PureCloud

Expand all | Collapse all

PureCloud Weekly Release Notes - 1/2/19

  • 1.  PureCloud Weekly Release Notes - 1/2/19

    Top 25 Contributor
    Posted 01-02-2019 09:12

    Contact center

    New queues detail views

    Contact center managers can now view data about agent and queue interactions in the new Queues Interactions Detail view and Queues Agents Detail View. These views allow contact center managers to gain more insight into a queue performance, including real-time agent metrics, and to activate agents on a queue as needed. For more information, see Queues Interactions Detail view and Queues Agents Detail view

    Queues view redirects to Queues Performance Summary view 

    Contact center managers now see the Queues Performance Summary view instead of the classic Queues view when they click Performance > Queues. The Queues Performance Summary view provides access to all queue-based performance views, which contain more information, features, and customizations than the classic Queues view. The queue-based performance views include the Queues Activity views and the new Queues Interactions Detail view and Queues Agents Detail view. Managers can optionally switch back to the classic Queues view. For more information, see Queues views overview

    Activate Queues panel enhancements

    The Activate Queues panel has a new search bar and an updated user interface. These enhancements help agents to quickly and easily activate or deactivate themselves for queues. For more information, see Choose queues to work.


    #Roadmap/NewFeatures

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------


  • 2.  RE: PureCloud Weekly Release Notes - 1/2/19

    Posted 01-03-2019 09:12

    The workgroup activation "enhancement" has caused great problems for one of our customers.

    They serve 60+ clients using three channels, voice, mail and chat. When an agent is moving from, for instance, voice interactions to chat interactions they first have to deactivate themselves on 60 voice queues (using 120 mouse clicks) and get activated on 60 chat queues (120 mouse clicks). This process takes a minimum of 240 mouse clicks to fulfill.

    Any chance of having a checkboxes for the queues and so the agents can select 60 queues in ne go to deactivate and click then click an "OK"-button in order to simplify the process? This will halve the number of mouse clicks and will only require one page refresh when all 60 queue deactivations have been confirmed. The same will be when the agent performs the activation process on the next 60 queues.

    Another nice feature would be to utilize the search for queues as the queue names (at this customer) reflect whether the channel is voice, chat or mail. Searching for all queues starting with "Chat" and then a "Select All" button would actually bring the number of mouse clicks requires to under five to deactivate the agent on the same 60 queues.

    Kind regards
    Colin



    ------------------------------
    Colin Padget
    Advania AB
    ------------------------------



  • 3.  RE: PureCloud Weekly Release Notes - 1/2/19

    Top 25 Contributor
    Posted 01-03-2019 09:18
    Hey @Colin Padget,

    Thanks for sharing the feedback, I want to make sure the right teams see it (they may not monitor this particular discussion). Can you take what you said above and make it a new discussion post in the​ community? That way our team can respond to you. Sorry for the confusion and asking for you to take the additional step, but I think it will be worth it in the long run.

    Cheers,

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------