Genesys Cloud - Main

Hi all!

I'm happy to share some updates coming your way to enhance your experience with the Contact Management UI for External Contacts and Organizations. If you are a user of External Contacts / Single Customer View or interested in this area, stay tuned! Please see the attached PowerPoint for more details.

Juleanne,

Thank you for the announcement well ahead of the change and for the Before and After shots.  This REALLY helps.  We also really appreciate the 90 day window with the toggle - great to have these days like with the Architect.  Well planned release and great communication.  Kudos to you and your team. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Thank you so much Robert for the feedback and kind words! I passed this along to the team and it really brightened our week. We look forward to your feedback on the refresh when it goes live - I will continue to keep this thread updated!

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Julianne Chaloux
Genesys - Employees
Principal Product Manager
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Original Message:
Sent: 10-06-2023 22:32
From: Robert Wakefield-Carl
Subject: Coming soon: Refresh of Contact Management UI

Juleanne,

Thank you for the announcement well ahead of the change and for the Before and After shots.  This REALLY helps.  We also really appreciate the 90 day window with the toggle - great to have these days like with the Architect.  Well planned release and great communication.  Kudos to you and your team. 

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Just a quick status update. The go-live date for this change (with the toggle!) is currently 29 November - after the busy post-Thanksgiving period. Please reach out to me with questions any time. I'll continue to provide updates here!

------------------------------
Julianne Chaloux
Genesys - Employees
Principal Product Manager
------------------------------

Hi all! We are confirmed for our 29 November release. We will roll out to Genesys Cloud regions in batches on 29 November, 30 November, and 4 December. I'll make a note here after each set of regions goes live. Please reach out any time with questions.

------------------------------
Julianne Chaloux
Genesys - Employees
Principal Product Manager
------------------------------

Original Message:
Sent: 11-06-2023 04:16
From: Julianne Chaloux
Subject: Coming soon: Refresh of Contact Management UI

Just a quick status update. The go-live date for this change (with the toggle!) is currently 29 November - after the busy post-Thanksgiving period. Please reach out to me with questions any time. I'll continue to provide updates here!

------------------------------
Julianne Chaloux
Genesys - Employees
Principal Product Manager
------------------------------

This hasn't hit our org yet, but looking at the before/after, I have to ask if this can be retouched to waste less vertical space.  It looks like the amount of vertical space being consumed by the heading and controls easily doubled with this refresh, which takes away from table content visibility.  This waste could be drastically reduced by moving the add and search functions back to the previous location.

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Paul McGurn
Manager, Telecom & DevOps
GoTo
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Thanks Paul for proactively sharing this feedback. I have shared this with our development and design teams. I look forward to hearing further feedback from you when the experience goes live in your region.

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Julianne Chaloux
Genesys - Employees
Principal Product Manager
------------------------------

Original Message:
Sent: 11-29-2023 09:56
From: Paul McGurn
Subject: Coming soon: Refresh of Contact Management UI

This hasn't hit our org yet, but looking at the before/after, I have to ask if this can be retouched to waste less vertical space.  It looks like the amount of vertical space being consumed by the heading and controls easily doubled with this refresh, which takes away from table content visibility.  This waste could be drastically reduced by moving the add and search functions back to the previous location.

------------------------------
Paul McGurn
Manager, Telecom & DevOps
GoTo
------------------------------

Rollout of this change is complete in all regions. Please contact me any time at julianne.chaloux@genesys.com with questions or feedback.

------------------------------
Julianne Chaloux
Genesys - Employees
Principal Product Manager
------------------------------

Hi Julianne,

Just some feedback on the new UI:

1. What is the 'X' button in the top right meant to do as it doesn't seem to do anything (I assumed it would close the contact record and go back to the Contacts/Org search).

2. The example default/prompt text in the fields has too much colour or prominence - and is easily confused as an actual data entered.

For example - if we actually have a contact called 'John Smith' - the default/prompt text looks too much like the value has been entered and then doesn't make sense as to why the field is having an error when it visually looks like the value has been entered.

We've already had a few staff contact us saying they can't get rid of 'James' as the middle name - just because it doesn't look like an example and actually looks like a value entered.


Also the same with the phone numbers, addresses, etc - whilst the default/prompt text may be useful in describing what should be in the field - it is too prominent and easily confused as data entered. 

I would prefer these fields to either just say the field name or just be empty and have the example/format in a question mark next to the field name (e.g. like in some of the Queue configuration fields)

3. I also agree with @Paul McGurn about the vertical space - especially in the Contact Summary on the left. Seems like there could be a little less white space between the heading and text (like how it was in the original experience).

Otherwise I'm very glad this rollout has given the opportunity to toggle between the original and new experience, I'd love to see this ongoing in other releases on the platform as well to make these transitions a little easier.

Cheers,

------------------------------
Jeff
------------------------------

Original Message:
Sent: 12-06-2023 06:19
From: Julianne Chaloux
Subject: Coming soon: Refresh of Contact Management UI

Rollout of this change is complete in all regions. Please contact me any time at julianne.chaloux@genesys.com with questions or feedback.

------------------------------
Julianne Chaloux
Genesys - Employees
Principal Product Manager
------------------------------

Thanks Jeff for the extremely valuable feedback!

1. Change is pending to remove this redundant "X". The intended functionality was to allow for the External Contacts panel to be closed when it is viewed at half-width during an interaction, for consistency with the old UI. However, there is already a button which does this within the interactions panel. Thanks again for flagging.
2. I have raised the placeholder issue with our user experience and design teams. We are evaluating options and will come back with an update soon. In the interim, we have a change pending to improve the contrast - but I understand that this does not resolve the pain point that you have raised.
3. Our design team is actively reviewing our options here; I will come back with an update soon.

