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EUC1 and EUW1 and EUW2 Region Single Customer View Roll Out - Mon 26th Sept

  • 1.  EUC1 and EUW1 and EUW2 Region Single Customer View Roll Out - Mon 26th Sept

    GENESYS
    Posted 09-26-2022 12:23
      |   view attached

    The following regions will be enabled for our new feature; Single Customer View this evening at the following times:

    Mon 26th Sept EUW2 (London) at 19:00 UTC+1

    Mon 26th Sept EUC1 (Frankfurt) at 20:00 UTC+1

    Mon 26th Sept EUW1 (Ireland) at 21:00 UTC+1

    The agent desktop changes are on profile tab only. The biggest change is auto search of contacts. Agents will now need to search for a contact manually on the profile tab. Please see the deck attached to see the changes. Documentation is available here Single customer view overview - Genesys Cloud Resource Center

    Genesys Cloud Resource Center remove preview
    Single customer view overview - Genesys Cloud Resource Center
    Prerequisites The following permissions: To associate contact to an interaction: Externalcontacts > Conversation > Associate Single customer view is a capability enhancement in External Contacts. It allows different identifiers, such as email address, phone number, web ID, to be associated under the one contact record and links conversations across channels in Genesys Cloud.
    View this on Genesys Cloud Resource Center >

     


    #Omni-ChannelDesktop/UserInterface

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    Aoife Kelly
    Genesys - Employees
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