Genesys Cloud - Main

Hi Community,

A short video clip and screenshot is published on Resource Center (https://help.mypurecloud.com/articles/interaction-page-navigation/) to help with transitioning to the new interaction roster UI.  Please expand "Feature coming soon" section of the page to see video and screenshot.  The new interaction roster is expected to launch 2nd half of January 2022.  

Although intuitive, it is highly recommended agents start to familiarize themselves with changes of the new UI.
#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Outbound
#Roadmap/NewFeatures
#Telephony
#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Outbound
#Roadmap/NewFeatures
#Telephony
#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Outbound
#Roadmap/NewFeatures
#Telephony

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Hi Rick,

Question for you:  With the changes that are being made to the Agent Interface, will customers need to update their version of the desktop application (if, potentially it is on an older version)? Or, will an older version of the desktop application support the new changes?

The way I understand it, the desktop application should load just like the web browser, so it should work. Could you provide any clarity here?

Thanks,
Peter

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

Hi Peter,

Update to the latest desktop client is not required when the new UI goes in effect, however refresh or restart of the desktop client is necessary.

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 01-07-2022 19:01
From: Peter Stoltenberg
Subject: New interaction roster UI coming soon !!

Hi Rick,

Question for you:  With the changes that are being made to the Agent Interface, will customers need to update their version of the desktop application (if, potentially it is on an older version)? Or, will an older version of the desktop application support the new changes?

The way I understand it, the desktop application should load just like the web browser, so it should work. Could you provide any clarity here?

Thanks,
Peter

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

Thanks, Rick!

I opened a case with support and they said "The agents will still have the same experience if they do not update the app and will still be able to take interactions.  Your desktop app version must be updated for changes to take place. However, if users use the the web app they will see the new changes.  Until you choose to update the software you will continue to run the version that you have installed at that moment. Just like phone updates, windows updates, and mac updates you have to choose to perform the update to access new features, deprecations, and software code." 

What you said makes more sense to me, but I just wanted to absolutely confirm the process that happens as the desktop application retrieves the latest version of Genesys Cloud. Would you be able to detail exactly how this process works?

Thanks,
Peter

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 01-10-2022 12:53
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Peter,

Update to the latest desktop client is not required when the new UI goes in effect, however refresh or restart of the desktop client is necessary.

------------------------------
Rick Phung
Genesys - Employees
------------------------------


Original Message:
Sent: 01-07-2022 19:01
From: Peter Stoltenberg
Subject: New interaction roster UI coming soon !!

Hi Rick,

Question for you:  With the changes that are being made to the Agent Interface, will customers need to update their version of the desktop application (if, potentially it is on an older version)? Or, will an older version of the desktop application support the new changes?

The way I understand it, the desktop application should load just like the web browser, so it should work. Could you provide any clarity here?

Thanks,
Peter

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC

Hi Peter,

The Desktop client is a wrapper around the web client hence inherits this change.

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 01-10-2022 13:17
From: Peter Stoltenberg
Subject: New interaction roster UI coming soon !!

Thanks, Rick!

I opened a case with support and they said "The agents will still have the same experience if they do not update the app and will still be able to take interactions.  Your desktop app version must be updated for changes to take place. However, if users use the the web app they will see the new changes.  Until you choose to update the software you will continue to run the version that you have installed at that moment. Just like phone updates, windows updates, and mac updates you have to choose to perform the update to access new features, deprecations, and software code."

What you said makes more sense to me, but I just wanted to absolutely confirm the process that happens as the desktop application retrieves the latest version of Genesys Cloud. Would you be able to detail exactly how this process works?

Thanks,
Peter

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------


Original Message:
Sent: 01-10-2022 12:53
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Peter,

Update to the latest desktop client is not required when the new UI goes in effect, however refresh or restart of the desktop client is necessary.

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 01-07-2022 19:01
From: Peter Stoltenberg
Subject: New interaction roster UI coming soon !!

Hi Rick,

Question for you:  With the changes that are being made to the Agent Interface, will customers need to update their version of the desktop application (if, potentially it is on an older version)? Or, will an older version of the desktop application support the new changes?

The way I understand it, the desktop application should load just like the web browser, so it should work. Could you provide any clarity here?

Thanks,
Peter

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC

Hi Peter,

We were informed this update would not be applicable to the desktop app unless we updated the version as well. I just saw Ricky's reply indicating the desktop would automatically update with a refresh or restart, he was correct. The update has taken place without updating the desktop version, unfortunately for us because we communicated this to would not affect the desktop just yet.

