I've received some feedback from customers today and they are not very happy with the new canned response icon.
The new one looks like the number 66.
Can you please bring back the old icon or at least fill in the new one to look more like a speech mark.
Original Message:
Sent: 01-21-2025 18:57
From: Jeff Hoogkamer
Subject: New Canned Responses Agent-Facing Panel - Upcoming Beta!
Hi Marudhu,
I've just come here to say our agents are not happy with the new Canned Responses - where the smaller panel display is now truncating the display name (instead of wrapping the text) and is near impossible to use.
The previous version would simply wrap the text so the entire name would be visible, whereas the new version is just impossible now to read the canned response name.
I know we could change the name of the canned responses to put the actual name first - but that's now over 250 templates to edit.
I also know the agents could expand the panel size to make the text appear - but that just eats up real-estate that wasn't needed before.
This change also surprised us too, as we don't often come looking at the community forums for release information. We expect the 'Announcements' page on the Genesys Cloud Resource Center to perform this function with an appropriate effective date. But this is still blank/empty, so we had no idea it was coming until we saw it in Friday's 'upcoming releases'
https://help.mypurecloud.com/canned-responses-agent-panel/
Even in the announcement, the 'before' screen shots show the canned responses in the smaller screen size, but in the 'new' screen shots it's expanded the panel (which doesn't show how the smaller size panel would have truncated the header).
Also the images are way too low resolution to make any use of them for training/documentation updates, and they look different to what was actually released (the icons are different, and the text size of the canned response name is much bigger resulting in more truncation.)
Our only workaround for the immediate time being is to expand the panel size permanently whilst loosing screen real estate for the email/thread.
We definitely don't find these changes 'more intuitive and user-friendly' - can we have a toggle to roll back to the old version, or have the new version wrap the name of the response template like it used to?
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Jeff
Original Message:
Sent: 01-13-2025 14:26
From: Marudhu Pandian
Subject: New Canned Responses Agent-Facing Panel - Upcoming Beta!
Update (13-Jan-2025):
Thank you all for collaborating with us on this beta and providing your valuable feedback. Happy to share that we are planning on releasing this next week, pending a final review. We will be rolling out the new panel in phases as per our usual release schedule from Monday (20th) through Wednesday (22nd) across all regions.
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Marudhu Pandian
Product Manager
Original Message:
Sent: 10-24-2024 15:05
From: Marudhu Pandian
Subject: New Canned Responses Agent-Facing Panel - Upcoming Beta!
Update (24-Oct-2024):
Hi All,
We have received approval for the Beta release of the new Canned Responses agent-facing panel. We plan to turn this on in the org you provided in the sign-up form on Monday, October 28th. I have sent all participants an email with more details. Thanks for your interest in this Beta!
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Marudhu Pandian
Product Manager
Original Message:
Sent: 09-23-2024 08:58
From: Marudhu Pandian
Subject: New Canned Responses Agent-Facing Panel - Upcoming Beta!
Update (23-Sep-2024):
Thanks to everyone who have applied to participate in the beta! We are looking to release the beta in October. I will confirm the date as we get closer to the release, and will also email the registered participants.
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Marudhu Pandian
Genesys - Employees
Original Message:
Sent: 07-26-2024 10:21
From: Marudhu Pandian
Subject: New Canned Responses Agent-Facing Panel - Upcoming Beta!
The Canned Responses team is extremely pleased to announce the upcoming beta for the new agent-facing Canned Responses Panel! Applications are now open. Beta testing is an important part of our development process and we sincerely appreciate your interest in participating!
The new Canned Responses panel within the Agent Desktop will undergo a transformation in appearance and user experience, ensuring agents find it easier to navigate during interactions. With the update, agents will now work with a more intuitive interface, complete with a new set of icons, enhanced filtering options, and visual indicators to simplify navigation and response retrieval. The new Canned Responses panel will not include any major functional changes or feature additions.
Click here to apply for the beta.
Thank you and looking forward to your participation!
Link to the Community announcement.
Link to the Resource Center announcement.
#BetaAnnouncement
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Marudhu Pandian
Genesys - Employees
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