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  • 1.  Agent UI - New Email view feedback/issue

    Posted 14 days ago

    Hi Community,

    Our agents are complaining about the new Agent UI update relating to Email and how emails are presented in a preview.  It appears that emails are no longer shown in HTML and are displayed in plain text to the user.  Agents may require to review an email before actioning it and when the content is displayed in plain text, its a wall of text for them the read.  Whilst most businesses have complex signatures with all sorts of disclosure statements attached which results in a huge wall of text.

    Is there any feedback or consideration from Genesys to allow us to display the email as a preview in HTML instead of plain text?  In order for HTML content to appear, they need to click respond, then read the email, discard the draft and then disconnect it which isn't a great experience.

    Are there any other customers receiving this feedback from their agents regarding this?

    Thanks :)


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface

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    Robert Niblock
    APM
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  • 2.  RE: Agent UI - New Email view feedback/issue

    Posted 6 days ago

    Did you open a ticket on this?  We have several client complain about the new UI, but the PM's need to know about them.  Open a ticket and get the ball rolling.  Have you have any changes to the attachment preview?



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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