Ricky- is this how all updates roll out? Do we have to push a version update through for the desktop app? Or does it always wrap around the web app and update automatically?

------------------------------
Amanda Logue
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 01-10-2022 13:17
From: Peter Stoltenberg
Subject: New interaction roster UI coming soon !!

Thanks, Rick!

I opened a case with support and they said "The agents will still have the same experience if they do not update the app and will still be able to take interactions.  Your desktop app version must be updated for changes to take place. However, if users use the the web app they will see the new changes.  Until you choose to update the software you will continue to run the version that you have installed at that moment. Just like phone updates, windows updates, and mac updates you have to choose to perform the update to access new features, deprecations, and software code."

What you said makes more sense to me, but I just wanted to absolutely confirm the process that happens as the desktop application retrieves the latest version of Genesys Cloud. Would you be able to detail exactly how this process works?

Thanks,
Peter

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------


Original Message:
Sent: 01-10-2022 12:53
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Peter,

Update to the latest desktop client is not required when the new UI goes in effect, however refresh or restart of the desktop client is necessary.

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 01-07-2022 19:01
From: Peter Stoltenberg
Subject: New interaction roster UI coming soon !!

Hi Rick,

Question for you:  With the changes that are being made to the Agent Interface, will customers need to update their version of the desktop application (if, potentially it is on an older version)? Or, will an older version of the desktop application support the new changes?

The way I understand it, the desktop application should load just like the web browser, so it should work. Could you provide any clarity here?

Thanks,
Peter

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC

Hi Community,

The new interaction roster UI is ready for launch starting next Wednesday (Jan. 19, 2022).  If you've not reviewed the video clip mentioned in the original post, please do so.

Thanks.

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)
------------------------------

Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Hi Brett

My users had the same issue with the name missing.  Turns out that it's actually still there but you have to mouseover the consult/call icon and it will then popup with the agent name.  Seems strange they couldn't have just left that info in the info card to begin with.

------------------------------
Vaun McCarthy
------------------------------

Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)
------------------------------


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

Hi Brett,

Could you confirm the scenario is a consultation transfer which Agent1 while handling an external customer call needs to consult with another agent2?  If yes, is it consult to queue or direct to agent2?  Is agent2 set to auto answer?

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)
------------------------------


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

Hi Ricky,

The scenario is where the transferring party (Agent 1) consult transfers the client call to an escalation queue OR direct to Genesys Agent 2. The transferring party used to see a second call tile displayed where they could see the name of the receiving party (Agent 2).

We can see that the receiving party (Agent 2) can see the name of the Agent (Agent 1) who initiates the consult transfer in the call tile.

We don't use auto answer in our Org.

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)
------------------------------

Original Message:
Sent: 01-21-2022 00:42
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Brett,

Could you confirm the scenario is a consultation transfer which Agent1 while handling an external customer call needs to consult with another agent2?  If yes, is it consult to queue or direct to agent2?  Is agent2 set to auto answer?

------------------------------
Rick Phung
Genesys - Employees
------------------------------


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)
------------------------------


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

We are also struggling with the new UI. Here is the feedback I received - it's more of what Brett initially reported about above in the conversation chain. 

Feedback from my call center leadership:
We've receive reports this morning from multiple agents that they can no longer see who is transferring them a call in Genesys. They also cannot see who they are transferring to when they're making a transfer.

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately. Also, the timer that appears once a second line is connected clocks the total length of time the second line is connected and a hold timer is longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.
------------------------------


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

We agree and echo everyone's dissatisfaction mentioned above. Hovering to see the name is not intuitive

------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------

Original Message:
Sent: 01-24-2022 10:44
From: Cory King
Subject: New interaction roster UI coming soon !!

We are also struggling with the new UI. Here is the feedback I received - it's more of what Brett initially reported about above in the conversation chain.

Feedback from my call center leadership:
We've receive reports this morning from multiple agents that they can no longer see who is transferring them a call in Genesys. They also cannot see who they are transferring to when they're making a transfer.

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------


Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately. Also, the timer that appears once a second line is connected clocks the total length of time the second line is connected and a hold timer is longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

@Ricky Phung Hi. Any thoughts on this? Our team has expressed the same frustration, now we don't know how long we have kept the customer on hold. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------

Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.
------------------------------


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

Hi @Ly Lim.  Hold status and duration are showing in the card.
​

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 02-01-2022 10:40
From: Ly Lim
Subject: New interaction roster UI coming soon !!

