Hello, thanks for the question! Contacts themselves will not become division aware with this release. Note that the current interaction history is division aware. This means that if the contact (person) has multiple interactions across multiple divisions, you can limit visibility of those interactions per division or you can allow agents to see all interactions across divisions.
The new journey is not division aware. You can see the full single customer view across divisions. If this doesn't work due to compliance, you have the choice to not leverage the feature and enable it for agents.
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Lucie DeCristofaro
Genesys - Employees
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Original Message:
Sent: 06-20-2022 14:57
From: Brenda Wynne
Subject: Upcoming UI changes in agent desktop: Single customer view
Will external contacts become "Division Aware".
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Brenda Wynne
Alcon Vision LLC
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. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center| Genesys Cloud Resource Center | remove preview |
| | Future release announcements - Genesys Cloud Resource Center | | Learn about upcoming Genesys Cloud features and related UI changes. For information about features scheduled for the next Genesys Cloud feature release, see Features coming soon. Genesys Cloud will perform rolling updates to the telephony administrator UI over the next few months. The changes may include updated icons for better visual alignment with other settings throughout the platform. | | View this on Genesys Cloud Resource Center > |
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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
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Lucie DeCristofaro
Genesys - Employees
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