivity or continuous activity, the SpeechMiner session may timeout, but you will have the option to click Ok and continue working.
Workaround: In web.cong under <authentication mode="Forms"> change timeout="15" to timeout="720"
When search results are over 100 interactions and you expand a multi-segmented interaction, only the first 100 interactions are displayed when there are more than 100.
Column selection is not saved in all Quality Management grids and in the Saved Trending Filter grid.
When the capitalization of a Username and/or External ID name are changed in GAX, the specific Agent name may not appear in the SpeechMiner Agent filter even when Access Control is enabled.
The User Actions filter list does not properly display the long user surnames, especially when there is a horizontal scroll bar.
Not all pages visited by a user in SpeechMiner were logged for auditing.
When two users apply a tag to the same interaction at the same time, the first user to save the tag loses his/her changes.
When a comment contains the maximum number of allowed characters, the comment tool tip does not show the entire comment.
The Dashboard > My Messages sorting option is not working as expected.
The Dashboard > Move feature does not work as expected.
The SpeechMiner Web UI is unavailable when CPU usage is high and the Config Server connection fails.
When trying to search for interactions that include a specific comment together with a specific type (for example, bad, good and neutral), the system retrieves interactions that include the comment and type even if they are not together.
When an interaction is selected in the Search Results grid, the checkbox becomes invisible.
Agent hierarchy is not sorted at the second level hierarchy and above.
The Date and Time format configuration in the database is not used when the user manually inserts the date, instead of selecting the date from the date picker.
When more than 500 entries are listed in the Quality Management grid and in the Saved Trending Filters grid, it appears that more than one entry is highlighted by the mouse icon when you scroll up or down the list.
When searching for a specific event, SpeechMiner accepts nonnumerical characters in the Interaction ID field. This field should not contain nonnumerical characters.
When selecting Add in the Interaction List page, the Add List button is enabled even though a session was not selected.
When working with an Arab language interface, the direction of the brackets in the Export window are wrong.
When working with a resolution below 1280X1024, some of the options in the Date Range filter in the Explore > Search > Search Filter page may expand upwards and be hidden behind the Media Playe.
If you have more than one agent with the same name, and in the Administer User/User profile page you want to map a user to an agent with this name, the user will always be mapped to the agent with the lowest ID (first in the list) from the list of agent's with the same name.
When SMART is deployed the Speaker type filter in Explore > Search does not contain the correct data.
When 2500 characters are entered in the SeechMiner Dashboard widget, the user is redirected to the Login page.
The Alerts field does not accept fractions for percent values and the wrong error message: _Value range should be positive_, appears twice.
When Locale System Language is changed to Chinese in a system on which SpeechMiner is installed, the Show/Hide filter icon appears distorted when editing a Category Distribution report.
When a database partition name is written in one place with capital letters and the same name is written in a different place with small letters, an error occurs.
Tooltips for some of the Interaction list columns may contain lists with the term undefined appearing one or more times in the list.
When a phrase is within a phrase, the Event tag is only placed next to the internal phrase. An Event tag is not placed for the outer phrase.
The Customer and Agent icons in the interaction transcript are reversed for Chat interactions. The Customer icon appears next to the word agent and vice versa.
If you press the ESC button when selecting from a list while configuring a search in the Search Filter, the same list does not open when you try to open it again.
The list of Topics and Agents in the Search Filter is not in alphabetical order when one or more Topics / Agents includes a sub-topic/sub-agent.
When the following characters are entered in the Search Filter > Comments field and a search is run, the search is not performed and an error occurs in the Ulogger:
@ \ ! \ ? \ . \ * \ # \ $
When you try to access deleted sessions, the session times out and the toolbar appears twice. Also, when you log into SpeechMiner after the session timed out because it was left idle, the toolbar appears twice.
Occasionally, SpeechMiner commands are not synchronized and as a result the SpeechMiner Menu bar is hidden.
SpeechMiner allows you to delete an interaction when RWS returns a 500 or 503 error when Cassandra is marked as read-only or Cassandra is down.
When a transcription event is selected within the transcription, the same event is highlighted in the Event list on the right side of the screen, but clicking the event in the list does not navigate to the highlighted event.
When two or more terms appear multiple times with no other terms found between them all the event bubbles appear in the transcript only next to the first occurrence of the specific topic.
When a new user is added or when the details of an existing user are edited and a space is left before the user's full name, the space is included in the database. As a result, the space causes the user's name to appear at the top of the list instead of in alphabetical order.
When Access Control is enabled in the database, the Evaluation Sessions list is not filtered according to the Evaluator filter selection.
When you play a Screen Recording (Video and Audio interaction), the Media Player indicates that the wave is being loaded at the same time the Screen Recording is already playing. When the wave graph is completely loaded, the Screen Recording starts playing again from the beginning.
When searching for interactions from the Trending page, non-continuous terms are not included in the interaction transcription.
For example,if the interaction contains "Send my mail" and the user searched the term “Send mail”, then the phrase “Send my mail” will not be highlighted in the transcription.