@Ricky Phung Hi. Any thoughts on this? Our team has expressed the same frustration, now we don't know how long we have kept the customer on hold. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------


Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

Hi @Ricky Phung. This only appears for the 1st consult transfer. If we did another consult transfer for that same customer, we do NOT see the hold time. i tested this many times.

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time). 
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time). 
​​​

------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------

Original Message:
Sent: 02-01-2022 12:52
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @Ly Lim.  Hold status and duration are showing in the card.
​

------------------------------
Rick Phung
Genesys - Employees
------------------------------


Original Message:
Sent: 02-01-2022 10:40
From: Ly Lim
Subject: New interaction roster UI coming soon !!

@Ricky Phung Hi. Any thoughts on this? Our team has expressed the same frustration, now we don't know how long we have kept the customer on hold. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

Hi @LY LIM thanks for sharing the scenario but could you clarify when you use the term "transfers", it should be consult? 

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).

Agent 1 should not see the hold timer if the call has been transferred to Agent 2.  The same from agent 2 to agent 3.

Could you share screenshot of your test scenario?​​

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 02-04-2022 10:43
From: Ly Lim
Subject: New interaction roster UI coming soon !!

Hi @Ricky Phung. This only appears for the 1st consult transfer. If we did another consult transfer for that same customer, we do NOT see the hold time. i tested this many times.

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).
​​​

------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------


Original Message:
Sent: 02-01-2022 12:52
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @Ly Lim.  Hold status and duration are showing in the card.
​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-01-2022 10:40
From: Ly Lim
Subject: New interaction roster UI coming soon !!

@Ricky Phung Hi. Any thoughts on this? Our team has expressed the same frustration, now we don't know how long we have kept the customer on hold. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

Yes consult transfer

------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------

Original Message:
Sent: 02-04-2022 12:12
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @LY LIM thanks for sharing the scenario but could you clarify when you use the term "transfers", it should be consult?

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).

Agent 1 should not see the hold timer if the call has been transferred to Agent 2.  The same from agent 2 to agent 3.

Could you share screenshot of your test scenario?​​

------------------------------
Rick Phung
Genesys - Employees
------------------------------


Original Message:
Sent: 02-04-2022 10:43
From: Ly Lim
Subject: New interaction roster UI coming soon !!

Hi @Ricky Phung. This only appears for the 1st consult transfer. If we did another consult transfer for that same customer, we do NOT see the hold time. i tested this many times.

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).
​​​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-01-2022 12:52
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @Ly Lim.  Hold status and duration are showing in the card.
​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-01-2022 10:40
From: Ly Lim
Subject: New interaction roster UI coming soon !!

@Ricky Phung Hi. Any thoughts on this? Our team has expressed the same frustration, now we don't know how long we have kept the customer on hold. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

@Ricky Phung
Agent 1 consults transfer to Agent 2
Agent 2 then consult transfer to Agent 3. Agent 2 is NOT seeing the hold time from the customer when she is consulting with the Agent 3. It continues to clock the time she's been on the call since Agent 1 transferred her the call. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------

Original Message:
Sent: 02-04-2022 12:12
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @LY LIM thanks for sharing the scenario but could you clarify when you use the term "transfers", it should be consult?

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).

Agent 1 should not see the hold timer if the call has been transferred to Agent 2.  The same from agent 2 to agent 3.

Could you share screenshot of your test scenario?​​

------------------------------
Rick Phung
Genesys - Employees
------------------------------


Original Message:
Sent: 02-04-2022 10:43
From: Ly Lim
Subject: New interaction roster UI coming soon !!

Hi @Ricky Phung. This only appears for the 1st consult transfer. If we did another consult transfer for that same customer, we do NOT see the hold time. i tested this many times.

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).
​​​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-01-2022 12:52
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @Ly Lim.  Hold status and duration are showing in the card.
​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-01-2022 10:40
From: Ly Lim
Subject: New interaction roster UI coming soon !!

@Ricky Phung Hi. Any thoughts on this? Our team has expressed the same frustration, now we don't know how long we have kept the customer on hold. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

@LY LIM
I assume Agent 1 completes the transfer to Agent 2 in your scenario.  Agent 2 then consult transfer to Agent 3.  At this point hold timer is displayed but the incorrect value?  Could you submit a request to our care team to look into it further?  Thanks.  


​​

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 02-04-2022 15:00
From: Ly Lim
Subject: New interaction roster UI coming soon !!


