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Digital interactions move to transcription tab - User interface update

  • 1.  Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 04-06-2022 11:41

    Quality Assurance and Compliance

    Hello, Community members.
    Being able to review historical interactions and being able to see information about customer satisfaction or contact reasons is a crucial part of any customer experience improvement initiative.
    To aid in these initiatives and to improve the overall experience for quality managers and quality evaluators several improvements are being made in how we present historical digital interactions.
    The set of changes include:

    • Digital interaction content (i.e., emails, chats, messaging) will be moved down from its current location to the transcript tab, thus providing more space for the content
    • When text analytics is enabled, digital interactions will now contain sentiment markers and detected topics
    • For email interactions, these can now be expanded and collapsed, and the related summary bar includes additional settings and information
    The following are screenshots that outline what the new interface for digital interactions will look like:
    A little learning goes a long way
    Of course, this is just a short preview of Quality Assurance and Compliance. Remember, you can specialize and refine your skills through Genesys Beyond courses. And you can always learn more about quality management in our Genesys Resource Center.
    Or visit the Genesys WEM community here
    Help my PureCloud Quality Assurance & Compliance Resources

    #QualityManagement
    #SpeechandTextAnalytics
    #QualityManagement

    ------------------------------
    Natalia Abad
    Genesys - Employees
    ------------------------------


  • 2.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-06-2022 13:13
    Edited by Jonathan LeBlanc 04-06-2022 13:15
    Hey Natalia. We have this update and it's BAD. There is something seriously wrong with how emails are being displayed/transcribed at this point. This change needs to be reverted ASAP. It's nearly impossible to QA emails at this point in time. Below is a screenshot of this. The light blue highlight is the response from one of our employees. It's showing "Unknown" for that employee. The green highlighted response is our auto-response, instead it's showing that response is the ACTUAL employee that responded. The red circle at the bottom is where the original customer's email should be, but there is nothing there.

    If this is affecting emails, chats AND messaging in this way, this is going to cause major issues.



    ------------------------------
    Jonathan L
    Outdoor Network LLC
    ------------------------------



  • 3.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 04-06-2022 13:30
    Could you log a ServOps / Customer Care ticket for this?

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 4.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-06-2022 13:50
    Yeah absolutely, I'm actually in the process of doing this as we speak Rakesh. Thanks!

    ------------------------------
    Jonathan L
    Outdoor Network LLC
    ------------------------------



  • 5.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 04-06-2022 22:29
    Hi Jonathan,
    I don't see the ServOps ticket yet. Can you kindly share the ServOps ticket if it's already created for us to investigate this conversation?

    ------------------------------
    Sathya Narayanan D
    Genesys - Employees
    ------------------------------



  • 6.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-07-2022 00:02
    Sathya,

    I put a case in with Customer Care. I do not believe I have the ability to put in a ServOps ticket (I believe this falls on the Customer Care rep handling my case, correct?). I can post the Customer Care case ID if you'd like, or directly message/email it to you. Please let me know how you'd like me to proceed.

    ------------------------------
    Jonathan L
    Outdoor Network LLC
    ------------------------------



  • 7.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 04-08-2022 07:15
    Edited by Dilip Karthik 04-08-2022 07:42
    Hi @Jonathan LeBlanc

    I will reach out to you from my email <Dilipkarthik.Jayamohan@genesys.com>​ for further understanding of the above issue. 

    ------------------------------
    Dilipkarthik J
    Genesys - Employees
    Sr. Product Manager
    WEM
    ------------------------------



  • 8.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-07-2022 02:16

    Hi Natalia,

    It seems in our Org we've lost the ability to see any digital interaction content (either entirely or only partially).


    For email interactions

    The transcript tab just shows 'The transcript could not be loaded' - and there is no option any more to see/view the Screen Recordings at the top as well (it's just blank)




    For message interactions:

    Only content from the customer and Architect flow is showing, all of the agent responses are missing. (It's just showing the agent Joined, then interaction disconnected).



    At least the screen recordings are still visible and we can see what the user typed.



    We will be logging a ticket shortly.