When searching for interactions from the Trending page and filtering according to a specific term, a new search results window opens with a list of all the interactions associated with the selected filter criteria. If this specific search is run from the new search results window, with the original filter, you may receive different and inaccurate results. In addition, if you save the search results and run the Saved Search, you may receive different and inaccurate results.
In the Trending page, the Related Words > Terms filter is not updated with the term in the Related Words > Search field and/or with the term added to the Advanced filter.
The All Agents filter option is now functioning as expected in the Evaluation Sessions page.
Capitalization of work group names is inconsistent in the Search Results interaction list. The same work group name appears with a capital letter and a small case letter.
If you attempt to create a Saved Search with a name of a deleted Saved Search, an error appears and states that the name is already being used.
You can only search for a user according to his/her username and not according to his/her first/last name.
When working with Chrome and Internet Explorer 11, the actual number of comments for a social interaction are not displayed next to the Audio Wave. Only the first comment is displayed.
When searching for interactions according to the Interaction Reviewed by filter, you cannot search according to the user's name. You can only search according to the user's ID.
When trying to share a Saved Search, the Find a user text in the Search field is not deleted when you begin to type a letter and/or word.
When a QM Evaluation Form is added to an Ad-Hoc evaluation, the specific Evaluation Form cannot be deleted even after the associated Ad-Hoc Evaluation session was deleted.
When Genesys Interaction Recording (GIR) is used to populate SpeechMiner, the purge system does not work as expected. It is recommended that you do not use the purge system in this scenario.
When attempting to delete a comment from the Comment and Events list in the transcript using the X delete icon, a Delete tool tip appears. The Delete tool tip remains on the screen and does not disappear when you complete the delete process. In addition, if you are working with a 1920 X 1200 screen resolution and you attempt to delete the first comment in the list, the Delete tool tip covers the Comment tab.
The Action Item window does not close when you click outside the window.
When the process of removing a tag from the Tools > Define Tags page fails, the tag is removed from the Tag list. When the window is refreshed the specific tag appears in the list.
The following system tags are not translated during the localization process: Cannot Delete and Evaluated.
The new Genesys logo no longer appears in the 8.5.506 POST PA and 8.5.508 POST PA installation package. The previous logo is now displayed.
The scroll option in the Action Item Details view does not scroll as expected.
SpeechMiner cannot share Saved Searches with Configuration Server users that were not created in the Environment tenant.
The name of the Action Item assignee extends beyond the Action Item window.
The time that appears in an Action Item comment is associated with the wrong time zone and all other comments contain the system time.
An error occurs when an Interaction List name includes the < and > characters.
When a Shared Interaction list is included in the Interaction List grid, you cannot clear all the check boxes at once.
When an Interaction list is renamed using Japanese letters, all the letters appear as question marks (????).
Tool tips are missing for the following options in the following pages:
- Interaction lists: Edit, Add, Delete
- Content Browser: Refresh
- Saved Reports: Delete, Schedule
- Edit Reports: PDF, Excel
You can rename an interaction list without providing a new name. As a result, the name field remains empty.
The designation arrows in a new Evaluation Form are not aligned.
When you log into SpeechMiner with the same User ID in two different machines and you log out of one machine after performing an action, you are also logged out of the second machine unexpectedly.
When you select the Related Words option from a Explore > Search > Transcript page, the menu for the root term in the Related Words chart does not contain the number of interactions in which the term was found.
There is no indication when the SpeechMiner Dashboard Widget is loading. The loading wheel image is not visible.
Sorting an Interaction list and an Events list takes longer than expected.
The Compare Saved Searches option does not apply to saved searches that someone else saved. You cannot compare saved searches that another user saved and shared with you.
In the following pages the web server time zone is used instead of the client time zone. Due to this issue, results may not be as expected.
- Views/My Messages/Received Time
- Saved Searches / Created On
- Content Browser/ Date Range filter
- Trending/ Date Range filter
- Reports / Date Range filter
- Coaching sessions/ Session Time, Creation Time
- Tools / Monitor System page
- Tools /Purge System page
- Tools / Reprocess Interactions
The Customer and Agent icons in the interaction transcript are reversed. The Customer icon appears next to the word agent and vice versa.
The text associated with two recognized events at the same time is displayed together in the interaction transcript.
When using the Find box for the different search filters, the filter tree is not expanded automatically. You must expand the tree in order to see the filtered values.
The Explore filter tool tips are missing vertical scroll bars.
Spelling suggestions for searched terms is not supported in the 8.5.2 release.
Highlighting events in text interactions is not working as expected.
You cannot add a comment to text interactions (for example, chats and email).
The Interaction and Event grids cannot be sorted by relevance.
In the Interaction and Event grids, the sort function does not work as expected. Sorting by workgroups, agents, categories and all metadata columns is disabled.
Date and Time is not displayed on every page in the Web UI.
When defining an alert, the interface does not allow the user to send alerts to someone based on their role. Users must key-in the email address to whom the alerts should be sent.
Web Server
The Web Server sends the same Term request to the Indexer twice when the interaction includes a topic.
