Genesys Cloud CX - Beta HQ

Hi Community,

The beta registration is open for the updated Agent UI - email component.

This refresh is the first part of a wider facelift coming for the Agent UI.

The email tool will get a brand new UI that we believe is more suitable for the agents' everyday work.

• It will have feature parity with the current tool
• Will be cleaner and more user friendly
  • better thread handling
  • better visual hints
• Will deliver fixes to many known issues
• Will contain a few new smaller features.

#BetaAnnouncement
#NowRecruiting

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Mate Foldi
Genesys - Employees
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Hi community,
Beta registration closed on the 28th of August.

Hi Mate,

Thanks for an update, go it,

Customer is awaiting to have a look for Genesys Agent Assist Voice in their Own Org, 

Can you please support to get it enabled for the Org? this is something we stuck in UAT, need your support urgently,

form already been fill-up. 

Thanks,

Prashant N

Hi Prashant, This beta is solely for the email component. In case you need some support regarding the agent assist - voice I would check this IDEA

Hi Mate,

is it possible to still apply and test this beta? 

From the picture above I don't immediately notice any big UI changes. Can you tell me what exactly will change with this update?

Also I am interested in GA date for this feature?

Regards,
Jure Idzig

I assume so, but with the new change, will agents be able to edit the Email subject when replying? Its hard to tell from the Screen shots.

Our agents add case numbers to the subject email replies. 

Hi Nick,

Thank you for bringing this up. Yes, they will be able to change / add to the subject with the new component as well.

Best,

Hi Mate, will the action buttons be visible on each thread and will they then apply to the active thread or all.

Has there been any improvement on new thread notification:
Use case:
- Agent is not always aware of a new thread as there is no audible or visible indicator
  Visible indicators could identify whether the thread has been replied to, read, forwarded, or new

If a reply message is active will this include new threads or only the history up to the thread being replied to?

If a new thread enters while replying to a previous thread and the new thread is not alerted or actioned before the interaction is ended, does the new thread still stay unactioned?