Genesys Cloud CX

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  • 1.  Evolving our process

    Posted 02-01-2023 10:46
    Edited by Mari Yamaguchi 02-03-2023 16:23
    Valued Genesys Cloud customers and partners,

    We recently investigated and fixed a bug impacting over 100 customers where a ringtone was mistakenly placed prior to agent whisper and continued to ring throughout the conversation. The fix for this bug impacted many of you who had come to rely on its emergent behavior as part of a configured process. The product fix required a user experience change to fully resolve. This should have been communicated and Genesys is taking further internal steps to identify customer impacting issues to ensure better impact analysis and notifications.

    We sincerely apologize for any confusion and disruption this may have caused in how you conduct business. We have updated our release management process to include bug fixes to prevent these types of potentially disruptive changes without proper notification and preparedness.

    Additional details:

    Future state Ideas:

    Again, apologies for any inconvenience you may have experienced and thank you for your feedback and your business.

    Sr Manager, Cloud Product Communications
    Product Strategy & Operations


    Mari Yamaguchi
    Genesys - Employees

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