    ------------------------------
    Jeffrey
    ------------------------------



  • 9.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-07-2022 03:23

    Hi everyone,

    To add to Jeffrey's comment, our Org is experiencing the same issue's. Many of our digital interactions are now not showing anything in the transcript tab or very limited amount of messages.


    A ticket has been raised with our support partner. But this is critical and we hope a fix is applied soon!

    Thanks

    Daniel



    ------------------------------
    Daniel
    ------------------------------



  • 10.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-07-2022 03:48
    Hi,

        I've also got a negative feedback for this update from my client.
        Previously, agent can be view image directly from interaction history. But now, they have to save image to the computer if they want to see it. This made a difficulty to agent and increase handle time.
        Is it possible to display image directly in Transcript?



    Thank you

    ------------------------------
    Nitikan Chanin
    Callvoice Communications
    ------------------------------



  • 11.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 04-08-2022 07:11
    Edited by Dilip Karthik 04-08-2022 07:41
    Hi @Nitikan Chanin

    I will reach out to you from my email   <Dilipkarthik.Jayamohan@genesys.com



    ------------------------------
    Dilipkarthik J
    Genesys - Employees
    Sr. Product Manager
    WEM
    ------------------------------



  • 12.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-07-2022 04:09
    In principal great idea but when I look at some emails the content is missing, unless I download it I cant see the body of the email in some cases.  I have switched between html and not with no difference shown.  All I see is the subject

    This does need a roll back or a fix pretty quickly

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 13.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-07-2022 04:13
    Looks like the email portion has been rolled back, after checking just now, its back to normal

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 14.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-07-2022 04:43
    Edited by Jeff Hoogkamer 04-07-2022 04:43
    Can confirm the rollback here too - we are now able to view the email and message/chat content and screen recordings again from the top section.





  • 15.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-07-2022 05:02

    Yes confirmed chat back as well now

     






  • 16.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-07-2022 05:06

    Can confirm the rollback on our org too.

    Thanks

    Daniel



    ------------------------------
    Daniel
    ------------------------------



  • 17.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 04-07-2022 07:49
    I can confirm that the change has been rolled back.

    Early indications are that it is some combination of digital interactions (email and chat) with screen recording where the issues noted above arise.

    We will be taking a closer look at the logged Cases / ServOps and make updates accordingly.  Also, our plan now is to roll this out region by region in smaller batches once the fix is available.  I do sincerely apologize for any inconvenience, and thanks again for your patience.

    I also want to recognize some of the feedback on this thread, most notably the feedback about seeing images inline.  We will take a closer look at that one, as images are meant to be in line.  If there is any other feedback, both negative or positive on what you saw, that would be appreciated.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 18.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-07-2022 08:06

    I don't use screen recordings and also suffered this, so not related to screen recordings

     

     

    Thanks

     

    Andy Jackson

     

    Telecoms Specialist

     

    Email: andyjackson@tengroup.com

    Desk: +44 (0) 2070505160

    Online: tengroup.com

    We're hiring: tengroup.com/careers

     



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  • 19.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 04-07-2022 08:28
    OK, thanks for the note.  That helps.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 20.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-07-2022 10:19
    Rakesh, 

    Like Andy, I have not set up screen recording for our org as it's not available with the web app just yet. In our orgs case, I don't believe screen recording is a factor.

    ------------------------------
    Jonathan L
    Outdoor Network LLC
    ------------------------------



  • 21.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 04-07-2022 12:33
    Hey Everyone,

    Engineering has taken a look at the reports and we've come across a few scenarios where issues would be encountered, they are:
    1. Email Interactions with Screen Recording could not be loaded due to an unexpected missing parameter
    2. Email Interactions that are HTML only and have no Plain Text version available should have the UI default to HTML
    3. When the Agent handled multiple simultaneous Messaging Interactions, the Messaging Interaction would not show correctly due to nuances in timestamps
    4. Certain Images are not showing Inline as expected, further analysis on MIME Types is required

    We aim to address these soon and roll out the change across a limited set of Orgs or Regions when ready as a Beta.  I may reach out to some of you individually to see your interest in Beta'ing those updates.

