We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

------------------------------
Linda Decker
New York University

Original Message:
Sent: 12-23-2024 14:13
From: Sarah Blizzard
Subject: Multi Contextual Panel- Call Controls

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

------------------------------
Sarah Blizzard
x
------------------------------

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to You're Dreadful !!! our user sooner rather than later so they can become more familiar with the update views

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Thanks @Nicholas Robinson 

I think the main thing here is the new UI is making a previous technical issue more prominent than it was before, I will leave it with the UI guru's to figure how to resolve that if they can from a UI perspective, but might just be easier to fix the technical limitation?

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to You're Dreadful !!! our user sooner rather than later so they can become more familiar with the update views

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Hi @Anton Vroon ,

Totally understand , I'm going to try to see if I can get this addressed before full time release

Thanks @Nicholas Robinson 

I think the main thing here is the new UI is making a previous technical issue more prominent than it was before, I will leave it with the UI guru's to figure how to resolve that if they can from a UI perspective, but might just be easier to fix the technical limitation?

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to You're Dreadful !!! our user sooner rather than later so they can become more familiar with the update views

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Hi All

We have also rolled this out and when calls are received through the 'Interaction' tab, agents aren't able to have visibility of their dashboards to keep an eye on call queues. Is this something that will be looked at before the release? A lot of our agents don't want to use it due to this.

Thanks

Shauna

Hi @Anton Vroon ,

Totally understand , I'm going to try to see if I can get this addressed before full time release

Thanks @Nicholas Robinson 

I think the main thing here is the new UI is making a previous technical issue more prominent than it was before, I will leave it with the UI guru's to figure how to resolve that if they can from a UI perspective, but might just be easier to fix the technical limitation?

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to You're Dreadful !!! our user sooner rather than later so they can become more familiar with the update views

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Thank you for sharing this feedback; we understand how important it is for agents to have visibility into dashboards, especially for keeping an eye on queues. 

The current dashboard capability will not be available in its existing form. However, we are planning to reintroduce this functionality in two ways in the future targeting the second half of this year..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.

• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow.

We appreciate your patience and understanding as we work towards delivering these solution that better supports your team's needs. Your input is invaluable, and we're committed to ensuring this aligns with the way agents work. Please don't hesitate to share any additional feedback as we refine these updates.

Hi All

We have also rolled this out and when calls are received through the 'Interaction' tab, agents aren't able to have visibility of their dashboards to keep an eye on call queues. Is this something that will be looked at before the release? A lot of our agents don't want to use it due to this.

Thanks

Shauna

Hi @Anton Vroon ,

Totally understand , I'm going to try to see if I can get this addressed before full time release

Thanks @Nicholas Robinson 

I think the main thing here is the new UI is making a previous technical issue more prominent than it was before, I will leave it with the UI guru's to figure how to resolve that if they can from a UI perspective, but might just be easier to fix the technical limitation?

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to You're Dreadful !!! our user sooner rather than later so they can become more familiar with the update views

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Hi Nicholas

This is good to know.

Would this be implemented before the new UI is a rolled out to all?

Thanks

Shauna

Thank you for sharing this feedback; we understand how important it is for agents to have visibility into dashboards, especially for keeping an eye on queues. 

The current dashboard capability will not be available in its existing form. However, we are planning to reintroduce this functionality in two ways in the future targeting the second half of this year..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.

• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow.

We appreciate your patience and understanding as we work towards delivering these solution that better supports your team's needs. Your input is invaluable, and we're committed to ensuring this aligns with the way agents work. Please don't hesitate to share any additional feedback as we refine these updates.

Hi All

We have also rolled this out and when calls are received through the 'Interaction' tab, agents aren't able to have visibility of their dashboards to keep an eye on call queues. Is this something that will be looked at before the release? A lot of our agents don't want to use it due to this.

Thanks

Shauna

Hi @Anton Vroon ,

Totally understand , I'm going to try to see if I can get this addressed before full time release

Thanks @Nicholas Robinson 

I think the main thing here is the new UI is making a previous technical issue more prominent than it was before, I will leave it with the UI guru's to figure how to resolve that if they can from a UI perspective, but might just be easier to fix the technical limitation?

