Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky

Hi All,

Wednesday morning (3/23/22), Genesys Cloud released the Analytics Workspaces feature in Genesys Cloud, which introduced a significant navigational change. Analytics Workspaces will transform the ease with which Interactive Views and Dashboard users are able to consume analytics in Genesys Cloud. From experience, we know that any changes to the UI can be disruptive, therefore we took several steps to verify that Workspaces would be a welcome improvement and to communicate that it was happening.

However, despite these actions, it's become clear that our methods did not effectively reach our user community. We sincerely apologize for the disruption you may have experienced from the update and the subsequent discovery of a permissions bug. Please rest assured that the broader Genesys Cloud team will be looking at our processes and communication paths to ensure that this situation does not occur again.

There have been several requests for more information about our process for this release, so we want to be completely transparent in providing that to this community.

1. Implemented a prolonged, multi-step Beta program: 
   1. Released Analytics Workspaces to internal Genesys Cloud orgs 
   2. Received and implemented feedback for a 2nd round of internal beta testing 
   3. Received and implemented feedback to release to external beta which involved dozens of customers with multiple users over 3 months' time 
   4. Received and implemented feedback to prepare for General Availability (GA) 
2. Quality Assurance team completed a rigorous testing process prior to GA release 
3. Took the following steps to communicate about this change: 
   1. Release Notes / Documentation  
      • Documentation published with "Feature Coming Soon" label – February 18th  
      • Future Release Announcements – March 3-17th  
        • Previously located in the bottom section of this page 
      • Feature Coming Soon Announcement – March 17-23rd  
        • Previously located as the first item on this page 
      • Release Notes – March 23rd  
        • https://help.mypurecloud.com/release-notes/  
        • https://help.mypurecloud.com/releasenote/march-23-2022/  
   2. Within the Genesys Cloud Application 
      • In-App notification – March 2-17th   
        • Feature coming soon announcement with link to documentation & demo  
      • In-App notification – March 23rd  
        • Release announcement with link to documentation & demo  
   3. Genesys Cloud Community  
      • Q&A Episode dedicated to this feature announcement including demo & documentation (pinned) – February 2022  
      • A pinned discussion post  announcing this feature including documentation & demo – March 18th   
      • Ask Me Anything (AMA) events – Published February 2022  
        • AMA Before Release – March 22nd  
        • AMA After Release – March 29th  
   4. Email Announcements   
      • Upcoming Feature announcement  – The Inside Source Newsletter – February 18th 
      • Community Email about feature and AMA – Week of March 14th  
      • Community Digests – As each post was released  – AMA events, Q&A Show, Discussion post  
   5. Internal and External Roadmap Presentations  
      • Roadmap Sessions – July 2021, October 2021 & January 2022  
      • Announced this feature "In Progress" – October 2021 
      • Announced this feature "In Beta" and targeted for GA late Q1 2022 – January 2022  
      • Also announced at Q4 Partner Roadmap Updates – December 2021 

Although we performed rigorous testing throughout the internal and external beta period, we understand that this release was made more impactful by the discovery of a bug affecting some users' ability to see the link to the Dashboards home page. There are two ways to work around this issue which are posted in this community post. There, you will also find information about the regional availability of the Analytics Workspaces feature. Continue to look at the Community posts for information about when this bug has been fixed and we will update both the Community and Release Notes when the feature is rolled out to additional regions. We are hoping to continue the rollout on the next release cycle on Wednesday, March 30th if the fix is in place by then. We will update the regions who have the feature enabled with the bug fix as soon as it's ready.

Our team will be immediately evaluating this release to make process and communication changes based on lessons learned. We are committed to doing what is right and providing the best possible Genesys Cloud experience for our customers!

Thanks,
Jacky