    Once again, thanks for your understanding and help on this.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 22.  RE: Digital interactions move to transcription tab - User interface update

    Posted 04-07-2022 16:21
    Rakesh,

    SInce my organization does not use email or screen recordings I would like to have the new feature back ASAP. 



  • 23.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 04-07-2022 16:32
    Hi Chris,

    Glad to hear the changes are highly desired by your Org.

    We'll reach out and see what we can arrange sooner.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 24.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 04-28-2022 13:48
    Hey Everyone,

    We plan on re-enabling this as a Beta on May 11th with all fixes in place.  For those that faced issues, we are hoping to reach out to you for enrollment in the Beta, so that we can be sure that your issues are resolved.

    We then hope to go GA 2 weeks later on May 25th provided that the Beta outcome is as expected.

    @Dilip Karthik FYI

    Thanks all,​

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 25.  RE: Digital interactions move to transcription tab - User interface update

    Posted 05-20-2022 11:35
    Good day.  Any ETA on the re-release of this?

    ------------------------------
    Brock Stai
    Avtex Solutions, LLC
    ------------------------------



  • 26.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 05-24-2022 09:43
    Yes, we plan to re-enable this feature on June 8th.

    The feature is currently in Beta, so if you want this enabled earlier for your Org, please reach out to me.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 27.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 06-06-2022 09:21
    Hey Everyone,

    Just a note that we will be re-enabling this change across all of Genesys Cloud this Wednesday.

    This means that all Digital Interactions (i.e. email, chat, messaging) when viewed in the Interaction Details UI will now reside on the Transcript tab.

    If you have any questions about this change.  Please reach out.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 28.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 06-08-2022 09:55
    Hey Everyone,

    The move of digital interactions to the transcript tab is now in production.

    Let us know if there is any feedback on it.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 29.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-09-2022 07:20

    Hi

    Following are feedback from my end customer after update based on Messaging interaction type.

     

    1. Almost picture message in the conversation is not display in the transcript.
    2. There is no time stamp of each message display, the transcript is displaying only the duration from start time of interaction, it is very difficult for user to check when the message is coming.
    3. When working on the laptop or computer with small monitor size, the area that display transcript message is very small and made a difficulty to user to read it. (Use case is, agent handle customer interaction and open customer external contact to view contact history for that customer alongside with the interaction handle screen).
    4. User quite not comfort with this change and asking that is it possible to use the previous version.
    5. User also asking for benefit for this update.

     

    The most important thing is feedback No.1, Almost picture messages are missing from transcript and made an unclear conversation history.

    I will be looking forward for your feedback.

     

    Regards,



    ------------------------------
    Nitikan Chanin
    CallVoice Communications
    ------------------------------



  • 30.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 06-09-2022 07:50
    Edited by Rakesh Tailor 06-09-2022 07:51
    Thanks for this.  For all items above, please open a support case so that they can be worked through.  I believe your Org was part of the Beta and we didn't see any issues then, so we'll need to go through the regular channels now that the feature is released.

    This is the go forward UI for viewing all types of transcripts.  There are numerous benefits across all digital interaction types, but the main benefits are in conjunction with Text Analytics where sentiment and topics are now visible in the transcript.  See the initial post above for additional details.

    Thanks for the feedback,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 31.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-09-2022 08:07
    Thank you for your feedback, the issue has been raise to Genesys support team. It happen on my customer Org.

    Regarding the time stamp of the message, it will be helpful if it is possible to display it as time stamp instead of duration
    sample screen

    Regards,

    ------------------------------
    Nitikan Chanin
    CallVoice Communications
    ------------------------------



  • 32.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-13-2022 06:12
    I'm not sure if this is the appropriate channel to share this or if should be somewhere else - but I got this from my user community about the recent changes:

    Thank you for looking into this. The impact is that analysts sometime need to copy the chat conversation to support tickets in Fusion (our ticketing system) afterwards, and managers can use the copy feature for quality monitoring to share or save the chat.