@Ricky Phung
Agent 1 consults transfer to Agent 2
Agent 2 then consult transfer to Agent 3. Agent 2 is NOT seeing the hold time from the customer when she is consulting with the Agent 3. It continues to clock the time she's been on the call since Agent 1 transferred her the call. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------


Original Message:
Sent: 02-04-2022 12:12
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @LY LIM thanks for sharing the scenario but could you clarify when you use the term "transfers", it should be consult?

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).

Agent 1 should not see the hold timer if the call has been transferred to Agent 2.  The same from agent 2 to agent 3.

Could you share screenshot of your test scenario?​​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-04-2022 10:43
From: Ly Lim
Subject: New interaction roster UI coming soon !!

Hi @Ricky Phung. This only appears for the 1st consult transfer. If we did another consult transfer for that same customer, we do NOT see the hold time. i tested this many times.

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).
​​​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-01-2022 12:52
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @Ly Lim.  Hold status and duration are showing in the card.
​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-01-2022 10:40
From: Ly Lim
Subject: New interaction roster UI coming soon !!

@Ricky Phung Hi. Any thoughts on this? Our team has expressed the same frustration, now we don't know how long we have kept the customer on hold. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

No, there is not hold timer at all for agent 2 after she is consulting with agent 3. It continues to clock the time from the original consult. 
You're correct, Agent 1 completes the transfer. 
How can I submit a request?
I'm happy to walk you through it or if you can test it yourself, it's pretty simple explanation. 


------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------

Original Message:
Sent: 02-04-2022 17:18
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

@LY LIM
I assume Agent 1 completes the transfer to Agent 2 in your scenario.  Agent 2 then consult transfer to Agent 3.  At this point hold timer is displayed but the incorrect value?  Could you submit a request to our care team to look into it further?  Thanks.


​​

------------------------------
Rick Phung
Genesys - Employees
------------------------------


Original Message:
Sent: 02-04-2022 15:00
From: Ly Lim
Subject: New interaction roster UI coming soon !!


@Ricky Phung
Agent 1 consults transfer to Agent 2
Agent 2 then consult transfer to Agent 3. Agent 2 is NOT seeing the hold time from the customer when she is consulting with the Agent 3. It continues to clock the time she's been on the call since Agent 1 transferred her the call. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-04-2022 12:12
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @LY LIM thanks for sharing the scenario but could you clarify when you use the term "transfers", it should be consult?

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).

Agent 1 should not see the hold timer if the call has been transferred to Agent 2.  The same from agent 2 to agent 3.

Could you share screenshot of your test scenario?​​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-04-2022 10:43
From: Ly Lim
Subject: New interaction roster UI coming soon !!

Hi @Ricky Phung. This only appears for the 1st consult transfer. If we did another consult transfer for that same customer, we do NOT see the hold time. i tested this many times.

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).
​​​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-01-2022 12:52
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @Ly Lim.  Hold status and duration are showing in the card.
​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-01-2022 10:40
From: Ly Lim
Subject: New interaction roster UI coming soon !!

@Ricky Phung Hi. Any thoughts on this? Our team has expressed the same frustration, now we don't know how long we have kept the customer on hold. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

I've tested the sequence described.  Below is what I'm seeing in my environment when agent 2 consult transfer with agent 3.  The screenshot is showing customer call on hold and the is a hold timer but the value does not seem correct since this consult occurred just a few seconds ago.

If Cardinal Health has a Genesys Technical Account Manager, she or he could submit a request on your behalf as well.

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 02-04-2022 17:23
From: Ly Lim
Subject: New interaction roster UI coming soon !!

No, there is not hold timer at all for agent 2 after she is consulting with agent 3. It continues to clock the time from the original consult.
You're correct, Agent 1 completes the transfer.
How can I submit a request?
I'm happy to walk you through it or if you can test it yourself, it's pretty simple explanation.


------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------


Original Message:
Sent: 02-04-2022 17:18
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

@LY LIM
I assume Agent 1 completes the transfer to Agent 2 in your scenario.  Agent 2 then consult transfer to Agent 3.  At this point hold timer is displayed but the incorrect value?  Could you submit a request to our care team to look into it further?  Thanks.


​​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-04-2022 15:00
From: Ly Lim
Subject: New interaction roster UI coming soon !!


