Hello,
Genesys is constantly updating its user interface to follow industry trends and standards.
On Wednesday, May 10th, you will see style changes to the Agent User Interace for the Email channel. These are style changes only and do not change the user workflow.
The style changes are as follows:
1. Location of attachments - for both inbound and outbound email, the list of attachments for the email will be moved from the bottom of the agent's editor to the top.
Before: Attachments were at the tail end of the message.
After: Attachments are at the top of the editor so that they are clearly visible to the agent.
2. Added header details - all inbound email will arrive to the agent's view with added header details - recipients in the To field and recipients in the CC field will be listed when the email arrives.
Before: Agents would not see the cc recipients included in the email unless they selected Show Message History.
After: Details are visible when the email arrives.
3. Subject line visibility - the box surrounding the subject line will be more visible to agents.
Before: The agent would need to click around the subject line for highlighting to appear.
After: Greater visibility.
Please let me know if you have any questions about any of these changes.
Thanks!
Jody
#DigitalChannels
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Jody Nabuurs
Genesys - Employees
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