Genesys Cloud - Main

Hi All, 

We wanted to provide an update on our Analytics Workspaces GA release.

Analytics Workspaces is currently only rolled out to USE1, USE2, USW2, and CAC1 regions. A bug was identified yesterday around some users' ability to see the link to the Dashboards home page. Since there are workarounds and the Care team is able to communicate those out, we do not plan to roll back the change. However, we don't want to introduce the bug in additional regions. The team is working on a hotfix for this issue and we plan to resume rolling it out asap once the fix is in place. We will provide more updates once the fix is resolved and what our new rollout schedule will be for the remaining regions.  


FAQs: 

1. Dashboard Workarounds 
   1. If you are unable to access the Dashboard link from the Workspace, you can still access it directly at https://apps.mypurecloud.com/directory/#/analytics/dashboards 
      • Note: ​​The core URLs (https://apps.mypurecloud.com) vary by region. The list of core URLs can be found here.
        
        • Add "/directory/#/analytics/dashboards " to the end of the core URL.
   2. If the roles allow, providing a user with both "dashboard view" AND "dashboard edit" permissions will enable the Dashboard link from the Workspace. 
      • It should be "dashboard view OR dashboard edit" but this will be updated with the bug fix. 
2. To get to the Workspace landing page, click the "+" tab. 
3. Saving Views 
   1. Save As is still available - click the 3 dots on the tab you are currently on to save. 
   2. Your old list of saved views is still available on the Workspace landing page. 
   3. To find a specific saved view, you can use the saved views search bar. 
4. The yellow notice about tab permissions 
   1. Users need the new permissions to add new tabs during the current browsing session, and for the open tabs to be remembered if, for example, you close your browser and come back. 
      • Analytics > Tab Configurations > View permission  
      • Analytics > Tab Configurations > Edit permission  
      • Analytics > Tab Configurations > Delete permission 

 
Additional Resources: 

1. Feature Documentation 
2. Demo of the new functionality  
3. If you are still having trouble accessing the dashboards or with saving, please contact Customer Care

We apologize for the inconvenience! Thank you all for your patience as we work to quickly resolve this issue. 

Thank you,
Jacky 

#Reporting/Analytics
#Roadmap/NewFeatures

------------------------------
Jacqueline Minkler
Genesys - Employees
Staff Product Manager, Reporting & Visualizations
------------------------------

Dear Jacky,
We have customers on https://apps.mypurecloud.de/ and https://apps.euw2.pure.cloud/ sites
No one has access to the "Analytics Workspaces", does it correct or it's some "our" problem?

@Yvgeni Liberman - thanks for this question! Not a "your" problem, we haven't turned the feature on for those regions yet.

Here is some more clarity around region rollout:

1. Current list of regions with Analytics Workspace turned on
   • US-EAST-1 (Virginia)
   • US-EAST-2 (FedRamp)
   • US-WEST-2 (Oregon)
   • CA-CENTRAL-1 (Canada)
2. List of regions where deployment is paused until further notice of the bug fix
   • AP-NORTHEAST-1 (Tokyo)
   • AP-NORTHEAST-2 (Seoul)
   • AP-SOUTH-1 (Mumbai)
   • AP-SOUTHEAST-2 (Sydney)
   • EU-CENTRAL-1 (Frankfurt)
   • EU-WEST-1 (Ireland)
   • EU-WEST-2 (London)

​​A mapping between URLs and Regions are found here.


------------------------------
Jacqueline Minkler
Genesys - Employees
Staff Product Manager, Reporting & Visualizations
------------------------------

Thanks,
I see that at our regions "deployment is paused"

Hi Jacky,

I believe some of our users are experiencing the issue you mentioned- they have all three Analytics -> Tab permissions but cannot see the Dashboards link in the workspace. The direct link works as a workaround.

How will it be communicated when the hotfix is in place - in this thread or elsewhere?

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

We too would like an answer to this question. Our rep told us they were hearing the fix would be pushed "next week"

------------------------------
Duncan Maloch
Sonic.net
------------------------------

Original Message:
Sent: 03-25-2022 06:04
From: James Dunn
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi Jacky,

I believe some of our users are experiencing the issue you mentioned- they have all three Analytics -> Tab permissions but cannot see the Dashboards link in the workspace. The direct link works as a workaround.

How will it be communicated when the hotfix is in place - in this thread or elsewhere?

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Hi @Duncan Maloch and @James Dunn, this fix went out at the end of last week. Are you able to confirm that the dashboards issue is resolved for you?​​

------------------------------
Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
------------------------------

Original Message:
Sent: 03-25-2022 11:16
From: Duncan Maloch
Subject: Analytics Workspace – GA Update, FAQs, Resources

We too would like an answer to this question. Our rep told us they were hearing the fix would be pushed "next week"

------------------------------
Duncan Maloch
Sonic.net
------------------------------


Original Message:
Sent: 03-25-2022 06:04
From: James Dunn
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi Jacky,

I believe some of our users are experiencing the issue you mentioned- they have all three Analytics -> Tab permissions but cannot see the Dashboards link in the workspace. The direct link works as a workaround.

