HI Matt,
This is part of my struggle. I feel like as a customer, I shouldn't have to go digging for answers across all these channels and hopes that I catch everything.
I also recognize the struggle Genesys has in trying to reach all its customers. Not everyone is active on the community and/or ideas boards so I agree that if information were just posted there not everyone would see it. I think if you want to reach the most people, it has to be a communication via the Genesys application itself. I like the idea of using the pop-ups similar to what we get in the lower right hand corner of the app when we go to the admin menu or the initial "training" you get at the top of the admin menu when you first start using Genesys. The problem we run into with some of those things is that it can be information overload or there are things that are not applicable to a given user so people stop even looking.
The first thought that popped into my head would be to have pop-up type alerts that talk about these upcoming changes to the system, but only have them come up for people with certain roles/permissions (admin accounts) as soon as they log in. It could be as simple as, "There is a release next Wednesday. Click here to view the release notes", and then have it link out to the release notes webpage (or something similar) that has all the details on the changes. We as admins can review the changes ahead of time and then alert others as necessary based on the upcoming changes. Once we have reviewed and acknowledged the alert it disappears until the next release.
I would love to dig deeper on this topic if possible.
Thanks!
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Jason Lorden
Independent Health Association, Inc.
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Original Message:
Sent: 03-22-2022 13:17
From: Matt Lawson
Subject: AMA - Analytics Workspace Roll Out Communication
Hey Jason,
I really like this question! At times, I've kind of wondered the same thing and been asked similar questions. I do not have the answer(s) for you, but I am curious other than the ideas labs and community, what communication channels do you use and where would you expect to get this information. I agree that the Ideas Lab and Community seem like good destinations, but they can't be the only option.
Also, I'll just add that it's hard...maybe even impossible to reach EVERYONE, but I'd love hearing what channels people would look for updates like this. Thanks for starting the discussion.
Cheers,
Matt
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Matt Lawson
Genesys - Employees
Online Community Manager
Original Message:
Sent: 03-22-2022 12:59
From: Jason Lorden
Subject: AMA - Analytics Workspace Roll Out Communication
When was the date for this release decided and how was it communicated? I am subscribed to the idea that I believe was tied to this feature release Views: Analytics Tabbed Interface (ANLS-I-848) and the last update was on 3/16/22 and Maisey's comments were "We're working on getting this out very soon". It didn't mention the actual release date was a week away. Now we are scrambling to communicate the changes to our users prior to the release tomorrow. I've been told that there was "a lot of communication" about this change but if it wasn't for Matt's Q&A with Maisey I'm not sure we would have been aware of this change until tomorrow.
#Ask Me Anything (AMA)
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Jason Lorden
Independent Health Association, Inc.
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