@Ricky Phung
Agent 1 consults transfer to Agent 2
Agent 2 then consult transfer to Agent 3. Agent 2 is NOT seeing the hold time from the customer when she is consulting with the Agent 3. It continues to clock the time she's been on the call since Agent 1 transferred her the call. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-04-2022 12:12
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @LY LIM thanks for sharing the scenario but could you clarify when you use the term "transfers", it should be consult?

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).

Agent 1 should not see the hold timer if the call has been transferred to Agent 2.  The same from agent 2 to agent 3.

Could you share screenshot of your test scenario?​​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-04-2022 10:43
From: Ly Lim
Subject: New interaction roster UI coming soon !!

Hi @Ricky Phung. This only appears for the 1st consult transfer. If we did another consult transfer for that same customer, we do NOT see the hold time. i tested this many times.

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).
​​​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-01-2022 12:52
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @Ly Lim.  Hold status and duration are showing in the card.
​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-01-2022 10:40
From: Ly Lim
Subject: New interaction roster UI coming soon !!

@Ricky Phung Hi. Any thoughts on this? Our team has expressed the same frustration, now we don't know how long we have kept the customer on hold. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

Yes exactly! Thank you for testing that yourself. Will you all be fixing it?
I submitted a ticket to my account manager as well.

------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------

Original Message:
Sent: 02-04-2022 17:55
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

I've tested the sequence described.  Below is what I'm seeing in my environment when agent 2 consult transfer with agent 3.  The screenshot is showing customer call on hold and the is a hold timer but the value does not seem correct since this consult occurred just a few seconds ago.

If Cardinal Health has a Genesys Technical Account Manager, she or he could submit a request on your behalf as well.

------------------------------
Rick Phung
Genesys - Employees
------------------------------


Original Message:
Sent: 02-04-2022 17:23
From: Ly Lim
Subject: New interaction roster UI coming soon !!

No, there is not hold timer at all for agent 2 after she is consulting with agent 3. It continues to clock the time from the original consult.
You're correct, Agent 1 completes the transfer.
How can I submit a request?
I'm happy to walk you through it or if you can test it yourself, it's pretty simple explanation.


------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-04-2022 17:18
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

@LY LIM
I assume Agent 1 completes the transfer to Agent 2 in your scenario.  Agent 2 then consult transfer to Agent 3.  At this point hold timer is displayed but the incorrect value?  Could you submit a request to our care team to look into it further?  Thanks.


​​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-04-2022 15:00
From: Ly Lim
Subject: New interaction roster UI coming soon !!


@Ricky Phung
Agent 1 consults transfer to Agent 2
Agent 2 then consult transfer to Agent 3. Agent 2 is NOT seeing the hold time from the customer when she is consulting with the Agent 3. It continues to clock the time she's been on the call since Agent 1 transferred her the call. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-04-2022 12:12
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @LY LIM thanks for sharing the scenario but could you clarify when you use the term "transfers", it should be consult?

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).

Agent 1 should not see the hold timer if the call has been transferred to Agent 2.  The same from agent 2 to agent 3.

Could you share screenshot of your test scenario?​​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-04-2022 10:43
From: Ly Lim
Subject: New interaction roster UI coming soon !!

Hi @Ricky Phung. This only appears for the 1st consult transfer. If we did another consult transfer for that same customer, we do NOT see the hold time. i tested this many times.

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).
​​​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-01-2022 12:52
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @Ly Lim.  Hold status and duration are showing in the card.
​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-01-2022 10:40
From: Ly Lim
Subject: New interaction roster UI coming soon !!

@Ricky Phung Hi. Any thoughts on this? Our team has expressed the same frustration, now we don't know how long we have kept the customer on hold. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

@LY LIM development team is aware of this and looking into cause of this behavior.  You should receive update from our support organization if this was reported.​

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 02-07-2022 10:37
From: Ly Lim
Subject: New interaction roster UI coming soon !!

Yes exactly! Thank you for testing that yourself. Will you all be fixing it?
I submitted a ticket to my account manager as well.

------------------------------
Ly Lim
Cardinal Health 5, LLC
------------------------------


Original Message:
Sent: 02-04-2022 17:55
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

I've tested the sequence described.  Below is what I'm seeing in my environment when agent 2 consult transfer with agent 3.  The screenshot is showing customer call on hold and the is a hold timer but the value does not seem correct since this consult occurred just a few seconds ago.

If Cardinal Health has a Genesys Technical Account Manager, she or he could submit a request on your behalf as well.

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-04-2022 17:23
From: Ly Lim
Subject: New interaction roster UI coming soon !!

