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Desktop Answer Load Issue

Desktop Answer Load Issue

Recently, it was discovered that if the version of the Desktop profile is not at version 0.1.0 there are issues with the agents desktop not loading and causing RONA’s.

 

Typically, the version is at 0.0.6.

 

To correct this issue, please do the following:

1. Navigate to Desktop layouts (Contact Center → Desktop Layouts), select a desktop layout.

2. Download the current Desktop Layout (item 1)

DL.01.png

  1. Open this .json file with Visual Studio Code (Here is the link to download the program https://code.visualstudio.com/download)

  2. If on line 2 it says 0.0.6, then the version needs to be updated to 0.1.0

image-20250915-162230.png

  1. Click the “Download default desktop layout” (item 2)

  2. This will give you 2 files in the code editor.

  3. Copy all of the information from the version that has the 0.0.6 version and paste it into the other file with the 0.1.0 version.

  4. Save the .json file a unique name.

  5. Then replace the old file with your new, uniquely named file (item 3)

  6. This will reduce any RONA’s caused by the Desktop Answer Load Issue.