Genesys Cloud - Main

 View Only

Discussion Thread View
Expand all | Collapse all

Coming soon: Analytics Dashboards with enhanced UI and sharing options

  • 1.  Coming soon: Analytics Dashboards with enhanced UI and sharing options

    GENESYS
    Posted 01-10-2024 09:13

    Hi everyone,

    We're thrilled to announce the upcoming release of Genesys Cloud Analytics dashboards UI – now with a more responsive layout. Your dashboard experience will be redefined, effortlessly adapting to the content you want to see. The responsiveness of the UI is going to be the cornerstone feature of this release and that will enable you to focus on actionable insights while saving time on layout decisions.

    The highlights of this release include:

    Optimized View: The new layout is going to dynamically adjust content, ensuring constant access and visibility to crucial performance insights without compromising the user experience.


    Visual Delight:
    Visual delight is one of the major goals of this release. This means charting components with better color contrast, aligned with modern, accessibility-compliant, user experience standards.


    Intuitive & Integrated Experience:
    This new design will provide a sleek, consistent, and user-friendly experience across all the aspects of dashboard functionality. That includes enabling better access control via flexible sharing options. With this release, you will be able to share dashboards easily with work teams or individuals from the dashboard summary UI or from the dashboard itself.   

    Please note that this is not yet released but will be coming soon. Since this is a significant change to the experience in which dashboards are used, we want to make you aware of this prior to the release. To ensure we get early feedback, we will release this as a beta first and then follow-up with GA release. 

    We will post an update on the beta and GA timelines with at least 3 weeks' notice.

    For beta enrollment, we will share the beta enrollment link via Genesys Beta HQ and make another announcement one week before the beta release date.

    I will continue to post updates in this thread so that you know exactly when to expect changes and please reach out to me in case of any questions or feedback.

    Thanks,


    #Reporting/Analytics
    #Roadmap/NewFeatures

    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 2.  RE: Coming soon: Analytics Dashboards with enhanced UI and sharing options

    Posted 01-15-2024 07:39

    Will there be a dark mode for this?

    For users looking at dashboards on their desktop/laptop the bright colors might be preferred by some, but if used on a TV screen as a wallboard dark mode makes more sense.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 3.  RE: Coming soon: Analytics Dashboards with enhanced UI and sharing options

    Posted 01-15-2024 10:36

    Jan,

    Judging by what happened with Architect, I wouldn't hold your breath.... Some folks may be able to tolerate the bright colors (for others it causes health issues) but I don't know anyone who doesn't want, and in most cases prefers, a Dark Mode. I hope to be proved wrong!



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------



  • 4.  RE: Coming soon: Analytics Dashboards with enhanced UI and sharing options

    GENESYS
    Posted 01-16-2024 11:10
    Edited by Nikhil Ponnam 01-16-2024 11:10

    This release will not include dark theme option.  We acknowledge the significance of dark theme-based dashboards and, as you noted, the feedback we gathered indicates the preference for the dark theme primarily for cases where dashboards are used as wallboards.

    With this release, we are switching over to a new UI framework that will provide a more responsive UI with dynamic widget sizes and richer visualizations. While this framework does not include the dark theme yet, the work is in progress to make that available as soon as possible.

    To ensure we quickly address the current widget size-based limitations (one of the high-vote ideas) and maximize the value for our customers, we are prioritizing the delivery of these features (including the ability to share dashboards with individuals/team - another high-vote idea) ahead of the dark theme work.

    To enable seamless transition to the new UI, this release includes a preview capability for each dashboard and users can make the switch when they are ready, providing a way to work with their dashboards in the current experience until that point.

    However, there are a few things to be considered with this release (Note: Feature highlights, key points such as the ones listed below and FAQs will be provided in the subsequent post, at least 3 weeks before the beta date):

    • The new dashboards can only be created in the new light background theme. So, if there is a strong preference to continue using the current dark-theme based dashboards within your organization, please create the required dashboards prior to this release. That ensures the availability of all the dashboards/wallboards in the dark theme.
    • The new capabilities such as sharing with individuals and work teams will only be available for the dashboards created using the new light themed framework.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 5.  RE: Coming soon: Analytics Dashboards with enhanced UI and sharing options

    Posted 01-16-2024 11:24

    Nikhil,

    So Genesys is switching to a new UI framework? That explains some of the other changes that have been announced / released recently, which nobody seems to have asked for (or, in some cases, want!)

