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  • 1.  Region Roll out of Single Customer View Powered by Identity Resolution

    GENESYS
    Posted 09-16-2022 07:55
    Edited by Aoife Kelly 10-10-2022 05:42
      |   view attached
    Update Sunday 9th October - This is now available across all regions. To ensure that you are availing of Single Customer View visit the Resource Centre here. 

    HI all, 

    Commencing on 21st September we will be rolling out the first phase of a new feature which will allow stitching of voice and digital interactions together on the agent desktop in one unified view on a new tab that admins can enable called Customer Journey.

    This feature uses External Contacts to attach an External Contact ID to all conversations and unify them on identifiers such as email address, phone number, social media identifiers and cookie/Web IDs.

    Single Customer View has been in beta the last few months documented on this Community post for any questions specifically to the UI changes please visit that discussion thread but any questions relating to the region roll out please post them below. 

    The roll out is by region and times below are all US-E times and not local times. 

    Wed 21st Sept US-E 11:00 APS1 (Mumbai) 

    Wed 21st Sept US-E 13:00  APNE2 (Seoul) 

    Thurs 22nd Sept US-E 06:00 CAC2 (Canada Central) 

    Thurs 22nd Sept US-E 08:00 Fed Ramp (Ohio) 

    Thurs 22nd Sept US-E 15:00 SAE1 (São Paulo)

    Thurs 22nd Sept US-E 10:00 APSE2 (Sydney)

    Mon 26th Sept US-E 14:00 EUW2 (London) 

    Mon 26th Sept US-E 15:00 EUC1 (Frankfurt)

    Mon 26th Sept US-E 15:00 EUW1 (Ireland)

    Fri 30th Sept US-E 13:00 APNE1 (Tokyo)

    Sun 9th Oct US-E 09:00 USW2 (Oregon)

    Sun 9th Oct US-E 09:00 USE1 (N Virginia)


    There will be 2 changes on the agent desktop on the profile tab of how External Contacts are created the editing and linking of Contacts User interface is changed subtly. External contact auto creation will start once the new region has being switched on but for agents the changes will only come into effect when they start a new work day / re-login. 

    In order to fully avail of this new feature when your region is switched on you will need to enable a few permissions that are documented as attached. 

    More technical information also available here on the Developer Center


    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Aoife Kelly
    Genesys - Product Manager (Identity Resolution and Journey)
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  • 2.  RE: Region Roll out of Single Customer View Powered by Identity Resolution

    GENESYS
    Posted 09-21-2022 08:08
    Edited by Gayathri Jaishankar 09-21-2022 09:39
    For more information about single customer view, including required permissions, contact identification, agent dashboard, and frequently asked questions, see About single customer view.

    ------------------------------
    Gayathri Jaishankar
    Genesys - Employees
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    Original Message


  • 3.  RE: Region Roll out of Single Customer View Powered by Identity Resolution

    GENESYS
    Posted 10-03-2022 09:42
    Edited by Aoife Kelly 10-03-2022 10:22
      |   view attached
    Attention: Business Process Outsourcers (BPOs) and organisations with different legal entities that use Divisions. 

    Scenario: For Organisations that do not use External Contacts and don't wish to avail of this new capability in the future but use the default Employee role for agents 

    Action for you: Remove the External Contacts > Contact > All Permissions permission. 

    Note for all: All the permissions relating to the new capability are not associated with any role they need to be enabled by an Admin. The only adverse effect is that the profile panel pops up. 

    ------------------------------
    Aoife Kelly
    Product Manager - Identity Resolution and Journey
    ------------------------------

    Original Message


  • 4.  RE: Region Roll out of Single Customer View Powered by Identity Resolution

    Posted 10-12-2022 20:06
    Edited by Jeff Hoogkamer 10-12-2022 20:07

    Hi Team,

    Just wondering - should the Customer Journey show if an Inbound Call became a Callback (and is still waiting)?

    For example: below highlighted inbound call left a Callback (and at the time of taking this screen shot, is still active and waiting)




    When clicking on the call - it says the Call has ended (which is technically correct) but the interaction is still ongoing/waiting as a Callback



    This would give the false impression that this interaction wasn't handled and no idea how it was ended (i.e. did the customer abandon, did we flow them out of the queue,  did they leave a callback, etc).

    Is there any plans to show Callbacks or how the interaction ended (other than 'Ended')?

    Cheers,



    ------------------------------
    Jeff
    ------------------------------

    Original Message


  • 5.  RE: Region Roll out of Single Customer View Powered by Identity Resolution

    Posted 10-24-2022 02:36
    Hi @Aoife Kelly @Gayathri Jaishankar @Matt Lawson

    Are you able to shed any light on the above about Callback visibility in the single customer view?​​​

    Thanks,​​​​

    ------------------------------
    Jeff
    ------------------------------

    Original Message


  • 6.  RE: Region Roll out of Single Customer View Powered by Identity Resolution

    GENESYS
    Posted 10-25-2022 11:55
    Hi Jeffrey,

    Apologies missed the first post. 

    Yes as it is greyed out it is not an active interaction. But as you can see some details are missing as we don't have the channel stitched. 

    In terms of stitching callbacks we are working on it, it won't be delivered this year, it is the next channel we are tackling. As a callback is scheduled in future there is crucial additional journey details that need to be included. This is why we had de-scoped it from Phase 1 release. 

    I will follow up with you when we have a prototype of callbacks to get your feedback. 

    Thanks,
    Aoife

    ------------------------------
    Aoife Kelly
    Genesys - Employees
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    Original Message


  • 7.  RE: Region Roll out of Single Customer View Powered by Identity Resolution

    Posted 10-31-2022 22:04
    Thanks @Aoife Kelly!​

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    Jeff
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    Original Message


  • 8.  RE: Region Roll out of Single Customer View Powered by Identity Resolution

    Posted 11-13-2023 17:37

    Hi @Aoife Kelly & @Gayathri Jaishankar

    Sorry to highjack an oldish thread, but had some more questions about the single customer view.

    Currently the list shows there was an interaction and some high-level info - but it's lacking any detailed information about the interaction (i.e. email body, chat/voice transcript, participant data) and there doesn't appear to a way to identify or open/expand the previous interaction.

    Are there any plans to at least show the correlating interaction ID in this view (or better yet, show some more of the interaction details like the participant data?)

    Thanks,
    Jeff



    ------------------------------
    Jeff
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    Original Message


  • 9.  RE: Region Roll out of Single Customer View Powered by Identity Resolution

    GENESYS
    Posted 11-16-2023 12:36

    Hi Jeff! I am the product manager for Single Customer View now, so happy to field any questions. This question is very timely.

    The short answer is - yes! There are plans to fold more interaction details into the customer journey.

    I am currently evaluating the case for email, and I do expect to kick this off next year and iterate rapidly from there. Your feedback would be immensely valuable - please feel free to reach out to me directly via email too.



    ------------------------------
    Julianne Chaloux
    Genesys - Employees
    Principal Product Manager
    ------------------------------

    Original Message


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