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to You're Dreadful !!! our user sooner rather than later so they can become more familiar with the update views

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Thank you for sharing this feedback; we understand how important it is for agents to have visibility into dashboards, especially for keeping an eye on queues. 

The current dashboard capability will not be available in its existing form. However, we are planning to reintroduce this functionality in two ways in the future targeting the second half of this year..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.

• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow.

We appreciate your patience and understanding as we work towards delivering these solution that better supports your team's needs. Your input is invaluable, and we're committed to ensuring this aligns with the way agents work. Please don't hesitate to share any additional feedback as we refine these updates.

Hi All

We have also rolled this out and when calls are received through the 'Interaction' tab, agents aren't able to have visibility of their dashboards to keep an eye on call queues. Is this something that will be looked at before the release? A lot of our agents don't want to use it due to this.

Thanks

Shauna

Hi @Anton Vroon ,

Totally understand , I'm going to try to see if I can get this addressed before full time release

Thanks @Nicholas Robinson 

I think the main thing here is the new UI is making a previous technical issue more prominent than it was before, I will leave it with the UI guru's to figure how to resolve that if they can from a UI perspective, but might just be easier to fix the technical limitation?

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to You're Dreadful !!! our user sooner rather than later so they can become more familiar with the update views

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

@Nicholas Robinson - Given the popularity of maintaining visibility of dashboards/performance views, would Genesys consider waiting to turn off the opt-in/out toggle until the "new panel/multiple tabs" functionality you mentioned is released down the road?

Thank you for sharing this feedback; we understand how important it is for agents to have visibility into dashboards, especially for keeping an eye on queues. 

The current dashboard capability will not be available in its existing form. However, we are planning to reintroduce this functionality in two ways in the future targeting the second half of this year..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.

• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow.

We appreciate your patience and understanding as we work towards delivering these solution that better supports your team's needs. Your input is invaluable, and we're committed to ensuring this aligns with the way agents work. Please don't hesitate to share any additional feedback as we refine these updates.

Hi All

We have also rolled this out and when calls are received through the 'Interaction' tab, agents aren't able to have visibility of their dashboards to keep an eye on call queues. Is this something that will be looked at before the release? A lot of our agents don't want to use it due to this.

Thanks

Shauna

Hi @Anton Vroon ,

Totally understand , I'm going to try to see if I can get this addressed before full time release

Thanks @Nicholas Robinson 

I think the main thing here is the new UI is making a previous technical issue more prominent than it was before, I will leave it with the UI guru's to figure how to resolve that if they can from a UI perspective, but might just be easier to fix the technical limitation?

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to You're Dreadful !!! our user sooner rather than later so they can become more familiar with the update views

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Hi @Brian Jones

We value your feedback and want to acknowledge the impact these changes can have on your day-to-day operations. 

While we're still in the planning stages for the new panel and multiple tabs, please know that the dashboards and performance views remain available.

Building Genesys Cloud is a delicate balancing act, and we will not be able to change the dates of a full go-live for all agents due to other dependencies and obligations .

We truly appreciate your patience and understanding as we continue to evolve and grow our product suite.

@Nicholas Robinson - Given the popularity of maintaining visibility of dashboards/performance views, would Genesys consider waiting to turn off the opt-in/out toggle until the "new panel/multiple tabs" functionality you mentioned is released down the road?

Thank you for sharing this feedback; we understand how important it is for agents to have visibility into dashboards, especially for keeping an eye on queues. 

The current dashboard capability will not be available in its existing form. However, we are planning to reintroduce this functionality in two ways in the future targeting the second half of this year..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.

• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow.

We appreciate your patience and understanding as we work towards delivering these solution that better supports your team's needs. Your input is invaluable, and we're committed to ensuring this aligns with the way agents work. Please don't hesitate to share any additional feedback as we refine these updates.

Hi All

We have also rolled this out and when calls are received through the 'Interaction' tab, agents aren't able to have visibility of their dashboards to keep an eye on call queues. Is this something that will be looked at before the release? A lot of our agents don't want to use it due to this.