No, there is not hold timer at all for agent 2 after she is consulting with agent 3. It continues to clock the time from the original consult.
You're correct, Agent 1 completes the transfer.
How can I submit a request?
I'm happy to walk you through it or if you can test it yourself, it's pretty simple explanation.


------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-04-2022 17:18
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

@LY LIM
I assume Agent 1 completes the transfer to Agent 2 in your scenario.  Agent 2 then consult transfer to Agent 3.  At this point hold timer is displayed but the incorrect value?  Could you submit a request to our care team to look into it further?  Thanks.


​​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-04-2022 15:00
From: Ly Lim
Subject: New interaction roster UI coming soon !!


@Ricky Phung
Agent 1 consults transfer to Agent 2
Agent 2 then consult transfer to Agent 3. Agent 2 is NOT seeing the hold time from the customer when she is consulting with the Agent 3. It continues to clock the time she's been on the call since Agent 1 transferred her the call. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-04-2022 12:12
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @LY LIM thanks for sharing the scenario but could you clarify when you use the term "transfers", it should be consult?

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).

Agent 1 should not see the hold timer if the call has been transferred to Agent 2.  The same from agent 2 to agent 3.

Could you share screenshot of your test scenario?​​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-04-2022 10:43
From: Ly Lim
Subject: New interaction roster UI coming soon !!

Hi @Ricky Phung. This only appears for the 1st consult transfer. If we did another consult transfer for that same customer, we do NOT see the hold time. i tested this many times.

Customer calls into queue, agent 1 transfers to agent 2 (agent 1 sees the hold time).
Agent 2 transfers to agent 3 (agent 2 does NOT see a hold time).
​​​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 02-01-2022 12:52
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi @Ly Lim.  Hold status and duration are showing in the card.
​

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 02-01-2022 10:40
From: Ly Lim
Subject: New interaction roster UI coming soon !!

@Ricky Phung Hi. Any thoughts on this? Our team has expressed the same frustration, now we don't know how long we have kept the customer on hold. ​

------------------------------
Ly Lim
Cardinal Health 5, LLC


Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

We had a few customer expressing similar views re the new look UI. Care advised to open an improvement request.

An enhancement to fix the enhancement :-) 

https://genesyscloud.ideas.aha.io/ideas/OP-I-1274

Feel free to vote! 

Scott.

------------------------------
Scott Bradshaw
Telstra Corporation Ltd
------------------------------

Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.
------------------------------


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

@Scott Bradshaw thank you for posting this. Just voted! 

https://genesyscloud.ideas.aha.io/ideas/OP-I-1274

Form over function? Not when generic icons replace real names during consult transfer, resulting in added seconds and more mistakes.

------------------------------
Kun Jin Rhee
LifeCare Assurance Company
------------------------------

Original Message:
Sent: 02-06-2022 22:03
From: Scott Bradshaw
Subject: New interaction roster UI coming soon !!

We had a few customer expressing similar views re the new look UI. Care advised to open an improvement request.

An enhancement to fix the enhancement :-)

https://genesyscloud.ideas.aha.io/ideas/OP-I-1274

Feel free to vote!

Scott.

------------------------------
Scott Bradshaw
Telstra Corporation Ltd
------------------------------


Original Message:
Sent: 01-24-2022 09:24
From: Amanda Logue
Subject: New interaction roster UI coming soon !!

This is a frustration for us as well. The way it was had two boxes identifying each line, the name, who is connected, who is on hold, and how long each line has been on hold separately.

The timer that appears, once a second line is connected, clocks the total length of time the second line is connected. A hold timer is no longer available for each line. Hold timers are important for quality assurance and for customer experience when we call over to other departments for our members.

------------------------------
Amanda Logue
Independent Health Association, Inc.


Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

Hi Community,

The recipient of the consult call can see the name of requester in the alert prior to answer as shown below.

There is an icon to represent consulting party in the card, mouse over the icon to see the name.  The red "pause" icon indicates the customer (e.g. John Thomas) is on hold and corresponding hold duration.


------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 01-20-2022 23:44
From: Brett Hartley
Subject: New interaction roster UI coming soon !!

Hi Ricky,

We have been using the web version of Genesys Cloud, including this change, for almost a day now. Our users are liking the change to the UI except many are complaining that they can no longer see the name of the individual that is calling them. Because of this loss of visibility they are unsure if it is an internal Genesys user transferring a call or if it is an external client calling. We use different greetings depending on the caller being internal or external. Our users are finding this quite frustrating.

