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

    Posted 02-02-2023 11:33
    Edited by Aoife Kelly 4 days ago

    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 29th March 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 three 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 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.
      • Campaigns, including callbacks - coming Q2 23 
      • Authenticated and Open Messaging - coming Q3 23 
      • Knowledge – Support Center
      • Agentless Email Notifications
      • Co-browse
      • Instagram DM

    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. 


    Aoife Kelly
    Genesys - Employees

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

    Posted 4 days ago

    Rescheduled 29th March 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 by one week to Wednesday 29th March 2023. 

    The release schedule will be published here next week.

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

    We apologise for any inconvenience. 

    Aoife Kelly
    Genesys - Employees

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

    Posted 3 days ago

    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.


    Your old friend, Dan ☘️🇮🇪😃

    Dan Arra