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
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Kyle Horton
SAGE GLOBAL SERVICES LIMITED
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Original Message:
Sent: 06-08-2022 09:55
From: Rakesh Tailor
Subject: Digital interactions move to transcription tab - User interface update
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,
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Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
Original Message:
Sent: 06-06-2022 09:20
From: Rakesh Tailor
Subject: Digital interactions move to transcription tab - User interface update
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,
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Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
Original Message:
Sent: 05-24-2022 09:43
From: Rakesh Tailor
Subject: Digital interactions move to transcription tab - User interface update
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,
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Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
Original Message:
Sent: 05-20-2022 11:34
From: Brock Stai
Subject: Digital interactions move to transcription tab - User interface update
Good day. Any ETA on the re-release of this?
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Brock Stai
Avtex Solutions, LLC
Original Message:
Sent: 04-06-2022 11:41
From: Natalia Abad
Subject: Digital interactions move to transcription tab - User interface update
#QualityManagement
#SpeechandTextAnalytics
#QualityManagement
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Natalia Abad
Genesys - Employees
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