Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Agent Desktop Profile Panel Change with GA Release on Wednesday 22nd March

    GENESYS
    Posted 02-02-2023 11:33
    Edited by Aoife Kelly 04-11-2023 15:49

    Single Customer View capabilities were released in October 2022. Single Customer View powered by Identity Resolution consolidates External Contacts and journey data together under the one External Contact ID on Genesys Cloud.

    We received feedback from many customers that the agent desktop could be more intuitive so we are refreshing the UI on the profile panel. These changes be rolled out in one delivery on Wednesday 22nd March. (Update: rescheduled to Wednesday 12th April please see post below)

    There is no additional new functionality with this release but the new UI changes should make the process of creating, changing and viewing an External Contact more intuitive. 

    Here is a look at two different scenarios that will be changing: 

    Scenario 1: Auto Stitching to an Existing Contact

    Single Customer View in the background auto stitches to the first contact created in the system of the identifier i.e. phone number, email address and social ID. But this might not always be the best contact match; there may be multiple contacts with the same identifier e.g a company with a generic email address accounts@company.com so being able to see the other matches for that identifier that are available is key in ensuring that the interaction has being associated with the correct External Contact. 

    Multiple Contacts with Same Phone Number

     

    Confirming Contact in the New UI

     

    Incorrect Auto Stitched Contact

     

     

    Scenario 2: No Existing Contact for Identifier

    When Genesys Cloud cannot find a contact with the identifier of the phone number, email address, social ID we have now made it more intuitive for an agent to realise that this is not a contact that exists and the call to action is to create contact.


    It is important to note that these changes are applicable for all stitched channels. 

    Genesys Cloud does not stitch on interactions from the following channels but the profile panel will continue to not auto stitch to a contact and these channels will not show in journey. 

      Let me know your thoughts and if there is any feedback. For any other feature enhancement ideas for External Contacts + Journey please post them in our new dedicated product category on the ideas portal and to see this idea on the portal. 

      #Omni-ChannelDesktop/UserInterface

      ------------------------------
      Aoife Kelly
      Genesys - Employees
      ------------------------------



    • 2.  RE: Agent Desktop Profile Panel Change with GA Release on Wednesday 22nd March

      GENESYS
      Posted 03-16-2023 18:23
      Edited by Aoife Kelly 03-29-2023 12:09

      Rescheduled 12th April 2023 Release

      The changes outlined in this thread are ready to be released but to ensure there is comprehensive customer communications of the change as it impacts the agent desktop, the release is postponed to Wednesday 12th April 2023. 

      All region deployments will be outside of core local business hours. 

      We apologise for any inconvenience. 

      Release Schedule per Region 

      Wednesday 12th April 05:00 local time: 

      • Sae1 (São Paulo) 
      • Use1 (N. Virginia)
      • Fedramp (Ohio)
      • Cac1 (Canada Central)
      • Usw2 (Oregon)

      Note: For majority of agents this release will be effective from their working day on Wednesday 12th April.

      Wednesday 12th April 22:00 local time: 

      • Apse2 (Sydney)
      • Apne1 (Tokyo)
      • Apne2 (Seoul) 
      • Ape1 (Hong Kong)
      • Apese3 (Jakarta)
      • Aps1 (Mumbai)
      • Euc1 (Frankfurt)
      • Afs1 (Cape Town)
      • Euw2 (London)
      • Euw1 (Ireland) 

      Note: For majority of agents this release will be effective from their working day on Thursday 13th April. 

      ------------------------------
      Aoife Kelly
      Genesys - Employees
      ------------------------------



    • 3.  RE: Agent Desktop Profile Panel Change with GA Release on Wednesday 22nd March

      Posted 03-21-2023 14:08

      Hope you had a fantastic day for St Patrick!

      Great stuff as always Aoife! Looking forward to it. 

      On a somewhat related topic, do we still have a way to use the Journey API (from Architect or middleware) and assign a segment to a specific external contact? I had built it in the past using the Private API for GSol to dissociate a caller from a Sales use case vs Service use case based on web activity? It doesn't seem to have been propagated into the public API yet.

      Any ideas/suggestions how to address it?



      ------------------------------
      Arnaud Lejeune
      Sabohc
      ------------------------------



    • 4.  RE: Agent Desktop Profile Panel Change with GA Release on Wednesday 22nd March

      GENESYS
      Posted 03-23-2023 10:29

      Hi Arnaud, 

      Great to hear from you! That is a great use case and one we are very excited about supporting!

      That journey API is linked to customer segments which is not yet released as currently segments are only available on a single web session but the segment does not persist outside of that web session. We will have the beta available soon and will let you know. 

      Thanks,
      Aoife - Product Manager Single Customer View 



      ------------------------------
      Aoife Kelly
      Genesys - Employees
      ------------------------------



    • 5.  RE: Agent Desktop Profile Panel Change with GA Release on Wednesday 22nd March

      Posted 03-17-2023 01:45

      Hi Aoife! Exciting to see the progress!  
      Has the old limitation of 10 (or so) identity "stitches" been removed? As you probably remember, if the visitor always uses a new incognito browser (and new cookie) for each visit and chat, they'll quickly bump up against the limit. 

      Thanks!

      Your old friend, Dan ☘️🇮🇪😃



      ------------------------------
      Dan Arra
      Sabohc
      ------------------------------



    • 6.  RE: Agent Desktop Profile Panel Change with GA Release on Wednesday 22nd March

      GENESYS
      Posted 03-24-2023 13:04

      HI Dan, 

      Great to hear from you! That upper limit is still in place. We found this was an issue for demos but it was not something that was flagged by customer Orgs. 

      Nevertheless please do log it in the ideas portal and we collate the votes there from the Community to prioritise the backlog. 

      Thanks,
      Aoife 



      ------------------------------
      Aoife Kelly
      Genesys - Employees
      ------------------------------



    • 7.  RE: Agent Desktop Profile Panel Change with GA Release on Wednesday 22nd March

      Posted 03-24-2023 13:11
      Aoife- Thanks very much for the reply. Will do. Regards, 

      Dan


      Image

      Dan Arra

      Principal
      o (650)218-4444

      e dan.arra@sabohc.com

      SABOHC 






    Need Help finding something?

    Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources