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Upcoming UI changes in agent desktop: Single customer view

  • 1.  Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 06-16-2022 10:11
    Edited by Matt Lawson 07-08-2022 13:23
      |   view attached

    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

    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 >


    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
    ------------------------------

    Attachment(s)



  • 2.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 06-20-2022 14:57
    Will external contacts become "Division Aware".

    ------------------------------
    Brenda Wynne
    Alcon Vision LLC
    ------------------------------



  • 3.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 07-01-2022 09:29
    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.

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



  • 4.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 07-01-2022 09:20
    Hi Lucie

     I hope you are well, I was just wondering if partners would be able to get early access to this feature so we can show to our customer base prior to go live.

    ------------------------------
    Sean Lindsay
    Kerv Experience Limited
    ------------------------------



  • 5.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 07-01-2022 09:31
    Hello, yes! This is in beta. Can you email me your organization info at lucie.decristofaro@genesys.com?

    Here's the idea with more details: https://genesyscloud.ideas.aha.io/ideas/DIG-I-633

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



  • 6.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 07-06-2022 17:32
    Hi. We currently are not leveraging the contact record from GC. Will my team notice any changes on their end that I need to review with them?

    ------------------------------
    LY LIM
    Cardinal Health 5, LLC
    ------------------------------



  • 7.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 07-08-2022 13:10
    Hey there, if you do not already leverage the contacts or the journey then no changes will be seen or perceived.

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



  • 8.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 07-08-2022 13:12

    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.



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



  • 9.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 07-08-2022 14:32
    Thanks. Don't need beta access when we currently do not leverage the feature at the moment.
    My question was what is the difference in the user customer if we are not leveraging external contacts? like will they see or do anything different?

    ------------------------------
    LY LIM
    Cardinal Health 5, LLC
    ------------------------------



  • 10.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 21 days ago
    Hi all,

    For beta customers please note this session endpoint: GET /api/v2/externalcontacts/contacts/{contactId}/journey/sessions will not be available temporarily as we prepare for General Availability release.

    This only impacts API users.

    There are no changes to the agent desktop.

    Thanks,
    Aoife
    Product Manager - Journey


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



  • 11.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 14 days ago

    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.

    7. Add this permission for any other roles that would need to see the journey tab as you see fit.

    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 4th August.

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

    Many thanks,



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



  • 12.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 14 days ago

    I don't see that permission available to select in my org.  Does that new permission not appear until August 4th?

     

     

    Brenda Wynne

    Senior Manager Contact Center & Fax Services

    IT Customer Collaboration

     

    6201 South Freeway

    Fort Worth, TX 76134-2099 United States

    T +1 682 200 4200 | M +1 682 209 4872

    Brenda.Wynne@alcon.com

     






  • 13.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 14 days ago
    Hi Brenda,

    Thanks for replying.

    It is available to be enabled across any role and all licences now.

    What licence are you trying to enable the permission on?



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



  • 14.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 12 days ago
    I figured I would add it to PureCloud User role.  What would you suggest?

    ------------------------------
    Brenda Wynne
    Alcon Vision LLC
    ------------------------------



  • 15.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 9 days ago
    Yes for standard roles; user would be the default to allow agents to see the journey tab.

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



  • 16.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 12 days ago
    I'm still not seeing the permission in my Org which is on US East or my Org based in Ireland

    ------------------------------
    Brenda Wynne
    Alcon Vision LLC
    ------------------------------



  • 17.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 9 days ago