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  • 1.  Inbound Interaction - Default "tab"

    Posted 08-07-2020 17:14
    No replies, thread closed.
    Ahoy All!

    I bet there is a better term for the area than "tab" but:
    Interaction Tabs

    I am looking for a way to change which "Interaction Tab" is displayed by default. Either by user or administratively, either works for me.

    My scenario is that inbound chat interactions load the "Profile" tab by default. I have to click on the "Scripts" tab each and every interaction.

    Somebody save me some wear and tear on my mouse and point me in the right direction please.

    Thank you!
    #Omni-ChannelDesktop/UserInterface
    #Roadmap/NewFeatures

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    Brenton Hale
    Webpass Inc
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  • 2.  RE: Inbound Interaction - Default "tab"

    Posted 08-07-2020 18:40
    No replies, thread closed.
    Let everyone know if you find a way.  I usually just remove the ability to verify external contacts from the users and that goes away so it will default to the script.  Seems like a bug that scripts don't pop first.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Inbound Interaction - Default "tab"

    Posted 11-09-2021 18:42
    No replies, thread closed.
    I follwed the link to https://genesyscloud.ideas.aha.io/ideas/CLINB-I-736 but it's dead.

    removing the ability to verify external contacts - through roles and permissions?
    Our agents are processing some email interactions incorrectly because they can't immediately see which emails have a CC included. These need different processing. I've got a script that will show a big red reminder when the email has a CC. But, it's the profile tab that gets displayed when the email pops. Agents WILL forget to click on the script tab, so that's why we want it to display first.

    Thanks!

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    Frank Gibson
    Probe Contact Solutions Australia P/L
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    Original Message


  • 4.  RE: Inbound Interaction - Default "tab"

    Posted 09-04-2022 21:22
    No replies, thread closed.
    Hi @Robert Wakefield-Carl does this workaround of yours still work and should it work for email interactions as well?  I've tried removing the associate permission but the profile tab still shows and opens as default.​

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    Vaun Mccarthy
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    Original Message


  • 5.  RE: Inbound Interaction - Default "tab"

    Posted 08-10-2020 07:20
    No replies, thread closed.

    Hi Brenton -- We are currently working on this feature to allow configuration options on what panels display for the agent based on the interaction type.  You can follow this idea for updates: https://genesyscloud.ideas.aha.io/ideas/CLINB-I-736



    ------------------------------
    Katie Ritz
    Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Inbound Interaction - Default "tab"

    Posted 08-10-2020 13:43
    No replies, thread closed.
    Hi Robert - Thank you for the work around!!

    Hi Katie - Thank you for the link, I upvoted that idea as well as opted into the beta test!

    Thanks again all!

    ------------------------------
    Brenton Hale
    Webpass Inc
    ------------------------------

    Original Message


  • 7.  RE: Inbound Interaction - Default "tab"

    Posted 11-10-2021 08:52
    No replies, thread closed.
    Hi @Katie Ritz , The link is broken with the recent change in the idea portal. Do you have the updated link?

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    Vincent Sabolboro
    ATB Financial
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    Original Message


  • 8.  RE: Inbound Interaction - Default "tab"

    Posted 11-10-2021 09:09
    No replies, thread closed.
    Yes, sorry about the broken link.  With the upgraded ideas portal the links had to change.  Here is the new link to that idea: https://genesyscloud.ideas.aha.io/ideas/DIG-I-488

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    Katie Ritz
    Sr. Product Manager
    Genesys - Employees
    ------------------------------

    Original Message


  • 9.  RE: Inbound Interaction - Default "tab"

    Posted 11-10-2021 10:10
    No replies, thread closed.
    Thank you Katie

    ------------------------------
    Vincent Sabolboro
    ATB Financial
    ------------------------------

    Original Message


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