I am with you here the lack of communication is grating with me on something I perceive a major change, the perception is IT have made a change without notification or discussion with the business.
The new toast popup is certainly something I have not seen happen before
The agents are complaining all over the place, mainly due to them not wanting to wear a headset constantly and by losing the alert they don't know they have a call unless they have the chrome screen open, despite having screen pops opening and a whisper and our CRM opening. While I have some sympathy with them, I do keep mine on all day and don't even think about it.
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Andy Jackson
Ten Lifestyle Management Limited
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Original Message:
Sent: 01-09-2023 16:11
From: Anton Vroon
Subject: Agent Auto answer UI change
A beep or a ring, can we not just have the ring? if that is the preference? Or let us decide as setting to either play a beep or to select from one of the ringtones?
But the lack of communication is the biggest issue here, if we had known about this change we could have prepared our staff. Saying no notification was needed as it was fix to a bug despite it effecting front line staff is just not acceptable.
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Anton Vroon
Original Message:
Sent: 01-09-2023 15:17
From: Tim Eastman
Subject: Agent Auto answer UI change
We were also caught off-guard by the changes. Like the rest of you our reps prefer the brief ring. Here is what we were told:
The change initiated is a fix of a bug in which ringtones are not supposed to be there for autoanswer setup. <o:p></o:p>
After discussions with the service team, it was decided that a rollback will not happen due to the following:<o:p></o:p>
This was an intentional change to fix the "ringtone" as it was an intermittent issue that should not have been present<o:p></o:p>
-"ringtone" here specifically applies to the audible Alert that happens at the same time the UI Toast notification pops<o:p></o:p>
-The tone played to the agent for auto-answered calls to indicate that there is an incoming call should be unaffected by this change<o:p></o:p>
The current experience is the expected behavior when using Auto Answer Setup. For agents on auto-answer, the "ringing" will only be experienced on the first call of the day or the next call after Persistent Connection has dropped. But once Persistent Connection is active, the agents will only hear a beep tone as the line is already considered connected at that time.<o:p></o:p>
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Tim Eastman
Victory Capital
Original Message:
Sent: 01-09-2023 14:09
From: Cory King
Subject: Agent Auto answer UI change
We're also following this thread. Our agents really appreciated the brief "ring" they would hear before the whisper tone - this change in functionality is very jarring.
Also, did we happen to miss a notice from Genesys that this change was coming through?
Thanks,
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Cory King
IT Lead
Interstate Gas Supply, Inc.
Original Message:
Sent: 01-08-2023 16:05
From: Anton Vroon
Subject: Agent Auto answer UI change
Hey, was there an unannounced UI change for agents?
When staff are getting calls, who are on auto answer, they now get this pop up. Pretty sure they didn't use to get this (or have I just not noticed it until now?)
Has this always been there? Or is this new? If it is new, was there any announcement for this?
#Security
#Telephony
#Unsure/Other
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Anton Vroon
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