Genesys Cloud - Main

This thread is now CLOSED. Thanks to everyone for submitting! We're reviewing the questions and look forward to sharing the episode later this week.

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Hello Everyone,

The next episode of the Q&A Show is going to be dedicated to our friend @Lucie DeCristofaro's post on Upcoming UI Changes in Agent Desktop: Single Customer View. 

The plan is to record the episode early next week and release it by Thursday/Friday, so everyone has plenty of time to get your questions in and quickly get answers. To get your question on the Q&A Show, please reply to this thread or email us.

From Lucie's Original Post:

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

Genesys Cloud Resource Center		remove preview
Future release announcements - Genesys Cloud Resource Center Learn about upcoming Genesys Cloud features and related UI changes. For information about features scheduled for the next Genesys Cloud feature release, see Features coming soon. Genesys Cloud will perform rolling updates to the telephony administrator UI over the next few months. The changes may include updated icons for better visual alignment with other settings throughout the platform. View this on Genesys Cloud Resource Center >

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Hope you enjoy the episode!

Cheers,

Matt

#GenesysCloudCXQAEpisode

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Matt Lawson
Genesys - Employees
Online Community Manager
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Hi Matt
Here are a couple initial questions from me.

Will the 'auto-created contact' be a configurable setting? We do not use External Contacts to store customer data nor do we have any desire to at this point. Rather, our agents frequently transfer calls so we use external contacts as a sort of phone book for frequently transferred-to numbers; I have concerns about customer data mingling with that.

Slides 12-14 all reference customers reaching out. Will this auto-created contact apply only to inbound interactions?

Thanks

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Emily Kammerer
Ascendium Education Solutions, Inc.
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I am with you on this, we use it as an external contact phonebook for external transfers etc, also to add the agents personal email address for forwarding of emails, I don't really want to see customer data merged in with our configured data

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Andy Jackson
Ten Lifestyle Management Limited
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Original Message:
Sent: 07-13-2022 10:55
From: Emily Kammerer
Subject: CLOSED - Ask Your Questions About - Upcoming UI Changes in Agent Desktop: Single Customer View

Hi Matt
Here are a couple initial questions from me.

Will the 'auto-created contact' be a configurable setting? We do not use External Contacts to store customer data nor do we have any desire to at this point. Rather, our agents frequently transfer calls so we use external contacts as a sort of phone book for frequently transferred-to numbers; I have concerns about customer data mingling with that.

Slides 12-14 all reference customers reaching out. Will this auto-created contact apply only to inbound interactions?

Thanks

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Emily Kammerer
Ascendium Education Solutions, Inc.
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Thanks @Emily Kammerer for kicking off the questions/discussion! @Andy Jackson and @Jeff Hoogkamer, I'll bring up your thoughts as well.

If anyone else has anything, the plan right now is record next Monday (7/18) so there is still time to get your questions in.

Happy Thursday!

Matt​​

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Matt Lawson
Genesys - Employees
Online Community Manager
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Original Message:
Sent: 07-13-2022 10:55
From: Emily Kammerer
Subject: CLOSED - Ask Your Questions About - Upcoming UI Changes in Agent Desktop: Single Customer View

Hi Matt
Here are a couple initial questions from me.

Will the 'auto-created contact' be a configurable setting? We do not use External Contacts to store customer data nor do we have any desire to at this point. Rather, our agents frequently transfer calls so we use external contacts as a sort of phone book for frequently transferred-to numbers; I have concerns about customer data mingling with that.

Slides 12-14 all reference customers reaching out. Will this auto-created contact apply only to inbound interactions?

Thanks

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Emily Kammerer
Ascendium Education Solutions, Inc.
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+1 on @Emily Kammerer and @Andy Jackson commentary

We also don't use External Contacts to store customer data, as it presents a challenge and risk to have another source of customer data in another system that needs control and governance measure (e.g. who monitors and controls what data is being entered and stored, who is responsible for duplicates and merging of records, who has access, what kind of data can be stored, etc). Plus there's the additional work hours involved - so where does the funding and staff come from to manage this. 

We only use External Contacts as a phone book / directory - where we use three organisations to sort contacts by 'STAFF' (all employees and contractors), 'INTERNAL' (for numbers/contact details of internal departments, etc) and EXTERNAL (for numbers of external companies and organisations).

The External Contacts also acts as our pseudo 'Outlook Address Book' that we've had to effectively create twice in order to be able to access an email address book that contains the contacts within our organisation. 

Therefore I'm curious as to how automatic contact creation will impact our existing use of External Contacts, and if we can determine if/when a record is created (i.e. can the feature be turned on/off organisation wide, can it be invoked on demand in an Architect flow, etc) so we can control it's release and implementation.

Don't get me wrong, I see this as being a great and powerful feature - just don't want it 'forced' on us when we can't really see and play with it before it rolls out to understand it's potential impacts and ongoing commitment. 

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Jeff
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Why are so many releases either incomplete or with huge bugs and what is being done to improve the reliability of the releases. 

Recent examples:
New teams release = Unable to attach teams to queues
Division under user roles was change = This did not show the roles correctly
Extensions under Admin = after an update the link took you to the wrong place

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Andrew Lewis
Health Management Ltd
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Original Message:
Sent: 7/15/2022 4:13:00 AM
From: Andrew Lewis
Subject: RE: Ask Your Questions About - Upcoming UI Changes in Agent Desktop: Single Customer View

Why are so many releases either incomplete or with huge bugs and what is being done to improve the reliability of the releases. 

Recent examples:
New teams release = Unable to attach teams to queues
Division under user roles was change = This did not show the roles correctly
Extensions under Admin = after an update the link took you to the wrong place

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Andrew Lewis
Health Management Ltd
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Like many others here, we use the external contacts as more of a phonebook / directory, and do not want to mix customer data in with that. My assumption is this will be permissions based or a toggle to turn on or off in case we do not want to use it?  I love the idea, and we may use this for certain use-cases, but this could cause a lot of problems if it goes live without a way to turn it off or be able to control when it is used.

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Charles Skowron
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