Thanks again and please don't hesitate to raise any other items - I appreciate it!

------------------------------
Julianne Chaloux
Genesys - Employees
Principal Product Manager
------------------------------

Original Message:
Sent: 12-17-2023 20:48
From: Jeff Hoogkamer
Subject: Coming soon: Refresh of Contact Management UI

Hi Julianne,

Just some feedback on the new UI:

1. What is the 'X' button in the top right meant to do as it doesn't seem to do anything (I assumed it would close the contact record and go back to the Contacts/Org search).

2. The example default/prompt text in the fields has too much colour or prominence - and is easily confused as an actual data entered.

For example - if we actually have a contact called 'John Smith' - the default/prompt text looks too much like the value has been entered and then doesn't make sense as to why the field is having an error when it visually looks like the value has been entered.

We've already had a few staff contact us saying they can't get rid of 'James' as the middle name - just because it doesn't look like an example and actually looks like a value entered.


Also the same with the phone numbers, addresses, etc - whilst the default/prompt text may be useful in describing what should be in the field - it is too prominent and easily confused as data entered. 

I would prefer these fields to either just say the field name or just be empty and have the example/format in a question mark next to the field name (e.g. like in some of the Queue configuration fields)

3. I also agree with @Paul McGurn about the vertical space - especially in the Contact Summary on the left. Seems like there could be a little less white space between the heading and text (like how it was in the original experience).

Otherwise I'm very glad this rollout has given the opportunity to toggle between the original and new experience, I'd love to see this ongoing in other releases on the platform as well to make these transitions a little easier.

Cheers,

------------------------------
Jeff
------------------------------


Original Message:
Sent: 12-06-2023 06:19
From: Julianne Chaloux
Subject: Coming soon: Refresh of Contact Management UI

Rollout of this change is complete in all regions. Please contact me any time at julianne.chaloux@genesys.com with questions or feedback.

------------------------------
Julianne Chaloux
Genesys - Employees
Principal Product Manager

The "X" is now gone. :) As noted, I will provide updates on the plans for points two and three after the holidays. Design and UX are actively evaluating options. 

------------------------------
Julianne Chaloux
Genesys - Employees
Principal Product Manager
------------------------------

Original Message:
Sent: 12-18-2023 09:21
From: Julianne Chaloux
Subject: Coming soon: Refresh of Contact Management UI

Thanks Jeff for the extremely valuable feedback!

1. Change is pending to remove this redundant "X". The intended functionality was to allow for the External Contacts panel to be closed when it is viewed at half-width during an interaction, for consistency with the old UI. However, there is already a button which does this within the interactions panel. Thanks again for flagging.
2. I have raised the placeholder issue with our user experience and design teams. We are evaluating options and will come back with an update soon. In the interim, we have a change pending to improve the contrast - but I understand that this does not resolve the pain point that you have raised.
3. Our design team is actively reviewing our options here; I will come back with an update soon.

Thanks again and please don't hesitate to raise any other items - I appreciate it!

------------------------------
Julianne Chaloux
Genesys - Employees
Principal Product Manager
------------------------------


Original Message:
Sent: 12-17-2023 20:48
From: Jeff Hoogkamer
Subject: Coming soon: Refresh of Contact Management UI

Hi Julianne,

Just some feedback on the new UI:

1. What is the 'X' button in the top right meant to do as it doesn't seem to do anything (I assumed it would close the contact record and go back to the Contacts/Org search).

2. The example default/prompt text in the fields has too much colour or prominence - and is easily confused as an actual data entered.

For example - if we actually have a contact called 'John Smith' - the default/prompt text looks too much like the value has been entered and then doesn't make sense as to why the field is having an error when it visually looks like the value has been entered.

We've already had a few staff contact us saying they can't get rid of 'James' as the middle name - just because it doesn't look like an example and actually looks like a value entered.


Also the same with the phone numbers, addresses, etc - whilst the default/prompt text may be useful in describing what should be in the field - it is too prominent and easily confused as data entered. 

I would prefer these fields to either just say the field name or just be empty and have the example/format in a question mark next to the field name (e.g. like in some of the Queue configuration fields)

3. I also agree with @Paul McGurn about the vertical space - especially in the Contact Summary on the left. Seems like there could be a little less white space between the heading and text (like how it was in the original experience).

Otherwise I'm very glad this rollout has given the opportunity to toggle between the original and new experience, I'd love to see this ongoing in other releases on the platform as well to make these transitions a little easier.

Cheers,

------------------------------
Jeff


Original Message:
Sent: 12-06-2023 06:19
From: Julianne Chaloux
Subject: Coming soon: Refresh of Contact Management UI

Rollout of this change is complete in all regions. Please contact me any time at julianne.chaloux@genesys.com with questions or feedback.

------------------------------
Julianne Chaloux
Genesys - Employees
Principal Product Manager

Hi everyone! 

In line with our 90 day notice period, we will deprecate the old view for groups of regions on March 4, 5, and 6. I will post daily progress updates with a list of regions. And please feel free to reach out to me any time with questions - my email address is julianne.chaloux@genesys.com. 

I appreciate the thoughtful feedback received during this period - both on the refreshed Contact Management UI and also the rollout communications.

 I want to touch upon each item covered in this thread.

1. Use of vertical space. Our UX and Design System teams have reviewed this. They have confirmed that the old and new views are showing the same amount of content, aligned with the current design system standards, and that we are not currently missing a way to squeeze out some extra vertical space. However, if you have more feedback on this item - please reach out to me directly and I will continue to discuss with the relevant teams.

2. The mystery "x" is long gone!

3. Our design system team has updated the common components to make placeholder text more distinct. Please reach out to me any time with more feedback and I'll make sure it is routed appropriately. :) 

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Julianne Chaloux
Genesys - Employees
Principal Product Manager
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