How will it be communicated when the hotfix is in place - in this thread or elsewhere?

------------------------------
James Dunn
Pitney Bowes Inc.

Yes, things are now working as expected.

------------------------------
Duncan Maloch
Sonic.net
------------------------------

Original Message:
Sent: 03-29-2022 12:09
From: Maisey Harris
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi @Duncan Maloch and @James Dunn, this fix went out at the end of last week. Are you able to confirm that the dashboards issue is resolved for you?​​

------------------------------
Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
------------------------------


Original Message:
Sent: 03-25-2022 11:16
From: Duncan Maloch
Subject: Analytics Workspace – GA Update, FAQs, Resources

We too would like an answer to this question. Our rep told us they were hearing the fix would be pushed "next week"

------------------------------
Duncan Maloch
Sonic.net


Original Message:
Sent: 03-25-2022 06:04
From: James Dunn
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi Jacky,

I believe some of our users are experiencing the issue you mentioned- they have all three Analytics -> Tab permissions but cannot see the Dashboards link in the workspace. The direct link works as a workaround.

How will it be communicated when the hotfix is in place - in this thread or elsewhere?

------------------------------
James Dunn
Pitney Bowes Inc.

Hey @James Dunn and @Duncan Maloch,

Wanted to make sure you saw the latest update. ​​​

Thanks,

Matt

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Original Message:
Sent: 03-25-2022 06:04
From: James Dunn
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi Jacky,

I believe some of our users are experiencing the issue you mentioned- they have all three Analytics -> Tab permissions but cannot see the Dashboards link in the workspace. The direct link works as a workaround.

How will it be communicated when the hotfix is in place - in this thread or elsewhere?

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Hi all – Thank you all for your patience as we put together a consolidated message in response to all the feedback and questions. Please check out our latest community update here. 

------------------------------
Jacqueline Minkler
Genesys - Employees
Staff Product Manager, Reporting & Visualizations
------------------------------

Hi Jacky, Thank You for the Update. I would like to add one thing regarding the dashboards: The Filtering ist not been kept, e.g. if I set the Filter to only show my Favorites, this Tickbox does not keep my choice.

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Thanks, Thomas! I'll file a ticket for the dev team and we'll triage!

------------------------------
Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
------------------------------

Original Message:
Sent: 03-30-2022 05:26
From: Thomas Repking
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi Jacky, Thank You for the Update. I would like to add one thing regarding the dashboards: The Filtering ist not been kept, e.g. if I set the Filter to only show my Favorites, this Tickbox does not keep my choice.

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Hi Maisey,

Since the roll-out is done and permission granted it seems that we are not able to sort the tabs in a wished order. Some supervisor have a lot of different tabs open and would like to change the order. Can you please advise if any dev is running to enable a tabs sorting option, or drag and drop ?

I raised an idea a few minutes ago, if it can help : drag and drop option for tabs in | Genesys Cloud Ideas Portal (aha.io)

Thanks,
Patrick

------------------------------
Patrick Poinclou
Siemens Healthcare GmbH
------------------------------

Original Message:
Sent: 03-30-2022 08:50
From: Maisey Harris
Subject: Analytics Workspace – GA Update, FAQs, Resources

Thanks, Thomas! I'll file a ticket for the dev team and we'll triage!

------------------------------
Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
------------------------------


Original Message:
Sent: 03-30-2022 05:26
From: Thomas Repking
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi Jacky, Thank You for the Update. I would like to add one thing regarding the dashboards: The Filtering ist not been kept, e.g. if I set the Filter to only show my Favorites, this Tickbox does not keep my choice.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Hi, Patrick; thanks for raising an Idea! We're working with Product Management and User Experience to compile all of this feedback and release a set of enhancements to the Workspace functionality. Hopefully more to come soon!

Thanks,

------------------------------
Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
------------------------------

Original Message:
Sent: 04-05-2022 08:56
From: Patrick Poinclou
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi Maisey,

Since the roll-out is done and permission granted it seems that we are not able to sort the tabs in a wished order. Some supervisor have a lot of different tabs open and would like to change the order. Can you please advise if any dev is running to enable a tabs sorting option, or drag and drop ?

I raised an idea a few minutes ago, if it can help : drag and drop option for tabs in | Genesys Cloud Ideas Portal (aha.io)

Thanks,
Patrick

------------------------------
Patrick Poinclou
Siemens Healthcare GmbH
------------------------------


Original Message:
Sent: 03-30-2022 08:50
From: Maisey Harris
Subject: Analytics Workspace – GA Update, FAQs, Resources

Thanks, Thomas! I'll file a ticket for the dev team and we'll triage!

