Genesys Cloud - Main

Hi Ricky,

Thanks for the update.
Will this apply to Genesys Cloud for Salesforce?

Hello!

Is there a beta available for this? We have a customer who has wishes about the agent UI. We would love to share those.

Question about the personalization of the workspace - do the agents it by themselves or are there some defaults that are configured by admins?

Same [good] question our team had, @Marja Korander. Ideally our admin team would be able to define the default organization wide UI [configuration] experience (e.g. we don't use the Contact Profiles or Journey panels and would hide those by default), similar to how we did in PureConnect. Perhaps we could do it via Admin > Panel Manager?

Would also be nice if there was a "reset to default" button that users could click to return to the organizational default, as well as the ability to lock changes down (via a division-aware permission) so they could not change the organizational default.

Question about the personalization of the workspace - do the agents it by themselves or are there some defaults that are configured by admins?

Hi Ricky,

When the beta will be available for registering?

Hi Ricky,

Will this allow agent's to minimize / hide or resize the left most panel which holds/shows the interactions or will that always be there at the set size?

@Anton Vroon the left most panel (a.k.a conversation roster) can not be minimize or hidden. It is fixed size.

Hi Ricky,

Will this allow agent's to minimize / hide or resize the left most panel which holds/shows the interactions or will that always be there at the set size?

Thanks Ricky,

That is unfortunate, for contact centers that only handle 1 conversation at a time, it uses up a bunch of screen real estate with little to no benefit.

@Anton Vroon the left most panel (a.k.a conversation roster) can not be minimize or hidden. It is fixed size.

Hi Ricky,

Will this allow agent's to minimize / hide or resize the left most panel which holds/shows the interactions or will that always be there at the set size?

I completely agree with Anton. As I said in the last announcement as a comment, it is actually unacceptable for us that the panel can only be opened either completely or not at all.

Thanks Ricky,

That is unfortunate, for contact centers that only handle 1 conversation at a time, it uses up a bunch of screen real estate with little to no benefit.

@Anton Vroon the left most panel (a.k.a conversation roster) can not be minimize or hidden. It is fixed size.

Hi Ricky,

Will this allow agent's to minimize / hide or resize the left most panel which holds/shows the interactions or will that always be there at the set size?

Thanks Ricky,

That is unfortunate, for contact centers that only handle 1 conversation at a time, it uses up a bunch of screen real estate with little to no benefit.

@Anton Vroon the left most panel (a.k.a conversation roster) can not be minimize or hidden. It is fixed size.

Hi Ricky,

Will this allow agent's to minimize / hide or resize the left most panel which holds/shows the interactions or will that always be there at the set size?

@Anton Vroon we have and will continue to explore different concepts for single interaction only model to eliminate or minimize the amount of empty space. Unfortunately it is not in scope of this project.

Thanks Ricky,

That is unfortunate, for contact centers that only handle 1 conversation at a time, it uses up a bunch of screen real estate with little to no benefit.

@Anton Vroon the left most panel (a.k.a conversation roster) can not be minimize or hidden. It is fixed size.

Hi Ricky,

Will this allow agent's to minimize / hide or resize the left most panel which holds/shows the interactions or will that always be there at the set size?

Are we thinking of providing a 'switch' to toggle between the old and new UI? Like we had for a while with the architect view.... 

Hi,

Any news on the actual release date?

Hi Patricia

We are now targeting late March early April for Beta Release.

Thanks so much for your patience

Hi,

Any news on the actual release date?

Is there any update on this?  Is this in Beta yet or still being worked on?

Thanks!

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Daniel Kocsak
AAA Club Alliance Inc.
------------------------------

Hi Rick,

Would it be possible for customers to use/upload their own font in the new UI?

Thanks!

Peter

Hi Ricky,

Does this have any impact on Interaction Widgets created by AppFoundry partners? Would those be presented as their own panel? If they are still going to be supported, is there anything that will need to be considered when implemented (beta or GA) such as changes to the widget width and widget selection icon?

------------------------------
Howard Frenkel
Genesys - Employees
------------------------------

Will there be a way to display different panels to different users?

For instance, one group we may want agent assist and notes to be displayed first, but other groups don't use those panels so they don't need to be in front.

Along the same lines as Daniel's question, how granular will this configuration be? The original post says "per interaction type" and then in in thread it says that it will initially be configured by the agent. Does this mean the agent will have the ability to configure this separately based on interaction type?

I agree with what others have said about the need to control this configuration administratively. While this may not be included in the initial release, I wonder if any thought has been given to what level this will be to be configured at from an admin perspective (division, interaction type, queue, etc)? 

Along the same lines as Daniel's question, how granular will this configuration be? The original post says "per interaction type" and then in in thread it says that it will initially be configured by the agent. Does this mean the agent will have the ability to configure this separately based on interaction type?

