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  • 1.  Thoughts on the 10-Part Tool Kit?

    Posted 10-24-2024 13:59
    Edited by Matt Lawson 10-25-2024 14:06

    Hey Everyone,

    Thanks so much for using this community to learn about and discuss this exciting new multi-panel feature! We would love to know your thoughts on the tool kit? 

    What is the tool kit? You can find all ten (10) entries for the multi-panel agent workspace in our library: Library. Here is the full 10-Part Table of Contents:

    1. Getting Started: The Multipanel Agent Workspace Toolkit
    2. Timing considerations: When should we start opting in? 
    3. Sharing with leadership: an email template and video
    4. How To: give agents permission 
    5. Sharing with agent supervisors: an email template 
    6. Sharing with agents: email template, best practices one page guide, and a video
    7. Sharing with agents: Workspace update overview video
    8. Communications with agents: at the time of launch
    9. How to: opt-in and opt-out for agents 
    10. Communications with agents: recurring reminders to opt-in

    Naturally, we recommend you go in order to learn about this exciting new feature and let us know your thoughts on the experience. 

    Cheers,

    Matt



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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 2.  RE: Thoughts on the 10-Part Tool Kit?

    Posted 02-06-2025 13:23

    The toolkit is amazing, we felt so secure in knowing what to expect, how to make the changes, etc. I would love to see this same toolkit model used with additional changes/feature releases.

    The only question I have is the date in which the old view will be disabled. Is it removed by region (similar to releases) or will it be removed all at once? Do we have a hard date and time in which that will happen? It would be good to know since we operate 24/7.



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    Laura Callaway
    Application Analyst
    St. Luke's Health System
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  • 3.  RE: Thoughts on the 10-Part Tool Kit?

    Posted 02-06-2025 14:33

    Hi @Laura Callaway 

    We appreciate the positive feedback.  The old view will be retired on 3/31 following the release cadence based on region.

    Thanks,



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    Nicholas Robinson
    Principal Product Manager
    Genesys - Employees
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    Original Message


  • 4.  RE: Thoughts on the 10-Part Tool Kit?

    Posted 03-10-2025 07:02
    Edited by Alex Slocum 03-10-2025 07:09

    Great idea!

    Question:  When adding Virtual Agent, Agent Scripting; Co-Pilot will they auto populate as panels are will they need to added manually via settings?

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    Alex Slocum
    n/a
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    Original Message


  • 5.  RE: Thoughts on the 10-Part Tool Kit?

    Posted 03-10-2025 19:17

    The Tool Kit was a fantastic idea and assisted us in introducing the changes to our team.  It would be great if this toolkit model could be applied to all updates/changes in the future.



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    Keryl Murray
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  • 6.  RE: Thoughts on the 10-Part Tool Kit?

    Posted 03-11-2025 06:41

    Thanks for the great feedback, @Keryl Murray and @Laura Callaway

    Good news: We will be using the tool kit concept in the future for major releases that impact agent workflows! If there are any specific assets that were more or less helpful, or anything we missed, please let me know. 



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    Allison Castelot
    Product Marketing Director
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    Original Message


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