     

    The old copy option labeled each entry's author (Customer's name, or Analyst's) and did not include all of the joined/left annotations that the new one has. The old copy also included the actual time of each entry. It would be great to get those features back or a closer equivalent.

     

     

     

    An example of what the copy looked like prior to the change:

     

    Chat Log

    Workflow

    Thanks for contacting Sage, we'll connect you to a chat agent as soon as one becomes available.

    8:24 AM

    Melody Robeson

    Account#: 40064755594

    8:25 AM

    Melody Robeson

    Premium Elite 30.0.2.63

    8:25 AM

    Melody Robeson

    mrobeson@lgcdf.com

    8:25 AM

    Melody Robeson

    Lauer Georgatos Covel Devine & Feiles

    8:26 AM

    Manning, Danielle

    mrobeson@lgcdf.com --- This worked

    8:26 AM



    ------------------------------
    Kyle Horton
    SAGE GLOBAL SERVICES LIMITED
    ------------------------------



  • 33.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 06-13-2022 07:15
    Hi Kyle,

    If they are using the "Download" link in the Details tab, the zip/html download should be the same as before.  Only the UI shows the join / leave markers, the download is unchanged.

    Can you check with the customer?  If they still are experiencing issues, it would be best to work through a ServOps.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 34.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-17-2022 09:49
    After this change, all of the data that we were able to include and display in this upper section of the transcript screen is gone.


    All of the data the data that you see highlighted below is collected in Chat and Workflow prior to begin transferred to an agent.  It used to display at the top  of transcript page before this change and is now no where to be seen.

    This data is NECESSARY because contains facts that the agent acted on that are not part of the live conversation.
    How can we get that data displayed again?

    ------------------------------
    Diane Stephens
    Fanatics
    ------------------------------



  • 35.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 06-17-2022 10:29
    The data is there, you just need to scroll further down as we now also show information on when users joined the conversation.  Please give that a try.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 36.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-20-2022 10:24
    The data that we could see before is NOT there no matter how far we scroll.
    We submitted a ticket to support, but they could/would not help and suggested that we post here or make a feature request.

    Note - Not only is the data that we used to display at the top gone, but "notifications" that previously appeared amongst the chat that we added for when the customer was experiencing connection issue are also now gone. 

    What is missing are "notice" messages that we posted in chats in the architect flow.
    The data exists, but it is no longer displayed with this new format.



    ------------------------------
    Diane Stephens
    Fanatics
    ------------------------------



  • 37.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-12-2022 09:38
    currently we are facing an issues due to this , we are having arabic conversation digital channels ( 90 % interactions are arabic ) in this transcript , alignments are not proper
    and even as a customer we are affected with this changes 

    Note : conversation between Flows and customer not appearing on transcript ?


    is there any pre notification or release note for this changes ?



    ------------------------------
    Noufal Ibrahim
    ------------------------------



  • 38.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 06-12-2022 13:14
    Thanks for posting this Noufal.

    A ServOps ticket would be best to help with any issues.  I believe engineering may already be working on an improvement for alignment with Right to Left languages in digital transcripts.

    Conversations between Flows and Customer should be appearing in the transcript if you are saving these through a policy.  If they are being saved correctly and you are still not seeing them as expected, that would also be a separate ServOps.

    Pre notification for these types of changes occurs through this Community.  We also have a Beta Community where you can be made aware of some of the types of changes which are rolled out as Betas first.

    Also, we have a Quarterly Webinar for Roadmap where these types of changes are communicated as well.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 39.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-13-2022 03:16
    how can we manage current daily  operation  ?

    we would like to request to revert the changes ?




    ------------------------------
    Noufal Ibrahim
    ------------------------------



  • 40.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 06-13-2022 07:38
    If you can send along the ServOps number we can continue to help on this issue within the ticket.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 41.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-13-2022 11:10
    thanks for the suggestion.  Unfortunately agents do  not have the pemission to download.....  so we will need to regroup

    ------------------------------
    Kyle Horton
    SAGE GLOBAL SERVICES LIMITED
    ------------------------------



  • 42.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 06-13-2022 16:11
    Hey Everyone,

    Due to an issue with RTL languages in transcripts (i.e. Arabic, Hebrew, etc.), we have decided to roll back this change in the Europe Central Region (Frankfurt).