    May I suggest that unless there is some functionality that is being urgently added that required the new UI, you pause any further roll-outs until the new framework supports Dark mode (or even skinning / custom themes). It seems to me that every time a change is made to the UI, particularly if the old one was Dark by nature, there is a chorus of complaints about the lack of Dark Mode. This isn't merely about personal preference either. There are people who find the brighter themes difficult, painful or even impossible to use. (See comments about the new Architect inducing migraines.)

    Assuming the new UI framework has been developed by Genesys, then I would suggest that you UI developers focus on adding Dark mode to the framework, rather than utilizing the new framework in additional areas.



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------



  • 6.  RE: Coming soon: Analytics Dashboards with enhanced UI and sharing options

    GENESYS
    Posted 01-16-2024 14:14

    @Paul Simpson - thanks for the feedback. The UI framework I mentioned above specifically is related to the Genesys Cloud Analytics Dashboards. I believe the other changes that you are seeing are not related to this.

    As mentioned above, we are prioritizing the dashboard features such as dynamically adjusting widget sizes to address layout-related limitations experienced by the users (which is one of the top-voted ideas) and this framework shift is required for that as we cannot implement these changes on the existing UI. However, I agree with you on the importance of dark theme and the significance of it to help with issues related to eye strain and the overall visibility. As pointed out above, the work to support dark theme is going on and we will add that as soon as possible.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 7.  RE: Coming soon: Analytics Dashboards with enhanced UI and sharing options

    Posted 01-16-2024 14:57

    Thank you for clarifying.



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------



  • 8.  RE: Coming soon: Analytics Dashboards with enhanced UI and sharing options

    NEW MEMBER
    Posted 02-22-2024 10:58

    Hi, Nikhil! 
    Looking forward for the changes mentioned above. 
    Do I understand correctly that the dashboards repository continues to be non-division aware and the only way to add agents to widgets is still picking them one by one?



    ------------------------------
    Ekaterina Kononova
    IKEA IT AB
    ------------------------------



  • 9.  RE: Coming soon: Analytics Dashboards with enhanced UI and sharing options

    GENESYS
    Posted 02-22-2024 11:31

    Hi @Ekaterina Kononova, to make sure I understand your question correctly, are you referring to the ability to select the agents to be added to the dashboard using "division" as a filter? If so, that will not be part of this release and we are evaluating that idea (along with the similar idea around being able to select and add agents using "Reports to" filter). As part of the evaluation there are two scenarios, we need to consider -

    • select a list of agents using division or "reports to" filter and this list then will be the static list of agents for whom the metrics will be shown on the dashboard.
    • show the list of agents based on the selected division and this list is expected to be dynamic due to division membership changes. This is a challenging scenario to address, given the limits we have in place for the maximum number of agents per widget.

    We are evaluating the use cases for both the scenarios and if you have any feedback on these, that would be very valuable to us in this effort. For tracking, here are the relevant ideas  https://genesyscloud.ideas.aha.io/ideas/ANLS-I-120, https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1570

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



  • 10.  RE: Coming soon: Analytics Dashboards with enhanced UI and sharing options

    Top 25 Contributor
    Posted 03-08-2024 03:53

    I see that you've added a filter in status now, but will this allow me to create additional widget for agent status?
    like for example I want to have a widget for agents whose status are on-queue and a separate widget for agents who are off-queue.
    because for other metrics you can add 2 or more widget but for agent status only 1 widget within the dashboard.



    ------------------------------
    Ernest John Nuque
    ------------------------------



  • 11.  RE: Coming soon: Analytics Dashboards with enhanced UI and sharing options

    GENESYS
    Posted 03-11-2024 10:15

    Hi @Ernest John Nuque - The status filtering capability will not be part of this release's scope. Status-based filtering is part of the roadmap (https://genesyscloud.ideas.aha.io/ideas/ANLS-I-281) and we approached the designs with some these future requirements taken into consideration. Sorry for the confusion, I accidentally included the future screenshot in this post. I will provide an updated screenshot. 

    To your question, you will be able to add only one agent status widget per dashboard as it is in the current functionality. We do have an idea logged for this - https://genesyscloud.ideas.aha.io/ideas/ANLS-I-121. 

    I understand how this would be beneficial if you have status-based filtering and I'll add your inputs to this idea.  If there is any more feedback that you think would be relevant to this capability, please add to the idea and also add your vote to the idea.

    Thanks,



    ------------------------------
    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
    ------------------------------



Need Help finding something?

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