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  • 1.  No such thing as a bug?

    Posted 05-26-2025 23:47
    No replies, thread closed.

    <rant>

    Is it just me or is their in over reliance on the Ideas lab for fixing even things that are obviously not right that most would consider a bug?

    I was doing a bit of an audit on roles and permissions in our org, exciting I know, when I noted in multiple locations where it shows license usage, like in the people permissions section under "minimum license" column didn't match against the roles > permissions column. 

    For example If I have a CX3 agent and I add Journey > Event > View

    In Roles > Permissions this shows as CX1. But everywhere else it shows as predictive engagement including in the mentioned "minimum license" column.

    Genesys support advice is that it is not a license indicator despite literally being called MINIMUM LICENSE, but a product column.

    But that is not a bug, so requires a feature request. - https://genesyscloud.ideas.aha.io/ideas/EPNUI-I-29

    With a limited number of votes, and relying on other people to vote on ideas, just doesn't seem right for things like this.

    </rant>


    #PlatformAdministration

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    Anton Vroon
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  • 2.  RE: No such thing as a bug?
    Best Answer

    Posted 05-27-2025 16:51
    No replies, thread closed.

    Hey Anton,

    I understand your frustration. The Product Ideas Lab is the best way for us to keep track of the Ideas / changes that the Community would like to see made to the product. I've seen some of the behind the scenes mechanisms in how it helps with balancing PM workload and how it helps prioritize short term, and long term new features. While I've seen some Ideas brought to life after two or three votes, others took quite a while to eventually roll out (I'm looking at you Post-Call IVR Surveys...)

    I wanted to let you know that I've submitted one of my own votes on your Idea because I am a fan of having accurate data. While I can't make any promises, I'm going to see who I can talk to behind the scenes about the vote/Idea limit, as well as getting the licensing info standardized across the board. I know that we're making changes to the UI so this may already be on our PMs' radar.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: No such thing as a bug?

    Posted 05-27-2025 19:19
    No replies, thread closed.

    Thanks @Jason Kleitz appreciate you taking a look.

    It is one thing when there is a missing feature like Post Call IVR surveys, and another thing altogether when the platform is either not doing what it is supposed to or tells you it is doing something completely different to what it is doing. Changing things like that shouldn't be reliant on votes.



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    Anton Vroon
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    Original Message


  • 4.  RE: No such thing as a bug?

    Posted 05-28-2025 19:23
    No replies, thread closed.

    You might have to prod Support a little, at times, to escalate something to Dev Support...of course, many times even that comes back as "working as designed" and you still need to enter an Idea, but at least it went a level higher and got looked at. 

    You can also post a question in the Developer Community, because that is watched by the developers themselves who may not even hear about the issue if it doesn't get beyond Support.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


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