I agree with what others have said about the need to control this configuration administratively. While this may not be included in the initial release, I wonder if any thought has been given to what level this will be to be configured at from an admin perspective (division, interaction type, queue, etc)? 

Well Hello, Emily,

Great minds think alike lol. It was nice to see you at Xperience, I didn't expect to cross paths again so soon.

Along the same lines as Daniel's question, how granular will this configuration be? The original post says "per interaction type" and then in in thread it says that it will initially be configured by the agent. Does this mean the agent will have the ability to configure this separately based on interaction type?

I agree with what others have said about the need to control this configuration administratively. While this may not be included in the initial release, I wonder if any thought has been given to what level this will be to be configured at from an admin perspective (division, interaction type, queue, etc)? 

@Ricky Phung Why did the "List View" icon show up in the in left panel/ toolbar that leads to the 'Workitems List' view?  

It seems to be an update that was released early.  I don't see where permissions are even tied to it in the Resource Center.  What can you tell us about removing this feature?

------------------------------
Nathan Smith
WTI Holdings LLC
------------------------------

@Nathan Smith - I just noticed that "List View" has shown up for us as well (Work with List View), and we currently don't use/have licenses for the Work Items feature.

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Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------


Original Message:
Sent: 05-29-2024 14:58
From: Nathan Smith
Subject: Upcoming Agent UI Update - Multi-contextual Panels

@Ricky Phung Why did the "List View" icon show up in the in left panel/ toolbar that leads to the 'Workitems List' view?  

It seems to be an update that was released early.  I don't see where permissions are even tied to it in the Resource Center.  What can you tell us about removing this feature?

------------------------------
Nathan Smith
WTI Holdings LLC

This showed up for us as well. We also don't use the feature so would like an option to remove it from view.

@Nathan Smith - I just noticed that "List View" has shown up for us as well (Work with List View), and we currently don't use/have licenses for the Work Items feature.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 05-29-2024 14:58
From: Nathan Smith
Subject: Upcoming Agent UI Update - Multi-contextual Panels

@Ricky Phung Why did the "List View" icon show up in the in left panel/ toolbar that leads to the 'Workitems List' view?  

It seems to be an update that was released early.  I don't see where permissions are even tied to it in the Resource Center.  What can you tell us about removing this feature?

------------------------------
Nathan Smith
WTI Holdings LLC

@Ricky Phung Why did the "List View" icon show up in the in left panel/ toolbar that leads to the 'Workitems List' view?  

It seems to be an update that was released early.  I don't see where permissions are even tied to it in the Resource Center.  What can you tell us about removing this feature?

Thanks for brining this to our attention. I've reached out internally to responsible team to look into the situation.

@Ricky Phung Why did the "List View" icon show up in the in left panel/ toolbar that leads to the 'Workitems List' view?  

It seems to be an update that was released early.  I don't see where permissions are even tied to it in the Resource Center.  What can you tell us about removing this feature?

Our internal org are now able to try it out, and we are currently checking it out, but it seems that we are experiencing a situation where the call button does not appear when making a preview dialering.

Could you please look into this as well?

Thanks for brining this to our attention. I've reached out internally to responsible team to look into the situation.

@Ricky Phung Why did the "List View" icon show up in the in left panel/ toolbar that leads to the 'Workitems List' view?  

It seems to be an update that was released early.  I don't see where permissions are even tied to it in the Resource Center.  What can you tell us about removing this feature?

Our internal org are now able to try it out, and we are currently checking it out, but it seems that we are experiencing a situation where the call button does not appear when making a preview dialering.

Could you please look into this as well?

------------------------------
Takashi Takasaki
Genesys - Employees
------------------------------


Original Message:
Sent: 05-29-2024 16:46
From: Ricky Phung
Subject: Upcoming Agent UI Update - Multi-contextual Panels

Thanks for brining this to our attention. I've reached out internally to responsible team to look into the situation.

------------------------------
Rick Phung
Genesys - Employees


Original Message:
Sent: 05-29-2024 14:58
From: Nathan Smith
Subject: Upcoming Agent UI Update - Multi-contextual Panels

@Ricky Phung Why did the "List View" icon show up in the in left panel/ toolbar that leads to the 'Workitems List' view?  

It seems to be an update that was released early.  I don't see where permissions are even tied to it in the Resource Center.  What can you tell us about removing this feature?

------------------------------
Nathan Smith
WTI Holdings LLC

Hi all,

I tested the feature and noticed that the layout is not preserved if you log out and then log back in. It would be nice if the last layout would be preserved.

Thanks for the feedback.. Yes this is something we are considering for the next ideation.  Thanks

Hi all,

I tested the feature and noticed that the layout is not preserved if you log out and then log back in. It would be nice if the last layout would be preserved.

DTMF doesn't seem to be working when calling out. I see someone else posted about this...https://community.genesys.com/discussion/dial-pad-not-working#bmccd87952-95d0-4e29-be79-01900740f2ed

We are also unable save the resize the wrap code panel. 

