Hi, my name is David Murray and I've recently joined the Genesys Product Management team. I am taking on responsibility for implementing improvements to the Inactivity Timeout Feature. I will be reviewing the implementation with the Development Team to determine how we make improvements to the feature without incurring the unintended side effects. Keep an eye out for further updates.
Original Message:
Sent: 06-30-2023 14:39
From: Becky Powell
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Hi Lee, please note that the feature itself is still available - we only rolled back an enhancement to exclude certain API calls, because we received multiple reports of conversations being ended mid-interaction. There is no way to reintroduce the initial round of improvements without reintroducing the impact to open interactions. Instead, we will build out controls that customers can use to exclude certain API calls if they choose to accept the potential impact to ongoing interactions. I hope to introduce this new feature set later this year.
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Becky Powell
Director, Product Management
Genesys - Employees
Original Message:
Sent: 06-29-2023 18:01
From: Lee Smith
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Could you please advise where this is at as it is a feature we are needing asap.
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Lee Smith
Genesis Energy
Original Message:
Sent: 06-29-2023 17:54
From: Lee Smith
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Hi @Becky Powell
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Lee Smith
Genesis Energy
Original Message:
Sent: 05-11-2023 17:24
From: Becky Powell
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Update: we are not able to roll forward this feature without reintroducing customer impact. We are currently evaluating other options to improve the Inactivity Timeout feature.
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Becky Powell
Director, Product Management
Genesys - Employees
Original Message:
Sent: 04-21-2023 12:30
From: Becky Powell
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Please note that we have temporarily rolled back a recent improvement to the Inactivity Timeout feature.
Customers reported that the change to exclude certain API calls from resetting the timer caused some agents to be disconnected from interactions. In response we have decided to roll that change back temporarily until we can mitigate the issue.
We are aiming to have the feature re-enabled soon. Please watch this post for updates - we will let you know when we toggle the feature back on.
We apologize for any inconvenience.
#Roadmap/NewFeatures
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Becky Powell
Director, Product Management - Core Platform
Genesys Cloud
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