Lessons Learned: Problem In redirecting to Custom Workspace After Genesys Call Termination

[syed_faheem]

Introduction / Context

This article outlines a real-world scenario where a custom workspace integrated with the Genesys Cloud Connector experienced unexpected redirection behavior. The goal was to ensure seamless user experience post-call termination, but instead, users were redirected to the classic UI. This article documents the investigation, resolution, and key learnings.

The Problem

After a call initiated through the Genesys Cloud Connector was terminated, users were redirected to the classic UI instead of returning to the custom workspace. This behavior disrupted the expected user flow and was not accompanied by any error messages, making it difficult to diagnose.

Analysis & Troubleshooting

Initial support cases were raised, but since the issue involved a custom workspace and a third-party integration, it was considered out of scope for standard support. To isolate the issue, the customer was advised to create a new custom workspace and test the OpenFrame API independently of the Genesys application. This deeper investigation into the behavior of the OpenFrame API revealed that a configuration property was missing.

Solution

The root cause was identified as a missing configuration: the 'feature routes' property on the UX page was not set correctly. It was still pointing to the classic UI. This misconfiguration occurred during the lift-and-shift process, where the customer developer cloned the workspace from the out-of-the-box (OOTB) SOW workspace to create the custom workspace. Once the property was correctly configured to point to the custom workspace, the issue was resolved.

Outcome

After applying the correct configuration, the redirection issue was resolved. Users were successfully returned to the custom workspace after call termination, restoring the intended user experience.

Lessons Learned / Key Takeaways

- The 'feature routes' property is critical for maintaining correct UI flow in custom workspaces.
- Since this is a real edge case, there were no examples, community experiences, or documentation available to help resolve such issues.
- Thorough testing of OpenFrame API behavior in isolation can help identify hidden configuration issues.
- Developers should carefully review inherited properties when cloning or customizing workspaces.

Additional Resources / References

- ServiceNow Documentation on CSM Configuration Workspace 
- OpenFrame API Developer Guide
- Community posts on custom workspace best practices