Can we please ask Genesys to review this change and add the caller name back to the UI.

Kind Regards,

------------------------------
Brett Hartley
AFSA (Australian Financial Security Authority)
------------------------------


Original Message:
Sent: 01-19-2022 16:30
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Community,

The new UI rollout is underway.  It is a gradual rollout so you may not see it yet depending on your region.  Target to complete global rollout by Friday evening.  Resource Center articles are published so it's excellent time to review them.

------------------------------
Rick Phung
Genesys - Employees

We've had several complaints that we don't have the timers anymore, now agents can't see the times anymore, only full minutes, like 2 minutes, and no more 1:30.
They are not happy.

------------------------------
Camila Meneghini
Coddera
------------------------------

My agents are experiencing the same frustration with the change in timers. Particularly for chat, as we used the timers as a key piece of operational instruction for the agents. Pretty disappointing.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 01-24-2022 12:52
From: Camila Meneghini
Subject: New interaction roster UI coming soon !!

We've had several complaints that we don't have the timers anymore, now agents can't see the times anymore, only full minutes, like 2 minutes, and no more 1:30.
They are not happy.

------------------------------
Camila Meneghini
Coddera
------------------------------

Hi Emily,

Could you elaborate on which timer and how placement and method of display of such timer are used in your operation?

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 01-24-2022 17:07
From: Emily Kammerer
Subject: New interaction roster UI coming soon !!

My agents are experiencing the same frustration with the change in timers. Particularly for chat, as we used the timers as a key piece of operational instruction for the agents. Pretty disappointing.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------


Original Message:
Sent: 01-24-2022 12:52
From: Camila Meneghini
Subject: New interaction roster UI coming soon !!

We've had several complaints that we don't have the timers anymore, now agents can't see the times anymore, only full minutes, like 2 minutes, and no more 1:30.
They are not happy.

------------------------------
Camila Meneghini
Coddera
------------------------------

Hi Ricky
We use the time since last message timer to drive agent behaviors in the chat (the bottom timer below); for example, if there is a no response from the customer for a defined period of time, the agent sends designated canned responses. Another example is allowing the agent to monitor their response time.

With the new UI only refreshing the timer every minute, it complicates this process for the agents. They didn't even recognize it as a timer once the UI changes went into effect. We are struggling to determine what is gained by only having this refresh on the minutes and not function as a standard timer with seconds.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 01-24-2022 18:13
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Emily,

Could you elaborate on which timer and how placement and method of display of such timer are used in your operation?

------------------------------
Rick Phung
Genesys - Employees
------------------------------


Original Message:
Sent: 01-24-2022 17:07
From: Emily Kammerer
Subject: New interaction roster UI coming soon !!

My agents are experiencing the same frustration with the change in timers. Particularly for chat, as we used the timers as a key piece of operational instruction for the agents. Pretty disappointing.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.


Original Message:
Sent: 01-24-2022 12:52
From: Camila Meneghini
Subject: New interaction roster UI coming soon !!

We've had several complaints that we don't have the timers anymore, now agents can't see the times anymore, only full minutes, like 2 minutes, and no more 1:30.
They are not happy.

------------------------------
Camila Meneghini
Coddera
------------------------------

We have the same problem with the changes to Chat timers. We also use the timer from last customer response to send a canned response for idle timeout and then agent disconnect of the interaction. The agents also struggled with the changes in color coding and the message count icon on the chat bubble being too small.

We just went live with chat last week and did not know of these UI changes taking place. We spent training time specifically on the timers so it was a big surprise logging in yesterday to the changes.

------------------------------
Whitney Sandene
Colorado Springs Utilities
------------------------------

Original Message:
Sent: 01-25-2022 06:44
From: Emily Kammerer
Subject: New interaction roster UI coming soon !!

Hi Ricky
We use the time since last message timer to drive agent behaviors in the chat (the bottom timer below); for example, if there is a no response from the customer for a defined period of time, the agent sends designated canned responses. Another example is allowing the agent to monitor their response time.

With the new UI only refreshing the timer every minute, it complicates this process for the agents. They didn't even recognize it as a timer once the UI changes went into effect. We are struggling to determine what is gained by only having this refresh on the minutes and not function as a standard timer with seconds.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------


Original Message:
Sent: 01-24-2022 18:13
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

Hi Emily,

Could you elaborate on which timer and how placement and method of display of such timer are used in your operation?

