My apologies, when you said "Share timeline for re-release of the feature in next 3 to 4 weeks." I thought you meant the re-release would be within 3-4 weeks, not that you would provide a timeline by then.
Views expressed are my own and do not necessarily reflect those of my employer.
Original Message:
Sent: 08-19-2024 01:50
From: Hitesh Haran
Subject: Upcoming Beta - Direct Routing
Hi Paul, our dev teams are looking into this on priority. As mentioned in my last post, we will have a better idea in next 1-2 weeks about when this feature can be re-released.
Regds
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Hitesh Haran
Genesys - Employees
Original Message:
Sent: 08-16-2024 16:47
From: Paul Simpson
Subject: Upcoming Beta - Direct Routing
@Hitesh Haran,
Can we have an update on progress towards this, please? We are approaching the timeframe you gave for re-releasing the feature. Is that still looking realistic?
Thanks!
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
Original Message:
Sent: 08-05-2024 09:23
From: Hitesh Haran
Subject: Upcoming Beta - Direct Routing
Latest Updates
Since the last announcement, please find below information on further developments.
- Direct routing feature has been rolled back across all the production regions.
- Work is underway to assess issues and identify potential solutions to address them.
- Next steps
- Conduct architectural review of potential solutions and plan for development activities
- Share timeline for re-release of the feature in next 3 to 4 weeks.
We apologize for the inconvenience caused by the rollback. We appreciate your patience and support as we work towards re-release of this feature.
For further details of the known issues/caveats please refer to the last post.
Best regards
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Hitesh Haran
Genesys - Employees
Original Message:
Sent: 07-26-2024 16:59
From: Hitesh Haran
Subject: Upcoming Beta - Direct Routing
IMPORTANT Updates
Above mentioned issue is only encountered when customers have set-up queues in a 'mixed/hybrid' mode. In this mode same set of agents on the queues are configured to receive interactions via Direct routing as well as through another ACD routing method like Bullseye, Standard etc. In such situation customers are going to see impact on Idle, Idle % and Occupancy metrics reports. If you rely on these report to track performance and take operational decisions then you are advised to avoid such Direct Routing configuration.
For a queue built with agents to receive interactions only via Direct routing ('dedicated' mode) , there would be no impact on the reporting.
NOTE
If you are already using a dedicated Direct Routing mode and would like to continue with it, then we can help you exclude your org from the rollback. But please be aware that you may be required to update/modify your configuration of Queues, Architect flows, permissions etc once we are ready to re-release the fixed version. So, with above information if you would like to exclude your org from the upcoming rollback, please send following org details to hitesh.haran@genesys.com
- Your Org name
- Org ID and
- Region of the org
We appreciate you patience and support while we sort out this issue.
Many Thanks
Updates - 29th Jul 2024
You beta orgs are whitelisted by default. So, you are not required to share info of your Beta orgs again. This post is about sharing details of any additional orgs you might like to whitelist based on the 'mode' and related impact described above.
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Hitesh Haran
Genesys - Employees
Original Message:
Sent: 07-26-2024 05:37
From: Hitesh Haran
Subject: Upcoming Beta - Direct Routing
IMPORTANT - Upcoming rollback of Direct Routing feature
We had released Direct routing feature in general availability in the week of 8th Jul 2024. Following this release, discrepancies were reported in agent counts and ions used for routing and presence status displayed though dashboard widgets and analytics view (e.g. Queue Activity Detail).
After further analysis, we have found following area where customer will likely see the impact.
1. Same agent counted as 'Idle' and as 'Available'. This will cause confusion with agent counts displayed across analytics views and dashboard widgets.
2. Agents displayed as "Available" with blue circle icon instead of solid green circle.
3. Aggregate analytics metrics like Idle, Idle % and Occupancy may be misleading.
What was the cause of these issues?
Direct routing has a special feature which allows agents to receive calls/SMS/email even while being in 'Off-Queue' and 'Available' status. This special feature is enabled only for those agents granted with a new Direct Routing permission - Routing > Conversation > Accept Off-Queue
It turns out, that this very feature resulted in the above-mentioned issues. The problem may be further magnified where following wildcard permissions are being used. These wildcard permissions can lead to large number of agents being automatically granted the new Accept Off-Queue permission and hence further skewing Idle, Idle % and Occupancy metrics.
1. Routing > *.*
2. Routing > Conversation > *.*
What happens next?
As a result of the above situation, it has been decided to rollback the whole Direct Routing feature until all the issues are addressed and we are ready to re-launch this feature. We will keep you informed though our usual release notes and announcements in the Resource center. The rollback process is expected to be completed within next few days.
What does this mean for your Genesys Cloud organizations?
1. Your Beta organizations will be excluded from the rollback. This will allow you to test out the updated version of the feature when released.
2. You may have started using Direct routing feature in your production orgs. If you would like to exclude such orgs from the rollback, please send me below mentioned details of your org at hitesh.haran@genesys.com
a. Your org name to be excluded from the rollback.
b. Org ID and
c. Region of your org
We sincerely apologize for any inconvenience caused during the rollout and subsequent pause to the feature release.
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Hitesh Haran
Genesys - Employees
Original Message:
Sent: 05-11-2023 13:31
From: trey buck
Subject: Upcoming Beta - Direct Routing
Hi Everyone,
For many years Genesys Cloud users could only be reached directly through Communicate. Direct Routing is a new feature that offers a path for customers to reach specific individuals based on the number called or texted, or the email address assigned to a specific user while maintaining all queue-related functionality. This means users who would typically fall outside of the traditional definition of "agents" can now be contacted directly through a queue, even without necessarily having to go "On Queue." Insurance agents, financial advisors, and sales reps are good examples of these types of users who have direct, one-to-one relationships with their customers. Direct Routing enables these individuals to have all the benefits of queue- and ACD-based interactions!
Click here to apply for the Direct Routing beta.
Beta is planned to start at the end of May and extend through July (and possibly further). Once accepted to the Beta, Genesys will enable Direct Routing for your organization, provide getting started instructions, and add you to our private Beta community for sharing learnings and feedback.
Thank you and looking forward to your participation!
Trey Buck
#BetaAnnouncement
#BetaAnnouncement
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Trey Buck
Genesys - Employees
Senior Product Manager
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