Genesys Cloud - Main

There are some big releases coming in 2024. How do you all manage them? How do you know if that feature will be enabled by default or it is something to enable (Email threading is an example from last year)

Email UI this year... How impacting will that be and when do we getr to see it so we can update our training material?

thanks

A couple of thoughts:

This is a great reason to have a secondary or 'dev' org that you use for two purposes related to this topic: testing org-wide features before changing them in your production org, such as the all-media-types ACW from a few months ago, and signing the dev org up for beta programs tied to new features that you are concerned will impact your org. This will give you and the team a chance to see the new UI, admin options, behavior or whatever else before the release so that you can prepare training materials or change management as needed. Generally speaking, most releases - even big ones - do not have an immediate release-day impact that agents have to be concerned about.

The other component is to stay abreast of this forum where changes to the UI or agent behavior are often announced well in advance with supporting documentation, as well as the 'coming' soon release notes which will give you a preview of next week's changes. The 'coming soon' release notes are usually updated around lunch time on Thursday.

This is a recent and great example of something that is about to change that will impact some users and they get no choice in the matter, but Genesys is giving us ample warning, examples, and offering up a beta:

https://community.genesys.com/discussion/coming-soon-analytics-dashboards-with-enhanced-ui-and-sharing-options?ReturnUrl=%2fbrowse%2fallrecentposts

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Brad Murlin
Zillow, Inc.
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As other have said, this forum is a good place to keep on top of things, especially the beta forum so you can sign up to items in a dev environment and get hands on with some changes ahead of release.

This page also lists user interface and experience changes planned

https://help.mypurecloud.com/release-notes-home/user-interface-and-user-experience-announcements/

So worth checking there from time to time.

And although it is a massive list, in Ideas click the roadmap tab and take a look over what is coming up this and next quarter, and then if you are concerned about any of them being activated by default ask on the idea linked to it or on the beta forum page if there is one, or even here, or talk to your customer success manager and get them to investigate internally.

You can usually tell, if it is a new feature it is generally permission based, if it is a change to existing feature or UI/UX then likely it is applied by default, but if in doubt ask.