A 3rd thing which is more of an observation than an issue is the Secure pause icon no longer turns red when clicked, It changes the icon to a closed lock. 

Thanks for the feedback.. Yes this is something we are considering for the next ideation.  Thanks

Hi all,

I tested the feature and noticed that the layout is not preserved if you log out and then log back in. It would be nice if the last layout would be preserved.

Thanks Nick,  I will post an update once they become available

DTMF doesn't seem to be working when calling out. I see someone else posted about this...https://community.genesys.com/discussion/dial-pad-not-working#bmccd87952-95d0-4e29-be79-01900740f2ed

We are also unable save the resize the wrap code panel. 

A 3rd thing which is more of an observation than an issue is the Secure pause icon no longer turns red when clicked, It changes the icon to a closed lock. 

Thanks for the feedback.. Yes this is something we are considering for the next ideation.  Thanks

Hi all,

I tested the feature and noticed that the layout is not preserved if you log out and then log back in. It would be nice if the last layout would be preserved.

This morning we've encountered intermittent issues with ending callbacks. 

Agents are selecting wrap up code, but the calls will not wrap and end. There used to be a end callback button, but its no longer there. 

Thanks Nick,  I will post an update once they become available

DTMF doesn't seem to be working when calling out. I see someone else posted about this...https://community.genesys.com/discussion/dial-pad-not-working#bmccd87952-95d0-4e29-be79-01900740f2ed

We are also unable save the resize the wrap code panel. 

A 3rd thing which is more of an observation than an issue is the Secure pause icon no longer turns red when clicked, It changes the icon to a closed lock. 

Thanks for the feedback.. Yes this is something we are considering for the next ideation.  Thanks

This morning we've encountered intermittent issues with ending callbacks. 

Agents are selecting wrap up code, but the calls will not wrap and end. There used to be a end callback button, but its no longer there. 

Thanks Nick,  I will post an update once they become available

DTMF doesn't seem to be working when calling out. I see someone else posted about this...https://community.genesys.com/discussion/dial-pad-not-working#bmccd87952-95d0-4e29-be79-01900740f2ed

We are also unable save the resize the wrap code panel. 

A 3rd thing which is more of an observation than an issue is the Secure pause icon no longer turns red when clicked, It changes the icon to a closed lock. 

Thanks for the feedback.. Yes this is something we are considering for the next ideation.  Thanks

Hi all,

I tested the feature and noticed that the layout is not preserved if you log out and then log back in. It would be nice if the last layout would be preserved.

This morning we've encountered intermittent issues with ending callbacks. 

Agents are selecting wrap up code, but the calls will not wrap and end. There used to be a end callback button, but its no longer there. 

------------------------------
Nick Argeson
Bethlehem Shared Services LLC.
------------------------------


Original Message:
Sent: 06-11-2024 12:24
From: Nicholas Robinson
Subject: Upcoming Agent UI Update - Multi-contextual Panels

Thanks Nick,  I will post an update once they become available

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees
------------------------------


Original Message:
Sent: 06-11-2024 10:10
From: Nick Argeson
Subject: Upcoming Agent UI Update - Multi-contextual Panels

DTMF doesn't seem to be working when calling out. I see someone else posted about this...https://community.genesys.com/discussion/dial-pad-not-working#bmccd87952-95d0-4e29-be79-01900740f2ed

We are also unable save the resize the wrap code panel. 

A 3rd thing which is more of an observation than an issue is the Secure pause icon no longer turns red when clicked, It changes the icon to a closed lock. 

------------------------------
Nick Argeson
Bethlehem Shared Services LLC.


Original Message:
Sent: 06-04-2024 07:54
From: Nicholas Robinson
Subject: Upcoming Agent UI Update - Multi-contextual Panels

Thanks for the feedback.. Yes this is something we are considering for the next ideation.  Thanks

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees

When you are handling a call, can you still get the conversation ID during the ongoing call? There seems to be no "Get Interaction URL" button in the updated UI.  

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Marja Korander
OP Financial Group
------------------------------

@Nicholas - Will the new opt-in/out toggle that was just added be a permanent feature?

Hi Brian,  The  opt in/out feature temporary and will enable through Q1 of 2025 (during target GA October).  This will allow time for users to adopt to Multi Contextual Panel view, before it becomes permanent.

@Nicholas - Will the new opt-in/out toggle that was just added be a permanent feature?

@Nicholas Robinson WIth the Opt in is there any data that is shared with Genesys?  Or is it simply that this will be in the environment and the toggle will be to enable it if needed/wanted?

Hi Brian,  The  opt in/out feature temporary and will enable through Q1 of 2025 (during target GA October).  This will allow time for users to adopt to Multi Contextual Panel view, before it becomes permanent.

@Nicholas - Will the new opt-in/out toggle that was just added be a permanent feature?

Has there been any mitigation to the DTMF tones not working?