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New interaction roster UI coming soon !!

  • 1.  New interaction roster UI coming soon !!

    GENESYS
    Posted 23 days ago
    Hi Community,

    A short video clip and screenshot is published on Resource Center (https://help.mypurecloud.com/articles/interaction-page-navigation/) to help with transitioning to the new interaction roster UI.  Please expand "Feature coming soon" section of the page to see video and screenshot.  The new interaction roster is expected to launch 2nd half of January 2022.

    Although intuitive, it is highly recommended agents start to familiarize themselves with changes of the new UI.
    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface
    #Outbound
    #Roadmap/NewFeatures
    #Telephony
    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface
    #Outbound
    #Roadmap/NewFeatures
    #Telephony
    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface
    #Outbound
    #Roadmap/NewFeatures
    #Telephony

    ------------------------------
    Rick Phung
    Genesys - Employees
    ------------------------------


  • 2.  RE: New interaction roster UI coming soon !!

    Posted 20 days ago
    Hi Rick,

    Question for you:  With the changes that are being made to the Agent Interface, will customers need to update their version of the desktop application (if, potentially it is on an older version)? Or, will an older version of the desktop application support the new changes?

    The way I understand it, the desktop application should load just like the web browser, so it should work. Could you provide any clarity here?

    Thanks,
    Peter

    ------------------------------
    Peter Stoltenberg
    Avtex Solutions, LLC
    ------------------------------



  • 3.  RE: New interaction roster UI coming soon !!

    GENESYS
    Posted 17 days ago
    Hi Peter,

    Update to the latest desktop client is not required when the new UI goes in effect, however refresh or restart of the desktop client is necessary.

    ------------------------------
    Rick Phung
    Genesys - Employees
    ------------------------------



  • 4.  RE: New interaction roster UI coming soon !!

    Posted 17 days ago
    Thanks, Rick!

    I opened a case with support and they said "The agents will still have the same experience if they do not update the app and will still be able to take interactions.  Your desktop app version must be updated for changes to take place. However, if users use the the web app they will see the new changes.  Until you choose to update the software you will continue to run the version that you have installed at that moment. Just like phone updates, windows updates, and mac updates you have to choose to perform the update to access new features, deprecations, and software code."

    What you said makes more sense to me, but I just wanted to absolutely confirm the process that happens as the desktop application retrieves the latest version of Genesys Cloud. Would you be able to detail exactly how this process works?

    Thanks,
    Peter


    ------------------------------
    Peter Stoltenberg
    Avtex Solutions, LLC
    ------------------------------



  • 5.  RE: New interaction roster UI coming soon !!

    GENESYS
    Posted 16 days ago
    Hi Peter,

    The Desktop client is a wrapper around the web client hence inherits this change.

    ------------------------------
    Rick Phung
    Genesys - Employees
    ------------------------------



  • 6.  RE: New interaction roster UI coming soon !!

    Posted 3 days ago
    Hi Peter,

    We were informed this update would not be applicable to the desktop app unless we updated the version as well. I just saw Ricky's reply indicating the desktop would automatically update with a refresh or restart, he was correct. The update has taken place without updating the desktop version, unfortunately for us because we communicated this to would not affect the desktop just yet.

    Ricky- is this how all updates roll out? Do we have to push a version update through for the desktop app? Or does it always wrap around the web app and update automatically?

    ------------------------------
    Amanda Logue
    Independent Health Association, Inc.
    ------------------------------



  • 7.  RE: New interaction roster UI coming soon !!

    GENESYS
    Posted 14 days ago
    Hi Community,

    The new interaction roster UI is ready for launch starting next Wednesday (Jan. 19, 2022).  If you've not reviewed the video clip mentioned in the original post, please do so.

    Thanks.

    ------------------------------
    Rick Phung
    Genesys - Employees
    ------------------------------



  • 8.  RE: New interaction roster UI coming soon !!

    GENESYS
    Posted 8 days ago
    Hi Community,

    The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

    ------------------------------
    Rick Phung
    Genesys - Employees
    ------------------------------



  • 9.  RE: New interaction roster UI coming soon !!

    Posted 7 days ago
    Hi Ricky,

    We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

    Can we please ask Genesys to review this change and add the caller name back to the UI.

    Kind Regards,

    ------------------------------
    Brett Hartley
    AFSA (Australian Financial Security Authority)
    ------------------------------



  • 10.  RE: New interaction roster UI coming soon !!

    Posted 6 days ago
    Hi Brett

    My users had the same issue with the name missing.  Turns out that it's actually still there but you have to mouseover the consult/call icon and it will then popup with the agent name.  Seems strange they couldn't have just left that info in the info card to begin with.

    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 11.  RE: New interaction roster UI coming soon !!

    GENESYS
    Posted 6 days ago
    Hi Brett,

    Could you confirm the scenario is a consultation transfer which Agent1 while handling an external customer call needs to consult with another agent2?  If yes, is it consult to queue or direct to agent2?  Is agent2 set to auto answer?

    ------------------------------
    Rick Phung
    Genesys - Employees
    ------------------------------



  • 12.  RE: New interaction roster UI coming soon !!

    Posted 4 days ago
    Hi Ricky,

    The scenario is where the transferring party (Agent 1) consult transfers the client call to an escalation queue OR direct to Genesys Agent 2. The transferring party used to see a second call tile displayed where they could see the name of the receiving party (Agent 2).

    We can see that the receiving party (Agent 2) can see the name of the Agent (Agent 1) who initiates the consult transfer in the call tile.

    We don't use auto answer in our Org.

    ------------------------------
    Brett Hartley
    AFSA (Australian Financial Security Authority)
    ------------------------------



  • 13.  RE: New interaction roster UI coming soon !!

    Posted 3 days ago
    Edited by Amanda Logue 3 days ago
    This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

    The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

    ------------------------------
    Amanda Logue
    Independent Health Association, Inc.
    ------------------------------



  • 14.  RE: New interaction roster UI coming soon !!

    Posted 3 days ago
    We are also struggling with the new UI. Here is the feedback I received - it's more of what Brett initially reported about above in the conversation chain.

    Feedback from my call center leadership:
    We've receive reports this morning from multiple agents that they can no longer see who is transferring them a call in Genesys. They also cannot see who they are transferring to when they're making a transfer.

    ------------------------------
    Cory King
    IT Lead
    IGS Energy
    ------------------------------



  • 15.  RE: New interaction roster UI coming soon !!

    Posted 3 days ago
    We agree and echo everyone's dissatisfaction mentioned above. Hovering to see the name is not intuitive

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    Ly Lim
    Cardinal Health 5, LLC
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  • 16.  RE: New interaction roster UI coming soon !!