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.
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Emily Kammerer
Ascendium Education Solutions, Inc.
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Original Message:
Sent: 01-24-2022 18:13
From: Ricky Phung
Subject: New interaction roster UI coming soon !!
Hi Emily,
Could you elaborate on which timer and how placement and method of display of such timer are used in your operation?
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Rick Phung
Genesys - Employees
Original Message:
Sent: 01-24-2022 17:07
From: Emily Kammerer
Subject: New interaction roster UI coming soon !!
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.
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Emily Kammerer
Ascendium Education Solutions, Inc.
Original Message:
Sent: 01-24-2022 12:52
From: Camila Meneghini
Subject: New interaction roster UI coming soon !!
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.
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Camila Meneghini
Coddera
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