As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hi all, 

In order to release to General Availability we have created a new permission to provide greater control for admins agent visibility of the Journey tab.

The new permission is called External Contacts > Session > View

To enable this permission:

1. Log on to your Genesys Cloud account.
2. Select Admin section on the horizontal nav bar.
3. Under the section People & Permissions. Select Roles/Permissions.
4. Select the User role.
   1. Note the User role is default if you use a custom role for agents you will need to add the permission under that role.
5. In the search box Permissions. Search for 'External Contacts'.
6. Tick the 'External Contacts > Session > View' from the list.

For beta customers; in order for agents to continue seeing the journey tab on the agent desktop admins must switch on the new permission by Thursday 4^th August.

If you have any Org specific questions please email me aoife.kelly@genesys.com

Many thanks,

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hi all,

In order to release to General Availability we have created a new permission to provide greater control for admins agent visibility of the Journey tab.

The new permission is called External Contacts > Session > View

To enable this permission:

1. Log on to your Genesys Cloud account.
2. Select Admin section on the horizontal nav bar.
3. Under the section People & Permissions. Select Roles/Permissions.
4. Select the User role.
   1. Note the User role is default if you use a custom role for agents you will need to add the permission under that role.
5. In the search box Permissions. Search for 'External Contacts'.
6. Tick the 'External Contacts > Session > View' from the list.

For beta customers; in order for agents to continue seeing the journey tab on the agent desktop admins must switch on the new permission by Thursday 4^th August.

If you have any Org specific questions please email me aoife.kelly@genesys.com

Many thanks,

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hi all,

In order to release to General Availability we have created a new permission to provide greater control for admins agent visibility of the Journey tab.

The new permission is called External Contacts > Session > View

To enable this permission:

1. Log on to your Genesys Cloud account.
2. Select Admin section on the horizontal nav bar.
3. Under the section People & Permissions. Select Roles/Permissions.
4. Select the User role.
   1. Note the User role is default if you use a custom role for agents you will need to add the permission under that role.
5. In the search box Permissions. Search for 'External Contacts'.
6. Tick the 'External Contacts > Session > View' from the list.

For beta customers; in order for agents to continue seeing the journey tab on the agent desktop admins must switch on the new permission by Thursday 4^th August.

If you have any Org specific questions please email me aoife.kelly@genesys.com

Many thanks,

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hi all,

In order to release to General Availability we have created a new permission to provide greater control for admins agent visibility of the Journey tab.

The new permission is called External Contacts > Session > View

To enable this permission:

1. Log on to your Genesys Cloud account.
2. Select Admin section on the horizontal nav bar.
3. Under the section People & Permissions. Select Roles/Permissions.
4. Select the User role.
   1. Note the User role is default if you use a custom role for agents you will need to add the permission under that role.
5. In the search box Permissions. Search for 'External Contacts'.
6. Tick the 'External Contacts > Session > View' from the list.

For beta customers; in order for agents to continue seeing the journey tab on the agent desktop admins must switch on the new permission by Thursday 4^th August.

If you have any Org specific questions please email me aoife.kelly@genesys.com

Many thanks,

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hi all,

In order to release to General Availability we have created a new permission to provide greater control for admins agent visibility of the Journey tab.

The new permission is called External Contacts > Session > View

To enable this permission:

1. Log on to your Genesys Cloud account.
2. Select Admin section on the horizontal nav bar.
3. Under the section People & Permissions. Select Roles/Permissions.
4. Select the User role.
   1. Note the User role is default if you use a custom role for agents you will need to add the permission under that role.
5. In the search box Permissions. Search for 'External Contacts'.
6. Tick the 'External Contacts > Session > View' from the list.

For beta customers; in order for agents to continue seeing the journey tab on the agent desktop admins must switch on the new permission by Thursday 4^th August.

If you have any Org specific questions please email me aoife.kelly@genesys.com

Many thanks,

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hi all,

In order to release to General Availability we have created a new permission to provide greater control for admins agent visibility of the Journey tab.

