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New interaction roster UI coming soon !!

  • 1.  New interaction roster UI coming soon !!

    GENESYS
    Posted 01-04-2022 12:43
    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 01-07-2022 19:02
    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 01-10-2022 12:53
    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 01-10-2022 13:18
    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 01-11-2022 20:33
    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 01-24-2022 09:54
    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 01-13-2022 13:51
    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 01-19-2022 16:31
    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 01-20-2022 23:44
    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 01-21-2022 00:29
    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 01-21-2022 00:42
    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 01-23-2022 16:48
    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 01-24-2022 09:25
    Edited by Amanda Logue 01-24-2022 14:54
    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 01-24-2022 10:44
    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 01-24-2022 15:58
    We agree and echo everyone's dissatisfaction mentioned above. Hovering to see the name is not intuitive

    ------------------------------
    Ly Lim
    Cardinal Health 5, LLC
    ------------------------------



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

    Posted 02-01-2022 10:41
    @Ricky Phung Hi. Any thoughts on this? Our team has expressed the same frustration, now we don't know how long we have kept the customer on hold. ​

    ------------------------------
    Ly Lim
    Cardinal Health 5, LLC
    ------------------------------



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

    GENESYS
    Posted 02-01-2022 12:52
    Hi @Ly Lim.  Hold status and duration are showing in the card.


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



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

    Posted 02-04-2022 10:44
    Hi @Ricky Phung. This only appears for the 1st consult transfer. If we did another consult transfer for that same customer, we do NOT see the hold time. i tested this many times.

    Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time). 
    Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time). 
    ​​​

    ------------------------------
    Ly Lim
    Cardinal Health 5, LLC
    ------------------------------



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

    GENESYS
    Posted 02-04-2022 12:13
    Hi @LY LIM thanks for sharing the scenario but could you clarify when you use the term "transfers", it should be consult? 

    Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
    Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).

    Agent 1 should not see the hold timer if the call has been transferred to Agent 2.  The same from agent 2 to agent 3.

    Could you share screenshot of your test scenario?​​

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



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

    Posted 02-04-2022 14:57
    Yes consult transfer

    ------------------------------
    Ly Lim
    Cardinal Health 5, LLC
    ------------------------------



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

    Posted 02-04-2022 15:00

    @Ricky Phung
    Agent 1 consults transfer to Agent 2
    Agent 2 then consult transfer to Agent 3. Agent 2 is NOT seeing the hold time from the customer when she is consulting with the Agent 3. It continues to clock the time she's been on the call since Agent 1 transferred her the call. ​

    ------------------------------
    Ly Lim
    Cardinal Health 5, LLC
    ------------------------------



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

    GENESYS
    Posted 02-04-2022 17:18
    @LY LIM
    I assume Agent 1 completes the transfer to Agent 2 in your scenario.  Agent 2 then consult transfer to Agent 3.  At this point hold timer is displayed but the incorrect value?  Could you submit a request to our care team to look into it further?  Thanks.  


    ​​

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



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

    Posted 02-04-2022 17:24
    No, there is not hold timer at all for agent 2 after she is consulting with agent 3. It continues to clock the time from the original consult. 
    You're correct, Agent 1 completes the transfer. 
    How can I submit a request?
    I'm happy to walk you through it or if you can test it yourself, it's pretty simple explanation. 


    ------------------------------
    Ly Lim
    Cardinal Health 5, LLC
    ------------------------------



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

    GENESYS
    Posted 02-04-2022 17:56
    I've tested the sequence described.  Below is what I'm seeing in my environment when agent 2 consult transfer with agent 3.  The screenshot is showing customer call on hold and the is a hold timer but the value does not seem correct since this consult occurred just a few seconds ago.

    If Cardinal Health has a Genesys Technical Account Manager, she or he could submit a request on your behalf as well.

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



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

    Posted 02-07-2022 10:37
    Yes exactly! Thank you for testing that yourself. Will you all be fixing it?
    I submitted a ticket to my account manager as well.

    ------------------------------
    Ly Lim
    Cardinal Health 5, LLC
    ------------------------------



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

    GENESYS
    Posted 02-09-2022 16:11
    Edited by Ricky Phung 02-09-2022 16:14
    @LY LIM development team is aware of this and looking into cause of this behavior.  You should receive update from our support organization if this was reported.​

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



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

    Posted 02-06-2022 22:03
    We had a few customer expressing similar views re the new look UI. Care advised to open an improvement request.

    An enhancement to fix the enhancement :-) 

    https://genesyscloud.ideas.aha.io/ideas/OP-I-1274

    Feel free to vote! 

    Scott.

