Genesys Cloud - UI New Features

Hi there,

Will there be a video demo I can share with my agents that includes what ACD interactions will look like/their buttons during the interactions/screens? 

My team has at most 6 people who handle email interactions (low volume) and the remaining 90+ are ACD interactions. 

Most of the videos shared that shows the new layout - its primary focus is digital interactions with limited focus on voice interactions. 

I searched through another forum and was able to find a screenshot someone posted of their phone interaction, but an agent only video that touches base on:

• ACD interactions (queued calls)
• making outbound calls on behalf of a queue
• internal calls (agent to agent)
• Agent Workspace in general

would really help explain & prepare my Agents. 

This would allow my WFM team to schedule time for my agents to review the new material before deployment vs after deployment.

I appreciate any insight!

You have to remember that the new UI does not change any underlying functionality, so once they are in the Agent Workspace, it acts and looks just like the old Interactions workspace.  The only difference is that it opens on the right-hand side, not left-hand side.  We are creating a number of documents for our clients that explains the differences with screenshots for agents, supervisors, administrators and the like.  We are also providing our clients with by-weekly webinars/Q&A sessions to help them in the transition.  Would be happy to get you in touch with one of our success managers.  

Hi there,

Will there be a video demo I can share with my agents that includes what ACD interactions will look like/their buttons during the interactions/screens? 

My team has at most 6 people who handle email interactions (low volume) and the remaining 90+ are ACD interactions. 

Most of the videos shared that shows the new layout - its primary focus is digital interactions with limited focus on voice interactions. 

I searched through another forum and was able to find a screenshot someone posted of their phone interaction, but an agent only video that touches base on:

• ACD interactions (queued calls)
• making outbound calls on behalf of a queue
• internal calls (agent to agent)
• Agent Workspace in general

would really help explain & prepare my Agents. 

This would allow my WFM team to schedule time for my agents to review the new material before deployment vs after deployment.

I appreciate any insight!

Are there links you could provide for the biweekly webinars/Q&A sessions?

You have to remember that the new UI does not change any underlying functionality, so once they are in the Agent Workspace, it acts and looks just like the old Interactions workspace.  The only difference is that it opens on the right-hand side, not left-hand side.  We are creating a number of documents for our clients that explains the differences with screenshots for agents, supervisors, administrators and the like.  We are also providing our clients with by-weekly webinars/Q&A sessions to help them in the transition.  Would be happy to get you in touch with one of our success managers.  

Hi there,

Will there be a video demo I can share with my agents that includes what ACD interactions will look like/their buttons during the interactions/screens? 

My team has at most 6 people who handle email interactions (low volume) and the remaining 90+ are ACD interactions. 

Most of the videos shared that shows the new layout - its primary focus is digital interactions with limited focus on voice interactions. 

I searched through another forum and was able to find a screenshot someone posted of their phone interaction, but an agent only video that touches base on:

• ACD interactions (queued calls)
• making outbound calls on behalf of a queue
• internal calls (agent to agent)
• Agent Workspace in general

would really help explain & prepare my Agents. 

This would allow my WFM team to schedule time for my agents to review the new material before deployment vs after deployment.

I appreciate any insight!