Glad to hear there will be some enhancement, the messaging it will need to be clear to the agent what their action if any needs/should to be for each of those.
Can we get some specifics of what those three are, certainly hope it isn't the language being considered for agents:
Original Message:
Sent: 07-04-2024 08:41
From: Mate Janos Foldi
Subject: Agent UI - New messaging component - Beta
Hi Jan,
We are enhancing the error handling. The goal is to differentiate 3 categories.
Non Final failure,
Final failure,
Final failure - agent side.
These will get unique text and will be differentiated by color as well. (The triangle will follow the color scheme of the message)
Avatars will also get updates probably before GA.
Thank you,
Máté
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Máté Földi
Genesys PM
Original Message:
Sent: 07-04-2024 04:27
From: Jan Heinonen
Subject: Agent UI - New messaging component - Beta
Hello Máté,
I agree that the notice for undelivered messages are still unclear to the agent.
I'm also wondering what the reason for having an option to Resend the message is, when it will be sent automatically when the End-User re-connects to the chat?
The messaging UI has the same issue with pasting articles from Agent Assist as the new e-mail UI, where all line breaks are removed in the pasted article.
Shouldn't the "profile picture" have the Agent Image if available instead of just name initials?
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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
Original Message:
Sent: 06-06-2024 14:57
From: Mate Janos Foldi
Subject: Agent UI - New messaging component - Beta
Hi Anton,
Thank you for the feedback, we will check this with UX.
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Máté Földi
Genesys PM
Original Message:
Sent: 06-04-2024 19:52
From: Anton Vroon
Subject: Agent UI - New messaging component - Beta
One request please, especially for authenticated messaging, the customer may have navigated away, while waiting in queue, and message is delivered to the agent, agent replies to the customer. The agent gets an error/warning in the new UI the warning is much more pronounced and specifically states Failed To Send.
It didn't fail send, it just hasn't been received yet..
This may give agent's the wrong impression and may end up resending the messaging multiple times.
Just feel like that Note should be more specific, eg "sent but not yet received" to avoid stress and confusion for the agent
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Anton Vroon
Original Message:
Sent: 02-28-2024 06:11
From: Mate Janos Foldi
Subject: Agent UI - New messaging component - Beta
UPDATES:
The beta stared on the 3rd of June Monday for the registered TEST ORGS. Registered live agent orgs will get the component on a later date.
--
Hi Community,
We are pleased to open Beta candidates' applications for the Refreshed messaging component for agents.
The component will:
· Look fresher, and more user friendly,
· Have feature parity with the current tool,
· Deliver fixes and improvements such as:
· Dedicated send button,
· Message grouping,
· Message bubble actions (copy, resend),
· Delivery status check marks to indicate if the message is sent, received, or read,
· 'New message' button that on click scrolls down. No more automatic jumping to new messages,
· Character counter,
· Attach files from clipboard,
· Visual feedback for drag & drop attachments,
· Ability to send multiple files.
· Improved and unified alerting, error handling and message status,
· Updated reply box with more space for longer messages,
· Updated emoji panel,
We are currently planning to launch beta testing during the end of April or beginning of May.
Link to documentation
Link to registration form - REGISTRATION CLOSED
#BetaAnnouncement
#NowRecruiting
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Máté Földi
Genesys PM
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