    ------------------------------
    Scott Bradshaw
    Telstra Corporation Ltd
    ------------------------------



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

    Posted 02-08-2022 12:01
    @Scott Bradshaw thank you for posting this. Just voted! 

    https://genesyscloud.ideas.aha.io/ideas/OP-I-1274

    Form over function? Not when generic icons replace real names during consult transfer, resulting in added seconds and more mistakes.

    ------------------------------
    Kun Jin Rhee
    LifeCare Assurance Company
    ------------------------------



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

    GENESYS
    Posted 01-24-2022 12:29
    Hi Community,

    The recipient of the consult call can see the name of requester in the alert prior to answer as shown below.

    There is an icon to represent consulting party in the card, mouse over the icon to see the name.  The red "pause" icon indicates the customer (e.g. John Thomas) is on hold and corresponding hold duration.


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



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

    Posted 01-24-2022 12:53
    Edited by Camila Meneghini 01-24-2022 16:16
    We've had several complaints that we don't have the timers anymore, now agents can't see the times anymore, only full minutes, like 2 minutes, and no more 1:30.
    They are not happy.

    ------------------------------
    Camila Meneghini
    Coddera
    ------------------------------


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

    Posted 01-24-2022 17:08
    My agents are experiencing the same frustration with the change in timers. Particularly for chat, as we used the timers as a key piece of operational instruction for the agents. Pretty disappointing.

    ------------------------------
    Emily Kammerer
    Ascendium Education Solutions, Inc.
    ------------------------------



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

    GENESYS
    Posted 01-24-2022 18:13
    Hi Emily,

    Could you elaborate on which timer and how placement and method of display of such timer are used in your operation?

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



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

    Posted 01-25-2022 06:44
    Hi Ricky
    We use the time since last message timer to drive agent behaviors in the chat (the bottom timer below); for example, if there is a no response from the customer for a defined period of time, the agent sends designated canned responses. Another example is allowing the agent to monitor their response time.

    With the new UI only refreshing the timer every minute, it complicates this process for the agents. They didn't even recognize it as a timer once the UI changes went into effect. We are struggling to determine what is gained by only having this refresh on the minutes and not function as a standard timer with seconds.

    ------------------------------
    Emily Kammerer
    Ascendium Education Solutions, Inc.
    ------------------------------



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

    Posted 01-25-2022 09:37
    We have the same problem with the changes to Chat timers. We also use the timer from last customer response to send a canned response for idle timeout and then agent disconnect of the interaction. The agents also struggled with the changes in color coding and the message count icon on the chat bubble being too small.

    We just went live with chat last week and did not know of these UI changes taking place. We spent training time specifically on the timers so it was a big surprise logging in yesterday to the changes.

    ------------------------------
    Whitney Sandene
    Colorado Springs Utilities
    ------------------------------



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

    GENESYS
    Posted 01-24-2022 18:23
    Hi Camila,

    Based on your comment, I assume it's in context of digital media type.  In the context of digital interaction handling, could you share how does knowing by the seconds elapsed time affects your agent behavior?

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



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

    Posted 01-25-2022 11:38
    Agreed.  The look of the new UI is fine, but the content does not meet the basic needs of our users.  The timers need to be brought back to how they were before.

    ------------------------------
    Marty Hand
    National Domestic Violence Hotline
    ------------------------------



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

    Posted 02-08-2022 16:44
    Hi Rick, can you please confirm if these enhancements are also planned for the embeddable framework? Are you able to share a preview? I assume the changes should apply to the embeddable fwk to keep the same agent experience. Is there any ETA you may be able to share for these changes to apply to the embeddable fwk client? thanks

    ------------------------------
    Hichem Agrebi
    ------------------------------



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

    GENESYS
    Posted 02-09-2022 17:06
    @Hichem Agrebi this is currently not planned.  Could you elaborate use cases which this would benefit by including it in embeddable framework?​

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



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

    Posted 02-10-2022 05:36
    Hi Rick, the use case objective and expectation is to keep the Genesys Cloud UI streamlined with similar agent experiences whether using Genesys WebRTC client or the embeddable framework. Both tools should share the same iconography and overall behavior.

    ------------------------------
    Hichem Agrebi
    ------------------------------



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

    Posted 02-10-2022 09:58

    Hi, Rick

    The new roster only displays the Remote information (like "Orlando, FL" or "Mobile Norway"). Previously the agents could see the actual number (ANI). Can we please have the ANI back or at least a setting in the client so "Remote" could be exchanged with "ANI"?

    Kind regards
    Colin



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



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

    GENESYS
    Posted 02-10-2022 16:46
    Hi @Colin Aggett, could you create support ticket to look into why it is behaving this way?  This maybe unrelated to recent UI update.​

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



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