UPDATE 07/04/23: The End of Life is approaching for the the old "Customer Journey Tab" view, EOL is 26th of April, 2023. If your org has not already taken the steps outlined below to opt-in to the required permission External Contacts > Session > View for the relevant roles, please do so at your earliest convenience.

In the event that your org does not make the change ahead of the End of Life, the new view will not be visible to the roles. The user will be presented with the following error message, the user will have to request an Admin or Supervisor to add the permission to the relevant role in order to see the updated view.

UPDATE 22/02/23: The End of Life for the legacy customer journey tab view is the 26th April, 2023. Please add the permission as mentioned in the article below ahead of this date.

Hi Community, 

As part of the communication of the release of Single Customer View in September 2022 we advised of the available enhancements to Predictive Engagement users of the Customer Journey Tab view. The phase 1 release document is attached.

In the coming weeks we will be announcing a date for the retirement of the old customer journey tab view and therefore asking orgs to change their view to the new customer journey tab view in advance of this. In order to change the view, the required permission External Contacts > Session > View should be added to the relevant roles, for example:

1. Agents that require access to the Customer Journey Tab in "Agent Desktop" 
2. Agents that require access to the Customer Journey Tab in the embedded Salesforce view
3. Supervisors that need access in “LiveNow”
4. Supervisors that need access in the “Interactions View”
5. Also please check other custom roles in your org that may require the permission 

If your org is already availing of the Single Customer View in the journey panel having previously opted in to the permission mentioned earlier, there is no action required.

Please see the images below which illustrate as an example the "LiveNow", "Agent Desktop" journey information view before adding the permission and after adding the permission. 

Note:The Interactions View (this is found under Analytics>Performance>Interactions Report, https://help.mypurecloud.com/articles/view-an-interactions-predictive-engagement-journey-data/) of the Customer Journey Tab will not update immediately on opt-in to the permission. This will update in the coming weeks following the release of new functionality for that view that will be delivered ahead of the End of Life of the legacy customer journey tab view. In the mean time the current view will display following opt in. 

Before Adding Permission

LiveNow

Agent Desktop

After Permission Added

LiveNow

Agent Desktop

The timeline will be updated in an edit at the top of this post when more information is available. 

If you have any questions in the mean time please email me shane.lawless@genesys.com

Note: Activating  this permission will enable all conversation data to be visible on all views. It is not possible to limit access by divisions. This is a feature that will be delivered in the future.  

Many thanks,

#Omni-ChannelDesktop/UserInterface#feature#Omni-ChannelDesktop/UserInterface#PredictiveEngagement#Omni-ChannelDesktop/UserInterface#CustomerJourney#Omni-ChannelDesktop/UserInterface

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Shane Lawless
Genesys - Employees
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Attachment(s)

Genesys - Single Customer View Overview Phase 1 Release.pdf   4.40 MB 1 version