Save time on your call to Product Support by doing the following troubleshooting first.

1. Refresh the browser or desktop app.
2. Log out and back in. 
3. Clear the browser cache and refresh again.
   
   Note: Genesys Cloud is browser-based platform that undergoes frequent updates with new features, UI improvements, and backend changes. However, if your browser retains outdated cached files or scripts, these updates may not always be reflected correctly. This can lead to issues such as unexpected behavior, loading problems, or interface glitches, as the cached data may conflict with newer versions of the application.
   
   By clearing your cache and browsing history, you ensure that the browser fetches the most up-to-date resources from the Genesys Cloud servers. This simple yet effective action helps eliminate issues caused by old or corrupted data stored locally in the browser, and ensures a smoother experience with Genesys Cloud.
4. Verify that the problem occurs on another workstation.
5. Verify that the problem occurs for another user. 
6. Turn the workstation off and on again. 
7.  If you have trouble with a BYOC Premises Edge, install and test the latest version of it before contacting Product Support.