Genesys Cloud - UI New Features

We just had a recent UI update push out (3/25/2025?) that changed the Agent Desktop, and the feedback form my users is that it has made it more difficult to see when an Interaction has ended. I don't see it called out specifically in the update notes, but may have been part of the Wrap Up enhancement.

Prior to the update, when an Interaction ended the Phone icon would have a slash through it

Now, post-update - the phone icon changes from black to a gray.  While I can see the clean esthetic that the developers are going for, agents relay on the visual change to catch their attention.  If they were mid-conversation and the line dropped, they might not notice the call has ended.  Depending on the ACW allowed, this could surprise them with an unexpected call.

I don't know if this is the correct forum, or if this should be put over in Ideas -- but my users would like to make their voice heard to return this to the more visible slash.

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Peter DeMarco
na
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Hi @Peter DeMarco

Actually this was announced in early Febraury

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Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 03-26-2025 14:51
From: Peter DeMarco
Subject: UI update - Agent Desktop - a step backwards?

We just had a recent UI update push out (3/25/2025?) that changed the Agent Desktop, and the feedback form my users is that it has made it more difficult to see when an Interaction has ended. I don't see it called out specifically in the update notes, but may have been part of the Wrap Up enhancement.

Prior to the update, when an Interaction ended the Phone icon would have a slash through it

Now, post-update - the phone icon changes from black to a gray.  While I can see the clean esthetic that the developers are going for, agents relay on the visual change to catch their attention.  If they were mid-conversation and the line dropped, they might not notice the call has ended.  Depending on the ACW allowed, this could surprise them with an unexpected call.

I don't know if this is the correct forum, or if this should be put over in Ideas -- but my users would like to make their voice heard to return this to the more visible slash.

------------------------------
Peter DeMarco
na
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Thank you for the link, Nicholas.  I had spotted it in my search, but skimmed past it thinking it was only for Messaging Apps (we don't currently use).

My user base still has a point that the shift from black to gray is too subtle to catch their attention if they are focused on another window/monitor.  If the line through the icon is going to stay away, perhaps a lighter shade of gray would make it more obvious.

Hi @Peter DeMarco

Actually this was announced in early Febraury

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 03-26-2025 14:51
From: Peter DeMarco
Subject: UI update - Agent Desktop - a step backwards?

We just had a recent UI update push out (3/25/2025?) that changed the Agent Desktop, and the feedback form my users is that it has made it more difficult to see when an Interaction has ended. I don't see it called out specifically in the update notes, but may have been part of the Wrap Up enhancement.

Prior to the update, when an Interaction ended the Phone icon would have a slash through it

Now, post-update - the phone icon changes from black to a gray.  While I can see the clean esthetic that the developers are going for, agents relay on the visual change to catch their attention.  If they were mid-conversation and the line dropped, they might not notice the call has ended.  Depending on the ACW allowed, this could surprise them with an unexpected call.

I don't know if this is the correct forum, or if this should be put over in Ideas -- but my users would like to make their voice heard to return this to the more visible slash.

------------------------------
Peter DeMarco
na
------------------------------