Thanks for confirming. I was worried for a second there. :)
Original Message:
Sent: 05-08-2025 15:06
From: Richard Chandler
Subject: Voice consult UI improvement and new digital consult and warm transfer feature
Hi Ricky,
I've completed some more testing. I believe I was mistaken and the consultant portion has not yet updated.
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Richard Chandler
Connect
Original Message:
Sent: 05-08-2025 13:50
From: Ricky Phung
Subject: Voice consult UI improvement and new digital consult and warm transfer feature
Hi Richard, Could you share a screenshot of what you're seeing?
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Rick Phung
Genesys - Employees
Original Message:
Sent: 05-08-2025 10:59
From: Richard Chandler
Subject: Voice consult UI improvement and new digital consult and warm transfer feature
Hi Ricky,
The voice portion of this appears to have been released with the opt-in removal of the Multi-panel agent workspace this week but not referenced in the release notes.
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Richard Chandler
Connect
Original Message:
Sent: 04-30-2025 10:35
From: Ricky Phung
Subject: Voice consult UI improvement and new digital consult and warm transfer feature
Absolutely! We're excited about the new digital warm transfer feature and improvements for voice consultation.
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Rick Phung
Genesys - Employees
Original Message:
Sent: 04-29-2025 16:22
From: Jason Kleitz
Subject: Voice consult UI improvement and new digital consult and warm transfer feature
Hey Rick,
Thank you for that info! Please keep us posted when this is officially scheduled for future release.
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Jason Kleitz
Online Community Manager/Moderator
Original Message:
Sent: 04-28-2025 14:14
From: Ricky Phung
Subject: Voice consult UI improvement and new digital consult and warm transfer feature
Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now!
A 2-for-1!
Coming soon, we will introduce a digital consultation and warm transfer feature to allow agents working on a customer interaction via messaging to consult with another agent, and perform warm transfer if necessary. While connected, the consultant (Agent #2) will have visibility into the conversation between consulting agent (Agent #1) and the customer. This new feature is packed with benefits:
Now for the bonus! As part of this release, the voice consultation experience of the consultant (Agent 2) will be improved to provide users with consistent experience(!!). The improvement:
Give agents a similar experience, whether they're Agent 1, or Agent 2, or working on voice or digital channels.
#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures
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Rick Phung
Genesys - Employees
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