Genesys Cloud CX

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  • 1.  Coming Soon: New User Activity Indicators

    GENESYS
    Posted 05-20-2022 13:51
    Edited by trey buck 05-20-2022 13:51

    Hi Genesys Community! 

    As part of our goal to make user activity and availability within the platform, we're working on updates to the Activity Indicators within Genesys Cloud. Activity Indicators are the user interface elements that represent interactions users are currently working on.  

    Today, indicators are only available for calls and are shown differently based on the type of call (ACD vs non-ACD): 

    ACD voice: #/count and phone icon



    Non-ACD voice: no # or count and 'call' wording 

     

    The two call indicators do not combine or 'stack' with each another nor display other interaction types users may be handling. 

    Updates to the Activity Indicators will (1) bring consistency to how voice interactions are displayed by combining ACD and non-ACD call counts and using the same icon for both types of calls, and (2) adding counts + icons for digital interaction types (messaging and email). An early screenshot of the new Activity Indicators: 

    We are looking forward to your feedback on this new approach! 


    #Omni-ChannelDesktop/UserInterface
    #Roadmap/NewFeatures
    #SystemAdministration

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------



  • 2.  RE: Coming Soon: New User Activity Indicators

    Posted 05-22-2022 10:45
    As we continually push our customers for omnichannel routing in Genesys instead of other applications, slight changes like this help to create a cohesive UI across all channels and makes the proposition of consolidation of applications more palatable.  I applaud the effort and think this approach is very understandable and usable.  Now if we only had similar tools in Architect to give us the same information so easily.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Coming Soon: New User Activity Indicators

    GENESYS
    Posted 05-24-2022 14:33
    Thank you for the kind words, @Robert Wakefield-Carl!  Let me know if you want to beta the feature :)​

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------



  • 4.  RE: Coming Soon: New User Activity Indicators

    Posted 05-24-2022 23:05
    Bring it on!

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Coming Soon: New User Activity Indicators

    Posted 05-23-2022 10:13
    This is great Trey. If the user is not active have the other channels, will it be 0 or remove that icon altogether? We currently are not using message/emails so don't want it to look too busy/noise if it's not in used.

    ------------------------------
    Ly Lim
    Cardinal Health 5, LLC
    ------------------------------



  • 6.  RE: Coming Soon: New User Activity Indicators

    GENESYS
    Posted 05-24-2022 14:35
    Thanks for the feedback, @LY LIM!  The icons and counts will only be visible if there are active interactions for that type.  So only a single call without any active email or messages would be "1 [phone icon]" and no other icons.  ​

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------



  • 7.  RE: Coming Soon: New User Activity Indicators

    Posted 05-25-2022 01:39

    Hi Trey,

    I like this new approach !
    When will it be available ?



    ------------------------------
    Jean-Christophe Pondi
    BNP PARIBAS PERSONAL FINANCE SA
    ------------------------------



  • 8.  RE: Coming Soon: New User Activity Indicators

    GENESYS
    Posted 05-25-2022 13:17
    @Jean-Christophe Pondi we are hoping to deliver in early Q3 if all goes well!​

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------