Thanks

Shauna

Hi @Anton Vroon ,

Totally understand , I'm going to try to see if I can get this addressed before full time release

Thanks @Nicholas Robinson 

I think the main thing here is the new UI is making a previous technical issue more prominent than it was before, I will leave it with the UI guru's to figure how to resolve that if they can from a UI perspective, but might just be easier to fix the technical limitation?

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to You're Dreadful !!! our user sooner rather than later so they can become more familiar with the update views

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Hi Nicholas

Can I please check if there will be anything in place ready for the 31st for agents to see their dashboards/performance views, when the new UI is rolled out?

Thanks

Shauna

Hi @Brian Jones

We value your feedback and want to acknowledge the impact these changes can have on your day-to-day operations. 

While we're still in the planning stages for the new panel and multiple tabs, please know that the dashboards and performance views remain available.

Building Genesys Cloud is a delicate balancing act, and we will not be able to change the dates of a full go-live for all agents due to other dependencies and obligations .

We truly appreciate your patience and understanding as we continue to evolve and grow our product suite.

@Nicholas Robinson - Given the popularity of maintaining visibility of dashboards/performance views, would Genesys consider waiting to turn off the opt-in/out toggle until the "new panel/multiple tabs" functionality you mentioned is released down the road?

Thank you for sharing this feedback; we understand how important it is for agents to have visibility into dashboards, especially for keeping an eye on queues. 

The current dashboard capability will not be available in its existing form. However, we are planning to reintroduce this functionality in two ways in the future targeting the second half of this year..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.

• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow.

We appreciate your patience and understanding as we work towards delivering these solution that better supports your team's needs. Your input is invaluable, and we're committed to ensuring this aligns with the way agents work. Please don't hesitate to share any additional feedback as we refine these updates.

Hi All

We have also rolled this out and when calls are received through the 'Interaction' tab, agents aren't able to have visibility of their dashboards to keep an eye on call queues. Is this something that will be looked at before the release? A lot of our agents don't want to use it due to this.

Thanks

Shauna

Hi @Anton Vroon ,

Totally understand , I'm going to try to see if I can get this addressed before full time release

Thanks @Nicholas Robinson 

I think the main thing here is the new UI is making a previous technical issue more prominent than it was before, I will leave it with the UI guru's to figure how to resolve that if they can from a UI perspective, but might just be easier to fix the technical limitation?

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to You're Dreadful !!! our user sooner rather than later so they can become more familiar with the update views

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Hi @Shauna Gibson 

We are targeting the second half of this year for a possible beta for dashboards/performance views, which will be after multipanel full release mode by 3/31.

Your teams' patience is greatly appreciated 

Hi Nicholas

Can I please check if there will be anything in place ready for the 31st for agents to see their dashboards/performance views, when the new UI is rolled out?

Thanks

Shauna

Hi @Brian Jones

We value your feedback and want to acknowledge the impact these changes can have on your day-to-day operations. 

While we're still in the planning stages for the new panel and multiple tabs, please know that the dashboards and performance views remain available.

Building Genesys Cloud is a delicate balancing act, and we will not be able to change the dates of a full go-live for all agents due to other dependencies and obligations .

We truly appreciate your patience and understanding as we continue to evolve and grow our product suite.

@Nicholas Robinson - Given the popularity of maintaining visibility of dashboards/performance views, would Genesys consider waiting to turn off the opt-in/out toggle until the "new panel/multiple tabs" functionality you mentioned is released down the road?

Thank you for sharing this feedback; we understand how important it is for agents to have visibility into dashboards, especially for keeping an eye on queues. 

The current dashboard capability will not be available in its existing form. However, we are planning to reintroduce this functionality in two ways in the future targeting the second half of this year..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.

• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow.

We appreciate your patience and understanding as we work towards delivering these solution that better supports your team's needs. Your input is invaluable, and we're committed to ensuring this aligns with the way agents work. Please don't hesitate to share any additional feedback as we refine these updates.

Hi All

We have also rolled this out and when calls are received through the 'Interaction' tab, agents aren't able to have visibility of their dashboards to keep an eye on call queues. Is this something that will be looked at before the release? A lot of our agents don't want to use it due to this.

