We appreciate your insights! Moving forward, we can do better in communicating URL changes in our documentation.
Original Message:
Sent: 06-23-2023 03:59
From: Dewald Smit
Subject: Gensys Cloud historical-adherence URL and UI change
Thank you Kylee.
Could I make a suggestion regarding the "Features-coming-soon" (https://help.mypurecloud.com/features-coming-soon/), could the threads where the changes are discussed be added to the "Features-coming-soon" releases?
Usually, more links are added to the Wednesday GA release notes, but this does not help with future awareness and planning.
Yes, the detailed info is being shared in the WEM community, but the "Coming release and Future releases" is the single point of change communication that you as Genesys are/were pushing to improve the change communication and we utilize these "release notes" weekly to determine the possible impact on customers.
Adding the community thread links would help everyone to get to the detailed info quicker and then the normal "polished" resource links can replace those on the GA release notes.
For clarity, this is what we worked with and the wording did not indicate the impact to us:
"3.1.1
Historical adherence and shrinkage view updates for teams
Administrators and contact center supervisors can now enable team reporting in the workforce management historical adherence view and the historical shrinkage view. This feature enables supervisors to filter agents in a team and efficiently view data over time, and provides consistency with other workforce management reports and functionality. Additional updates to the historical adherence view and the historical shrinkage view include changes to the adherence over time charts to make it easier to view at a glance. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX."
Thank you for your assistance and we will join the WEM community for change details.
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Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
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Original Message:
Sent: 06-22-2023 11:26
From: Kylee Kasper
Subject: Gensys Cloud historical-adherence URL and UI change
Hi Dewald,
Thank you for bringing up your concerns regarding the changes to the Historical Adherence URL and UI in Genesys Community. We did communicate these changes in the WEM Community, as the Historical Adherence screen falls under workforce management. You can view this post here, https://community.genesys.com/discussion/historical-performance-team-reporting#bm799733ef-2c75-467d-a5f1-da365d33e352.
Also, this change was made on May 10th, and the release notes for this feature were posted then. See, https://help.mypurecloud.com/releasenote/may-10-2023/.
To stay up to date with WEM specific feature announcements, you can join the Workforce Engagement Management Community, and register for our "What's Next" webinar series. These webinars are held monthly to go over the WEM roadmap. You can watch the April recording where we discussed the updates to Historical Adherence here, Workforce Engagement Management
As a best practice, may I recommend using our public API's instead of pulling from the UI for data. In the future we will make sure to include URL changes in our announcements.
We do have a page where you can find all upcoming features/ updates across the platform, Features coming soon - Genesys Cloud Resource Center.
.
Thank you,
Kylee
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Kylee Kasper, Product Manager
Genesys - Employees