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 01-24-2022 17:07
From: Emily Kammerer
Subject: New interaction roster UI coming soon !!

My agents are experiencing the same frustration with the change in timers. Particularly for chat, as we used the timers as a key piece of operational instruction for the agents. Pretty disappointing.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.


Original Message:
Sent: 01-24-2022 12:52
From: Camila Meneghini
Subject: New interaction roster UI coming soon !!

We've had several complaints that we don't have the timers anymore, now agents can't see the times anymore, only full minutes, like 2 minutes, and no more 1:30.
They are not happy.

------------------------------
Camila Meneghini
Coddera
------------------------------

Hi Camila,

Based on your comment, I assume it's in context of digital media type.  In the context of digital interaction handling, could you share how does knowing by the seconds elapsed time affects your agent behavior?

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 01-24-2022 12:52
From: Camila Meneghini
Subject: New interaction roster UI coming soon !!

We've had several complaints that we don't have the timers anymore, now agents can't see the times anymore, only full minutes, like 2 minutes, and no more 1:30.
They are not happy.

------------------------------
Camila Meneghini
Coddera
------------------------------

Agreed.  The look of the new UI is fine, but the content does not meet the basic needs of our users.  The timers need to be brought back to how they were before.

------------------------------
Marty Hand
National Domestic Violence Hotline
------------------------------

Original Message:
Sent: 01-24-2022 12:52
From: Camila Meneghini
Subject: New interaction roster UI coming soon !!

We've had several complaints that we don't have the timers anymore, now agents can't see the times anymore, only full minutes, like 2 minutes, and no more 1:30.
They are not happy.

------------------------------
Camila Meneghini
Coddera
------------------------------

Hi Rick, can you please confirm if these enhancements are also planned for the embeddable framework? Are you able to share a preview? I assume the changes should apply to the embeddable fwk to keep the same agent experience. Is there any ETA you may be able to share for these changes to apply to the embeddable fwk client? thanks

------------------------------
Hichem Agrebi
------------------------------

@Hichem Agrebi this is currently not planned.  Could you elaborate use cases which this would benefit by including it in embeddable framework?​

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 02-08-2022 16:43
From: Hichem Agrebi
Subject: New interaction roster UI coming soon !!

Hi Rick, can you please confirm if these enhancements are also planned for the embeddable framework? Are you able to share a preview? I assume the changes should apply to the embeddable fwk to keep the same agent experience. Is there any ETA you may be able to share for these changes to apply to the embeddable fwk client? thanks

------------------------------
Hichem Agrebi
------------------------------

Hi Rick, the use case objective and expectation is to keep the Genesys Cloud UI streamlined with similar agent experiences whether using Genesys WebRTC client or the embeddable framework. Both tools should share the same iconography and overall behavior.

------------------------------
Hichem Agrebi
------------------------------

Original Message:
Sent: 02-09-2022 17:05
From: Ricky Phung
Subject: New interaction roster UI coming soon !!

@Hichem Agrebi this is currently not planned.  Could you elaborate use cases which this would benefit by including it in embeddable framework?​

------------------------------
Rick Phung
Genesys - Employees
------------------------------


Original Message:
Sent: 02-08-2022 16:43
From: Hichem Agrebi
Subject: New interaction roster UI coming soon !!

Hi Rick, can you please confirm if these enhancements are also planned for the embeddable framework? Are you able to share a preview? I assume the changes should apply to the embeddable fwk to keep the same agent experience. Is there any ETA you may be able to share for these changes to apply to the embeddable fwk client? thanks

------------------------------
Hichem Agrebi

Hi, Rick

The new roster only displays the Remote information (like "Orlando, FL" or "Mobile Norway"). Previously the agents could see the actual number (ANI). Can we please have the ANI back or at least a setting in the client so "Remote" could be exchanged with "ANI"?

Kind regards
Colin

------------------------------
Colin Padget
Advania
------------------------------

Hi @Colin Aggett, could you create support ticket to look into why it is behaving this way?  This maybe unrelated to recent UI update.​

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 02-10-2022 09:58
From: Colin Padget
Subject: New interaction roster UI coming soon !!

Hi, Rick

The new roster only displays the Remote information (like "Orlando, FL" or "Mobile Norway"). Previously the agents could see the actual number (ANI). Can we please have the ANI back or at least a setting in the client so "Remote" could be exchanged with "ANI"?

Kind regards
Colin

------------------------------
Colin Padget
Advania
------------------------------