Thanks

Shauna

Hi @Anton Vroon ,

Totally understand , I'm going to try to see if I can get this addressed before full time release

Thanks @Nicholas Robinson 

I think the main thing here is the new UI is making a previous technical issue more prominent than it was before, I will leave it with the UI guru's to figure how to resolve that if they can from a UI perspective, but might just be easier to fix the technical limitation?

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to You're Dreadful !!! our user sooner rather than later so they can become more familiar with the update views

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Hi @Shauna Gibson 

We are targeting the second half of this year for a possible beta for dashboards/performance views, which will be after multipanel full release mode by 3/31.

Your teams' patience is greatly appreciated 

Hi Nicholas

Can I please check if there will be anything in place ready for the 31st for agents to see their dashboards/performance views, when the new UI is rolled out?

Thanks

Shauna

Hi @Brian Jones

We value your feedback and want to acknowledge the impact these changes can have on your day-to-day operations. 

While we're still in the planning stages for the new panel and multiple tabs, please know that the dashboards and performance views remain available.

Building Genesys Cloud is a delicate balancing act, and we will not be able to change the dates of a full go-live for all agents due to other dependencies and obligations .

We truly appreciate your patience and understanding as we continue to evolve and grow our product suite.

@Nicholas Robinson - Given the popularity of maintaining visibility of dashboards/performance views, would Genesys consider waiting to turn off the opt-in/out toggle until the "new panel/multiple tabs" functionality you mentioned is released down the road?

Thank you for sharing this feedback; we understand how important it is for agents to have visibility into dashboards, especially for keeping an eye on queues. 

The current dashboard capability will not be available in its existing form. However, we are planning to reintroduce this functionality in two ways in the future targeting the second half of this year..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.

• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow.

We appreciate your patience and understanding as we work towards delivering these solution that better supports your team's needs. Your input is invaluable, and we're committed to ensuring this aligns with the way agents work. Please don't hesitate to share any additional feedback as we refine these updates.

Hi All

We have also rolled this out and when calls are received through the 'Interaction' tab, agents aren't able to have visibility of their dashboards to keep an eye on call queues. Is this something that will be looked at before the release? A lot of our agents don't want to use it due to this.

Thanks

Shauna

Hi @Anton Vroon ,

Totally understand , I'm going to try to see if I can get this addressed before full time release

Thanks @Nicholas Robinson 

I think the main thing here is the new UI is making a previous technical issue more prominent than it was before, I will leave it with the UI guru's to figure how to resolve that if they can from a UI perspective, but might just be easier to fix the technical limitation?

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to You're Dreadful !!! our user sooner rather than later so they can become more familiar with the update views

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to our users sooner rather than later so they can become more familiar with the update views

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees

Original Message:
Sent: 01-02-2025 18:04
From: Linda Decker
Subject: Multi Contextual Panel- Call Controls

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

------------------------------
Linda Decker
New York University

Original Message:
Sent: 12-23-2024 14:13
From: Sarah Blizzard
Subject: Multi Contextual Panel- Call Controls

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

------------------------------
Sarah Blizzard
x
------------------------------

Hi @Nicholas Robinson, can you please send me a link to the explanation of the changes to the consult transfer process with the introduction of this new UI?
I thought I read all there was about what would happen if we opt-in and enable the new multi contextual panels, nothing said that the call controls and process would also change completely.

Kind Regards,

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to our users sooner rather than later so they can become more familiar with the update views

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees

Original Message:
Sent: 01-02-2025 18:04
From: Linda Decker
Subject: Multi Contextual Panel- Call Controls

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

------------------------------
Linda Decker
New York University

Original Message:
Sent: 12-23-2024 14:13
From: Sarah Blizzard
Subject: Multi Contextual Panel- Call Controls

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

------------------------------
Sarah Blizzard
x
------------------------------

Hi @Brett Hartley. 

