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  • 1.  Upcoming Agent UI Changes - Improved Digital Transfer Experience

    GENESYS
    Posted 03-03-2023 16:01

    We're excited to announce and give you a preview of an Improved Digital Transfer experience for the Genesys Cloud Agent and embedded client UI.

    Digital channels: 
    Email, SMS, Web Messaging, 3rd Party Messaging and Open messaging

    The Benefits of this feature:
    •    Agents will have more visibility to when transfers are accepted
    •    Agents will have the ability to cancel and change the transfer target

    This feature is an enhancement to the Agent UI leveraging the New Target Selection UI transfer experience which is releasing separately - community post

    We currently target to launch this feature in June 2023.

    See here for more details.


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface

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    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------


  • 2.  RE: Upcoming Agent UI Changes - Improved Digital Transfer Experience

    Posted 03-03-2023 16:17

    Atsushi,

    Is this plugging the black hole when emails are transferred to people not at their desk or that decline the email - where it just disappears for no reason?  If so, great news and thank you!!!!

    Happy cartoon man jumping for joy Royalty Free Vector Image



    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Upcoming Agent UI Changes - Improved Digital Transfer Experience

    GENESYS
    Posted 03-03-2023 18:01

    Robert, 

    Yes, indeed this feature is to improve the current digital transfer. 
    One can track this progress from the Genesys Ideas Portal:
    Don't close an interaction after aborting | Genesys Cloud Ideas Portal

    Stay tuned.

    Atsushi



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Upcoming Agent UI Changes - Improved Digital Transfer Experience

    GENESYS
    Posted 04-14-2023 13:56

    Important notes with respect to voice agent experience: 

    Please note after this improved digital transfer is GA, both voice and digital interaction transfer will adapt the New Target Selection UI. 



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Upcoming Agent UI Changes - Improved Digital Transfer Experience

    Posted 06-27-2023 21:29

    Exactly as Robert stated... When this goes live/GA, this will be massive!!!Party popper



    ------------------------------
    L.B.
    APAC (Sydney) | Fed
    ------------------------------

    Original Message


  • 6.  RE: Upcoming Agent UI Changes - Improved Digital Transfer Experience

    GENESYS
    Posted 13 days ago

    We are now targeting to release this new digital agent-to-agent transfer feature in October 2023.
    As a reminder, both Genesys Cloud and Embedded client will adapt this new digital transfer feature. 

    Genesys Community post: Agent UI Update - Improved Digital Transfer Experience for more information.

    You can still join this Beta if you're interested in experiencing this feature. 



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------

    Original Message


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