Genesys Cloud - Main

I am testing out the new feature channel switching in an agent interaction UI (new as of Sept 08, 2021).  I call into the IVR and route to an agent which brings up contact information for an External Contact.  I click the + to switch to a new interaction type but it is opening a "Start an interaction" box asking me to enter a Queue and a Contact or number.  This is not the experience I should be getting.  I should be seeing the external contact's other method of interactions with their contact information already pre-filled.  Has this new feature been pushed out to all Regions (Canada)?
#Ask Me Anything (AMA)
#Omni-ChannelDesktop/UserInterface

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Martin Bunting
i3Vision Technologies Inc.
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Channel Switching only works with external contacts that have multiple channels defined.  Genesys will have a way to make adding external contacts easier but if there is no match to a contact at this point, you can't switch channels.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 09-09-2021 12:10
From: Martin Bunting
Subject: Channel switching in agent interaction UI

I am testing out the new feature channel switching in an agent interaction UI (new as of Sept 08, 2021).  I call into the IVR and route to an agent which brings up contact information for an External Contact.  I click the + to switch to a new interaction type but it is opening a "Start an interaction" box asking me to enter a Queue and a Contact or number.  This is not the experience I should be getting.  I should be seeing the external contact's other method of interactions with their contact information already pre-filled.  Has this new feature been pushed out to all Regions (Canada)?
#Ask Me Anything (AMA)
#Omni-ChannelDesktop/UserInterface

------------------------------
Martin Bunting
i3Vision Technologies Inc.
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Hi Community,

The channel switching feature wider rollout has been placed on temporary hold.  Several customers reported encountering a critical issue with UI when agent has around 10 or more simultaneous conversations.  We've identified the root cause and fix is being tested.  We should be able to resume rollout next week.  Thank you for your patience.

Rick.

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Rick Phung
Genesys - Employees
------------------------------

Original Message:
Sent: 09-09-2021 12:10
From: Martin Bunting
Subject: Channel switching in agent interaction UI

I am testing out the new feature channel switching in an agent interaction UI (new as of Sept 08, 2021).  I call into the IVR and route to an agent which brings up contact information for an External Contact.  I click the + to switch to a new interaction type but it is opening a "Start an interaction" box asking me to enter a Queue and a Contact or number.  This is not the experience I should be getting.  I should be seeing the external contact's other method of interactions with their contact information already pre-filled.  Has this new feature been pushed out to all Regions (Canada)?
#Ask Me Anything (AMA)
#Omni-ChannelDesktop/UserInterface

------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------

@Ricky Phung,

Do we have an update on this?  Stated that it would resume rollout within a week and that was 2 weeks ago.

Thank you,
​

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Justin Huff
Genesys - Employees
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Original Message:
Sent: 09-13-2021 10:41
From: Rick Phung
Subject: Channel switching in agent interaction UI

Hi Community,

The channel switching feature wider rollout has been placed on temporary hold.  Several customers reported encountering a critical issue with UI when agent has around 10 or more simultaneous conversations.  We've identified the root cause and fix is being tested.  We should be able to resume rollout next week.  Thank you for your patience.

Rick.

------------------------------
Rick Phung
Genesys - Employees

Original Message:
Sent: 09-09-2021 12:10
From: Martin Bunting
Subject: Channel switching in agent interaction UI

I am testing out the new feature channel switching in an agent interaction UI (new as of Sept 08, 2021).  I call into the IVR and route to an agent which brings up contact information for an External Contact.  I click the + to switch to a new interaction type but it is opening a "Start an interaction" box asking me to enter a Queue and a Contact or number.  This is not the experience I should be getting.  I should be seeing the external contact's other method of interactions with their contact information already pre-filled.  Has this new feature been pushed out to all Regions (Canada)?
#Ask Me Anything (AMA)
#Omni-ChannelDesktop/UserInterface

------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------

@Justin Huff

The feature is fully rolled out globally.​

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Rick Phung
Genesys - Employees
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Original Message:
Sent: 09-28-2021 09:36
From: Justin Huff
Subject: Channel switching in agent interaction UI

@Ricky Phung,

Do we have an update on this?  Stated that it would resume rollout within a week and that was 2 weeks ago.

Thank you,
​

------------------------------
Justin Huff
Genesys - Employees

Original Message:
Sent: 09-13-2021 10:41
From: Rick Phung
Subject: Channel switching in agent interaction UI

Hi Community,

The channel switching feature wider rollout has been placed on temporary hold.  Several customers reported encountering a critical issue with UI when agent has around 10 or more simultaneous conversations.  We've identified the root cause and fix is being tested.  We should be able to resume rollout next week.  Thank you for your patience.

Rick.

------------------------------
Rick Phung
Genesys - Employees

Original Message:
Sent: 09-09-2021 12:10
From: Martin Bunting
Subject: Channel switching in agent interaction UI

I am testing out the new feature channel switching in an agent interaction UI (new as of Sept 08, 2021).  I call into the IVR and route to an agent which brings up contact information for an External Contact.  I click the + to switch to a new interaction type but it is opening a "Start an interaction" box asking me to enter a Queue and a Contact or number.  This is not the experience I should be getting.  I should be seeing the external contact's other method of interactions with their contact information already pre-filled.  Has this new feature been pushed out to all Regions (Canada)?
#Ask Me Anything (AMA)
#Omni-ChannelDesktop/UserInterface

------------------------------
Martin Bunting
i3Vision Technologies Inc.
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