We sincerely apologize if there was any disconnect in communicating these changes. We always strive to make transitions as intuitive as possible for our users. To ensure a smooth adjustment, we provided a five-month opt-in/out period-or nine months for those who participated in the Beta, which began in August-to allow ample time to familiarize yourself with the updates

Hi @Nicholas Robinson, can you please send me a link to the explanation of the changes to the consult transfer process with the introduction of this new UI?
I thought I read all there was about what would happen if we opt-in and enable the new multi contextual panels, nothing said that the call controls and process would also change completely.

Kind Regards,

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to our users sooner rather than later so they can become more familiar with the update views

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees

Original Message:
Sent: 01-02-2025 18:04
From: Linda Decker
Subject: Multi Contextual Panel- Call Controls

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

------------------------------
Linda Decker
New York University

Original Message:
Sent: 12-23-2024 14:13
From: Sarah Blizzard
Subject: Multi Contextual Panel- Call Controls

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

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Sarah Blizzard
x
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Whilst I appreciate Genesys has provided a long lead in for this UI change, there appear to be a number of outstanding issues and concerns.

Are Genesys looking at altering the 31/3 date in any way?

Hi @Brett Hartley. 

We sincerely apologize if there was any disconnect in communicating these changes. We always strive to make transitions as intuitive as possible for our users. To ensure a smooth adjustment, we provided a five-month opt-in/out period-or nine months for those who participated in the Beta, which began in August-to allow ample time to familiarize yourself with the updates

Hi @Nicholas Robinson, can you please send me a link to the explanation of the changes to the consult transfer process with the introduction of this new UI?
I thought I read all there was about what would happen if we opt-in and enable the new multi contextual panels, nothing said that the call controls and process would also change completely.

Kind Regards,

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to our users sooner rather than later so they can become more familiar with the update views

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Nicholas Robinson
Senior Product Manager
Genesys - Employees

Original Message:
Sent: 01-02-2025 18:04
From: Linda Decker
Subject: Multi Contextual Panel- Call Controls

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

------------------------------
Linda Decker
New York University

Original Message:
Sent: 12-23-2024 14:13
From: Sarah Blizzard
Subject: Multi Contextual Panel- Call Controls

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

------------------------------
Sarah Blizzard
x
------------------------------

Hi @Nicholas Robinson, can you please send me a link to the explanation of the changes to the consult transfer process with the introduction of this new UI?
I thought I read all there was about what would happen if we opt-in and enable the new multi contextual panels, nothing said that the call controls and process would also change completely.

Kind Regards,

------------------------------
Brett Hartley
Resource Advisor

Original Message:
Sent: 01-03-2025 11:49
From: Nicholas Robinson
Subject: Multi Contextual Panel- Call Controls

@Linda Decker & @Anton Vroon  @Sarah Blizzard We appreciate everyone's patience ..Correct this is more of a visual update vs. a technical behavior update  Hence why it has been so important that we have recommend that the new experience is introduce to our users sooner rather than later so they can become more familiar with the update views

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees

Original Message:
Sent: 01-02-2025 18:04
From: Linda Decker
Subject: Multi Contextual Panel- Call Controls

Hi Sarah,

I can recreate what you are describing (you are not alone!).  If agent has their client on hold and wants to consult with someone, and then maybe toggle back and forth between the two calls, without merging them together, the agent has to use the hold buttons.

If the agent clicks "Resume" instead, even though the calls still appear to be separate, everyone can hear everyone else.  But the agent can also put one party or the other on hold again, or end either call.  They aren't merged into a single call.  It is weird.

However, in the old UI, if an agent initiates a consult call, the agent can toggle between the two calls but putting one call on hold, which causes the other call to go off hold.  But if the agent takes them both off hold at the same time, (clicking the hold button for a held call, which the alt text shows as "RESUME") everyone can hear everyone else, even though the calls appear distinct, and the agent can put either call back on hold or end either call.  

So I guess this is all kind of working the same way (i.e., weirdly) but the visualization is different? 

------------------------------
Linda Decker
New York University

Original Message:
Sent: 12-23-2024 14:13
From: Sarah Blizzard
Subject: Multi Contextual Panel- Call Controls

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

------------------------------
Sarah Blizzard
x
------------------------------