Hey Amanda,
I want to let you and everyone who has written in with similar questions know that I hear your frustration and will work with our PM and communications teams to see how this process can be improved, especially as it pertains to your community experience.
I really like your idea of defining and decluttering clear channels of communication for announcements like this to cut through the noise of the community. That is something I can definitely help with and something I think we've already taken a step towards (more on that below). That being said, I cannot talk about a future state right now and I will never promise something that I cannot deliver, but I can talk about our current state and let everyone know how they can maximize their use of this channel/site.
For this release, the community and collaborators worked to get the word out in the following ways (this are in chronological order):
- We released a Q&A Episode dedicated to this topic in February,
- A pinned discussion post (the one we are chatting in right now),
- Two events were listed in the events tab to announce the Ask Me Anything (AMA) schedules dedicated to this event (the first was yesterday, the second is next week), and
- As long as your Notifications are turned on, items 1-4 should have shown up in email digests as well as on the community pages.
- Please, make sure your notifications are turned on and check them out (it typically takes me 30 seconds to read the daily digests). Additionally
- I also mentioned the AMA events and this feature release in the Community Email that went to everyone's inboxes last week.
- Please, make sure your profile is signed up for "Community Emails".
- If you ever see a post that interests you and you want to stay updated on replies that come in, click the follow star in the upper right of the discussion post (near the header). Notifications will be sent directly to your inbox.
There is one new addition to the community that I hope can help with situations like this and that is the
Genesys Cloud - Beta HQ community. In time, this will be an invaluable resource for learning about Beta opportunities, following their progress, and staying up to date with launch announcements. The community launched last week! So please join when you get a moment if you haven't already.
Just as a reminder, there is a
2nd AMA coming up dedicated to the Analytics Workspace next week on March 29th. I hope you can join or submit your questions ahead of time!
Always feel free to stay in touch with me and let me know if I can help with anything. As we make progress on this request, I'll update the community in posts and on the
Q&A Show.
Cheers, and thanks for your feedback!
Matt
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Matt Lawson
Genesys - Employees
Online Community Manager
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Original Message:
Sent: 03-23-2022 12:30
From: Amanda Logue
Subject: Coming Soon: New Analytics Workspace
Hi,
My manager came across this update Friday when he happen to go into the community, had he not done that we would've been even more blindsided and ill prepared for this release. Our department needs time to test, build communication/training material, distribute it to our company, and prepare for questions and calls. There's the ideas board, the community, and our internal rep with Genesys, but none can provide us with fair amount of time to prepare for releases. I really don't know where to go to talk about getting information and access sooner than the day of or a couple days prior. The video that was posted was more so marketing and advertising for the feature, but what about communication material for the Genesys Admin owners at companies that are responsible for Genesys within companies? The last minute communications, or sometimes none at all unless we stumble upon it in these saturated threats that are spread out across channels are not helpful. Our Genesys admin team treats our users like our own internal customers, and it creates a poor experience and negative taste for the system and our department when we can't better prepare our lines of business's about changes. We are looking for dates, availability to test in dev or beta, and a fair amount of advanced notice to do our job. Discussion threats and ideas are so over saturated and allows us to choose whatever verbiage we want, so if we aren't using the same vocabulary when we search an idea before creating one, or looking for a discussion threat, then it falls through the cracks. Does anyone have any suggestion on where I go to get to the root of this reoccurring issue?
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Amanda Logue
Independent Health Association, Inc.
Original Message:
Sent: 03-18-2022 12:09
From: Jacqueline Minkler
Subject: Coming Soon: New Analytics Workspace
On March 23, the new Analytics Workspace will go live in the Performance menu in Genesys Cloud. Users can build and save custom views, and toggle between tabs, saving time and effort. Please watch our demo for a preview of the changes. If you have any questions, we will host two live Genesys Community AMA ("Ask Me Anything") events: before the release on March 22nd, 12 - 2pm EST, and after the release on March 29nd, 12 - 2pm EST.
#Roadmap/NewFeatures
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Jacqueline Minkler
Genesys - Employees
Staff Product Manager, Reporting & Visualizations
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