The new permission is called External Contacts > Session > View

To enable this permission:

1. Log on to your Genesys Cloud account.
2. Select Admin section on the horizontal nav bar.
3. Under the section People & Permissions. Select Roles/Permissions.
4. Select the User role.
   1. Note the User role is default if you use a custom role for agents you will need to add the permission under that role.
5. In the search box Permissions. Search for 'External Contacts'.
6. Tick the 'External Contacts > Session > View' from the list.

For beta customers; in order for agents to continue seeing the journey tab on the agent desktop admins must switch on the new permission by Thursday 4^th August.

If you have any Org specific questions please email me aoife.kelly@genesys.com

Many thanks,

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hi all,

In order to release to General Availability we have created a new permission to provide greater control for admins agent visibility of the Journey tab.

The new permission is called External Contacts > Session > View

To enable this permission:

1. Log on to your Genesys Cloud account.
2. Select Admin section on the horizontal nav bar.
3. Under the section People & Permissions. Select Roles/Permissions.
4. Select the User role.
   1. Note the User role is default if you use a custom role for agents you will need to add the permission under that role.
5. In the search box Permissions. Search for 'External Contacts'.
6. Tick the 'External Contacts > Session > View' from the list.

For beta customers; in order for agents to continue seeing the journey tab on the agent desktop admins must switch on the new permission by Thursday 4^th August.

If you have any Org specific questions please email me aoife.kelly@genesys.com

Many thanks,

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Friday July 8th update:

The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.

Hello folks!

We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hello folks!

We're getting ready to release our latest feature, single customer view. Region roll out from Wednesday 21st September. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hello folks!

We're getting ready to release our latest feature, single customer view. Region roll out from Wednesday 21st September. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hi Team,

Just wondering - should the Customer Journey show if an Inbound Call became a Callback (and is still waiting)?

For example: below highlighted inbound call left a Callback (and at the time of taking this screen shot, is still active and waiting)




When clicking on the call - it says the Call has ended (which is technically correct) but the interaction is still ongoing/waiting as a Callback



This would give the false impression that this interaction wasn't handled and no idea how it was ended (i.e. did the customer abandon, did we flow them out of the queue,  did they leave a callback, etc).

Is there any plans to show Callbacks or how the interaction ended (other than 'Ended')?

Cheers,

Hello folks!

We're getting ready to release our latest feature, single customer view. Region roll out from Wednesday 21st September. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hi Team,

Just wondering - should the Customer Journey show if an Inbound Call became a Callback (and is still waiting)?

For example: below highlighted inbound call left a Callback (and at the time of taking this screen shot, is still active and waiting)




When clicking on the call - it says the Call has ended (which is technically correct) but the interaction is still ongoing/waiting as a Callback



This would give the false impression that this interaction wasn't handled and no idea how it was ended (i.e. did the customer abandon, did we flow them out of the queue,  did they leave a callback, etc).

Is there any plans to show Callbacks or how the interaction ended (other than 'Ended')?

Cheers,

Hello folks!

We're getting ready to release our latest feature, single customer view. Region roll out from Wednesday 21st September. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hi Team,

Just wondering - should the Customer Journey show if an Inbound Call became a Callback (and is still waiting)?

For example: below highlighted inbound call left a Callback (and at the time of taking this screen shot, is still active and waiting)




When clicking on the call - it says the Call has ended (which is technically correct) but the interaction is still ongoing/waiting as a Callback



This would give the false impression that this interaction wasn't handled and no idea how it was ended (i.e. did the customer abandon, did we flow them out of the queue,  did they leave a callback, etc).

Is there any plans to show Callbacks or how the interaction ended (other than 'Ended')?

Cheers,

Hello folks!

We're getting ready to release our latest feature, single customer view. Region roll out from Wednesday 21st September. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

@Aoife Kelly  

Question for you: I see that the documentation states that SCV doesn't support campaigns, but it still should automatically populate the phone number in the search box and try to retrieve the contact. Can you confirm that this should be working for progressive-style campaigns within GC?

I have been testing and it is not working, and wanted to check if this is expected behavior or if I should open a ticket. Thanks!

Hi Team,

Just wondering - should the Customer Journey show if an Inbound Call became a Callback (and is still waiting)?

