I would continue to address the issue with your third party support. I'm sure if they are unable to resolve it will make it to Genesys Cloud direct. (Also to avoid any support contractual obligations that may or may not be in place)
Original Message:
Sent: 03-21-2025 19:38
From: Louis Creely
Subject: Welcome!
Hi @Nicholas Robinson
That is awesome news and is massively appreciated. Is there a date in mind I can expect?
I set up a demonstration and recorded the issue I was facing. To make sure this wasn't a network issue I conducted my test on my personal home network to confirm. I can provide the video if needed but I would like to avoid publishing on this channel because the demonstration uses my personal phone number. Should I continue to raise issues with our 3rd party support or is there a direct channel to Genesys Cloud I can use to help with the testing of this feature
Kind Regards and with much appreciation,
Louis
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Louis Creely
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Original Message:
Sent: 03-21-2025 19:08
From: Nicholas Robinson
Subject: Welcome!
Hi @Louis Creely
Despite our efforts to provide customers with a six-month window to prepare for the Multi-Panel experience, we will be extending access to the legacy agent workspace (targeting late Spring 2025).
That said, we strongly encourage your organization to continue rolling out Multi-Panel, as we will be delivering incremental enhancements throughout this extended period.
To ensure a smooth transition, it's critical that you submit support tickets for any issues that render functionality inoperable within the Multi-Panel workspace. This will help us identify and address blockers quickly.
Thanks,
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Nicholas Robinson
Principal Product Manager
Genesys - Employees
Original Message:
Sent: 03-21-2025 13:12
From: Louis Creely
Subject: Welcome!
We have 3rd party support, I will be raising it with them as well. We're a finance company in the UK and tax year end (5th of April) is our busiest time of year. Its causing a lot of anxiety and we can't afford to be hit with any problems. I have witnessed the issue myself and been able to replicate it. Please can you confirm with testing if they considered consults to a group and what happens when the consulted agent hangs up the call.
I would be happy to get in touch with someone to demonstrate the problem? I know that a lot of companies don't use groups because they don't work well side by side with your contact center solution. Can you confirm if your clients call groups as part of their customer journeys?
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Louis Creely
Original Message:
Sent: 03-21-2025 13:03
From: Nicholas Robinson
Subject: Welcome!
Hi @Louis Creely
This is interesting feedback, considering we have multiple clients that have early adopted and have not experienced this issue. Have you submitted a support ticket? Hence why it was so Important to begin utilizing the new environment when released in October.
Thank you
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Nicholas Robinson
Principal Product Manager
Genesys - Employees
Original Message:
Sent: 03-21-2025 12:54
From: Louis Creely
Subject: Welcome!
Hello,
This change can't be rolled out on the 31st of March. It isn't ready yet.
Has anybody tested what happens when an agent handling a live call consults a group? If the agent in the group hangs up during the consult then the GUI gets stuck for the agent and you can't transfer or consult the call again. The buttons get grayed out for the 1st agent on the customer call, they then have to hang up the call and then call the customer back so they can be transferred. Its really poor for customer experience
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Louis Creely