------------------------------
Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys


Original Message:
Sent: 03-30-2022 05:26
From: Thomas Repking
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi Jacky, Thank You for the Update. I would like to add one thing regarding the dashboards: The Filtering ist not been kept, e.g. if I set the Filter to only show my Favorites, this Tickbox does not keep my choice.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Hi, Genesys,

May we get this type of 'big' impact/deployment improved? I have experienced this type of release which is related to new permissions required many times over the years, but not seeing Genesys taking caution/ more careful action/ improvement.

Since this release impacted all supervisors and can be easily resolved by adding new permissions to the default supervisor role, I don't see any reason for this release can't make it auto-deploy the additional permissions to the supervisor role.

Hope can see this improvement in the coming release.


Best regards,



------------------------------
Johnson Lu
MFE International Pte Ltd.
------------------------------

Hi Johnson, we backfilled the tabs permissions to the supervisor and user roles, but to make use of this backfill functionality, each organization will have to opt in. That being said, we're also actively discussing how we can improve this scenario for those who do not opt in to the backfill process. We want to find a way to do right by all users.

Here is more information about the backfill process: https://help.mypurecloud.com/articles/automatically-backfill-roles-with-new-permissions/

Thanks,

------------------------------
Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
------------------------------

Original Message:
Sent: 03-30-2022 23:21
From: Johnson Lu
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi, Genesys,

May we get this type of 'big' impact/deployment improved? I have experienced this type of release which is related to new permissions required many times over the years, but not seeing Genesys taking caution/ more careful action/ improvement.

Since this release impacted all supervisors and can be easily resolved by adding new permissions to the default supervisor role, I don't see any reason for this release can't make it auto-deploy the additional permissions to the supervisor role.

Hope can see this improvement in the coming release.


Best regards,



------------------------------
Johnson Lu
MFE International Pte Ltd.
------------------------------

Hi Maisey,

I wasn't aware of that setting, thanks.

I presume that it will only backfill permissions to appropriate roles? I.e. If you add a new permission to the default Quality Administrator role it doesn't also apply to every default role?

Thanks.

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Original Message:
Sent: 03-31-2022 08:28
From: Maisey Harris
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi Johnson, we backfilled the tabs permissions to the supervisor and user roles, but to make use of this backfill functionality, each organization will have to opt in. That being said, we're also actively discussing how we can improve this scenario for those who do not opt in to the backfill process. We want to find a way to do right by all users.

Here is more information about the backfill process: https://help.mypurecloud.com/articles/automatically-backfill-roles-with-new-permissions/

Thanks,

------------------------------
Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
------------------------------


Original Message:
Sent: 03-30-2022 23:21
From: Johnson Lu
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi, Genesys,

May we get this type of 'big' impact/deployment improved? I have experienced this type of release which is related to new permissions required many times over the years, but not seeing Genesys taking caution/ more careful action/ improvement.

Since this release impacted all supervisors and can be easily resolved by adding new permissions to the default supervisor role, I don't see any reason for this release can't make it auto-deploy the additional permissions to the supervisor role.

Hope can see this improvement in the coming release.


Best regards,



------------------------------
Johnson Lu
MFE International Pte Ltd.

Backfills can be done in a couple different ways; we can backfill to a default role and we can also backfill to all users who have a specific permission. It's just done on a case-by-case basis based on what's appropriate for that particular permission.

------------------------------
Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
------------------------------

Original Message:
Sent: 03-31-2022 08:43
From: James Dunn
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi Maisey,

I wasn't aware of that setting, thanks.

I presume that it will only backfill permissions to appropriate roles? I.e. If you add a new permission to the default Quality Administrator role it doesn't also apply to every default role?

Thanks.

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------


Original Message:
Sent: 03-31-2022 08:28
From: Maisey Harris
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi Johnson, we backfilled the tabs permissions to the supervisor and user roles, but to make use of this backfill functionality, each organization will have to opt in. That being said, we're also actively discussing how we can improve this scenario for those who do not opt in to the backfill process. We want to find a way to do right by all users.

Here is more information about the backfill process: https://help.mypurecloud.com/articles/automatically-backfill-roles-with-new-permissions/

Thanks,

------------------------------
Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys


Original Message:
Sent: 03-30-2022 23:21
From: Johnson Lu
Subject: Analytics Workspace – GA Update, FAQs, Resources

Hi, Genesys,

May we get this type of 'big' impact/deployment improved? I have experienced this type of release which is related to new permissions required many times over the years, but not seeing Genesys taking caution/ more careful action/ improvement.

Since this release impacted all supervisors and can be easily resolved by adding new permissions to the default supervisor role, I don't see any reason for this release can't make it auto-deploy the additional permissions to the supervisor role.

Hope can see this improvement in the coming release.


Best regards,



------------------------------
Johnson Lu
MFE International Pte Ltd.