A place to ask questions, connect with others, and stay in the know
As part of our commitment to providing advanced notice for user interface changes, I want to share planned improvement which some users may experience depending on certain scenario.
When initiating outbound ACD interaction, users have the option to set preference to pre-populate last used queue by default.
Occasionally when the default is set, user initiating Communicate call results in seeing it in ACD Interactions UI. This is not the expected behavior if users are seeing this today. We will be issuing an improvement next week that will ensure Communicate calls stay in the same UI.
We hope this information helps you prepare for the change and reduces disruption when change is implemented.
#Omni-ChannelDesktop/UserInterface------------------------------Rick PhungGenesys - Employees------------------------------
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.