For example: below highlighted inbound call left a Callback (and at the time of taking this screen shot, is still active and waiting)




When clicking on the call - it says the Call has ended (which is technically correct) but the interaction is still ongoing/waiting as a Callback



This would give the false impression that this interaction wasn't handled and no idea how it was ended (i.e. did the customer abandon, did we flow them out of the queue,  did they leave a callback, etc).

Is there any plans to show Callbacks or how the interaction ended (other than 'Ended')?

Cheers,

Hello folks!

We're getting ready to release our latest feature, single customer view. Region roll out from Wednesday 21st September. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

Hi Peter,

Thanks for your question. 

It would be stitching if it auto stitched to the last modified contact, but here it is doing an auto search which is different to what was released in October on Phase 1 of Single Customer View. We deployed this change on the 7th December.

We had feedback from customers post release of Single Customer View that it was increasing average handling time to manually copy and paste the phone number. 

We are not showing the campaign conversation session in the journey tab. This was not part of Phase 1 of Single Customer View release but we it is part of Phase 2 to be released over the coming months. 

Thanks,
Aoife 

------------------------------
Aoife Kelly
Genesys - Employees

Original Message:
Sent: 02-09-2023 11:10
From: Peter Stoltenberg
Subject: Upcoming UI changes in agent desktop: Single customer view

@Aoife Kelly  

Question for you: I see that the documentation states that SCV doesn't support campaigns, but it still should automatically populate the phone number in the search box and try to retrieve the contact. Can you confirm that this should be working for progressive-style campaigns within GC?

I have been testing and it is not working, and wanted to check if this is expected behavior or if I should open a ticket. Thanks!

------------------------------
Peter Stoltenberg
TTEC Digital, LLC fka Avtex Solutions, LLC

Original Message:
Sent: 12-02-2022 04:33
From: Aoife Kelly
Subject: Upcoming UI changes in agent desktop: Single customer view

Hi Jeffrey,

Apologies missed this post until now. Callbacks are not stitched channels at the moment, so this is the behaviour at the moment from an agent initiated or API triggered callback. I fully realise that this is confusing within the UI. We made a decision to release SCV with not all the channels stitched in order to deliver some value in the journey.

We are chartering this at the moment and expect to deliver in Q1 next year. I will keep you posted.

Thanks,
Aoife

------------------------------
Aoife Kelly
Genesys - Employees

Original Message:
Sent: 10-24-2022 02:33
From: Jeffrey Hoogkamer
Subject: Upcoming UI changes in agent desktop: Single customer view

Hi @Aoife Kelly @Lucie DeCristofaro @Matt Lawson

Are you able to shed any light on the above about Callback visibility in the single customer view?​​​

Thanks,​

------------------------------
Jeff

Original Message:
Sent: 10-18-2022 02:56
From: Jeffrey Hoogkamer
Subject: Upcoming UI changes in agent desktop: Single customer view

Hi Team,

Just wondering - should the Customer Journey show if an Inbound Call became a Callback (and is still waiting)?

For example: below highlighted inbound call left a Callback (and at the time of taking this screen shot, is still active and waiting)




When clicking on the call - it says the Call has ended (which is technically correct) but the interaction is still ongoing/waiting as a Callback



This would give the false impression that this interaction wasn't handled and no idea how it was ended (i.e. did the customer abandon, did we flow them out of the queue,  did they leave a callback, etc).

Is there any plans to show Callbacks or how the interaction ended (other than 'Ended')?

Cheers,

------------------------------
Jeff

Original Message:
Sent: 09-16-2022 08:44
From: Aoife Kelly
Subject: Upcoming UI changes in agent desktop: Single customer view

We are now ready to roll the first phase of Single Customer view out on a per region basis from next Wednesday 21st September. Please see this post for details on the region roll out. Genesys Cloud CX

#Contactcenteragents #Omni-ChannelDesktop/UserInterface #UI
------------------------------
Aoife Kelly
Genesys - Employees

Original Message:
Sent: 06-16-2022 10:11
From: Lucie DeCristofaro
Subject: Upcoming UI changes in agent desktop: Single customer view

Hello folks!

We're getting ready to release our latest feature, single customer view. Region roll out from Wednesday 21st September. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

Let us know what questions you have.

Thank you,
Lucie

#Omni-ChannelDesktop/UserInterface

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------​​​​