    If you are experiencing this issue in another region, please let us know.

    We are working on a fix and will keep this Community updated.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 43.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-15-2022 06:47
    Hi everyone,

    Since the release, we have received negative feedback from our user's on this UI change, please see below:

    • In some cases, it's necessary to download interactions to view them in full. This is both time consuming and causes drastic system delays
    • Unable to see who disconnected a chat interaction
    • Only able to see the beginning and end of emails
    • Unable to differentiate who's speaking between the agent and customer (hovering issue)
    • Timestamps show length of time in interaction, but QA needs to see the 'pure time' in order to evaluate the complete interaction (response times, etc.)

    We have raised this with our Genesys support partner, but adding here for visibility.

    Thanks,
    Daniel



    ------------------------------
    Daniel
    ------------------------------



  • 44.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 06-15-2022 10:01
    Hello Daniel,

    I have reached out to you by email to understand more about your feedback.

    Thank-you,

    Will

    ------------------------------
    William Sellier-GĂłmez
    Senior Product Manager - Speech and Text Analytics, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------



  • 45.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-20-2022 06:39
    We have the same issue, except that our agents do not have permissions to download so we have no work around to our requirement(s) ...

    ------------------------------
    Kyle Horton
    SAGE GLOBAL SERVICES LIMITED
    ------------------------------



  • 46.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 06-20-2022 08:53
    Hello Kyle,

    I've reached out to you by email to continue this conversation,

    Thank-you,

    William

    ------------------------------
    William Sellier-GĂłmez
    Senior Product Manager - Speech and Text Analytics, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------



  • 47.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-22-2022 18:53
    Hello,

    I am doing some testing on this feature and noticed that my transcript for a web messaging -> bot is not showing up. If I get the transcript with the API, i see the full transcript, but it does not show up in the UI.

    I also tried testing with a web messaging interaction between a customer and an agent, and I was able to see the transcript in the UI just fine. Seems like something is going on with the bot component though?

    ------------------------------
    Peter Stoltenberg
    Avtex Solutions, LLC
    ------------------------------



  • 48.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-23-2022 09:22
    Hey Peter.
    If you have Chats, check those too. We have the same issue with chat. 
    The "transcript" UI no longer displays anything from the workflow. 
    You can see it in the API and you can see it if you download the details, but the new UI is not displaying it.

    ------------------------------
    Diane Stephens
    Fanatics
    ------------------------------



  • 49.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 06-23-2022 11:12
    Diane and Peter: for both of these issues, please report them through Customer Care to determine if they need fixes or require some configuration change / update.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 50.  RE: Digital interactions move to transcription tab - User interface update

    Posted 06-23-2022 12:30
    Rakesh,
    I did report it and "Customer Care" told us to post here in the community and for us to submit a feature request.
    And literally stated "Sadly there is nothing further I can provide in this matter."

    I was going to try again and ask if there is a way in the new UI for us to force/cause/make our workflow notices to appear. 
    However, William contacted us and we now are excitedly waiting to discuss on a call Friday.

    I have asked Customer Care that they leave the support ticket open until after our call.

    ------------------------------
    Diane Stephens
    Fanatics
    ------------------------------



  • 51.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 07-05-2022 15:21
    Just to give an update on this.  We are making changes to ensure that workflow notices appear in the transcript.  Thanks Diane for connecting with us on this.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 52.  RE: Digital interactions move to transcription tab - User interface update

    Posted 07-05-2022 15:42
    Thanks for the support guys and for getting this moving.  We appreciate it!

    ------------------------------
    Diane Stephens
    Fanatics
    ------------------------------



  • 53.  RE: Digital interactions move to transcription tab - User interface update

    GENESYS
    Posted 07-05-2022 15:26
    We now have a fix for the RTL issue that was experienced and will be re-enabling this feature in Europe Central Region (Frankfurt) shortly.

    We are first re-enabling this for those customers who reported the RTL issue (today) and then will be making the change globally soon thereafter.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



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