Genesys Cloud - Main

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

Hey Jeff, 

I've got a different issue that we have found as of today - while out layout is mostly unaffected - the longest waiting and longest interaction seem to be the same. It appears for us at least, that longest waiting is pulling from longest interacting 

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

Hey Lawrence,

We are now finding the longest interaction waiting data is missing and slow to load - particularly with email queues

For example:

Currently 7 of our email queues have emails waiting.

Upon first opening the dashboard, only 2 show data for longest waiting time.

36 seconds since opening, the third queue shows the longest waiting time.

50 seconds since opening, the fourth queue shows the longest waiting time.

59 seconds since opening, the fifth queue shows the longest waiting time.

3 minutes and 32 seconds since opening, the sixth queue shows the longest waiting time

8 minutes and 1 second since opening, the seventh queue finally shows the longest waiting time.

So this update has pretty much removed any confidence in the dashboard functionality and now constantly questioning "is the data actually correct?" :(

Hey Jeff, 

I've got a different issue that we have found as of today - while out layout is mostly unaffected - the longest waiting and longest interaction seem to be the same. It appears for us at least, that longest waiting is pulling from longest interacting 

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics

------------------------------
Jeff
------------------------------

In addition to the above, we have noticed another problem--Can you confirm on your end?

Prior to this, we could click on a call from the dashboard to access the call's details, which was important to us for several reasons. We can't do that anymore---Can you?

------------------------------
Nathan McKay
Insite Support Services, Inc.

Original Message:
Sent: 06-14-2023 19:10
From: Jeff Hoogkamer
Subject: Dashboard changes - table views oversized and unusable on displays (without scrolling)

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics

------------------------------
Jeff
------------------------------

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

We sincerely apologize for these issues. These issues seem to be unrelated to the dashboard features released last week but we are on top of these actively working on the root cause analysis and the resolution of these as soon as possible. We already have support incidents logged for these issues. We strongly recommend reaching out to Customer care if you are experiencing any new issues, so we can expedite the process of triaging and resolving them.

Thank you,

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

I want to confirm--The issues being investigated also includes the inability to click on calls from the dashboard view, correct? This problem arose at the exact same time the zoom issue arose.

We sincerely apologize for these issues. These issues seem to be unrelated to the dashboard features released last week but we are on top of these actively working on the root cause analysis and the resolution of these as soon as possible. We already have support incidents logged for these issues. We strongly recommend reaching out to Customer care if you are experiencing any new issues, so we can expedite the process of triaging and resolving them.

Thank you,

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

Hi Nathan, do you mean the ability to click an interaction and drill in to the detailed view of an interaction, or another operation? If you are referring to the interaction drill-in, then yes, we're working on restoring that.

I want to confirm--The issues being investigated also includes the inability to click on calls from the dashboard view, correct? This problem arose at the exact same time the zoom issue arose.

We sincerely apologize for these issues. These issues seem to be unrelated to the dashboard features released last week but we are on top of these actively working on the root cause analysis and the resolution of these as soon as possible. We already have support incidents logged for these issues. We strongly recommend reaching out to Customer care if you are experiencing any new issues, so we can expedite the process of triaging and resolving them.

Thank you,

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

Hi Maisey, 

Was the drill issue resolved? And what about the display (widgets oversized) issue? Any work on that done?

Thanks,

Stan

Hi Nathan, do you mean the ability to click an interaction and drill in to the detailed view of an interaction, or another operation? If you are referring to the interaction drill-in, then yes, we're working on restoring that.

I want to confirm--The issues being investigated also includes the inability to click on calls from the dashboard view, correct? This problem arose at the exact same time the zoom issue arose.

We sincerely apologize for these issues. These issues seem to be unrelated to the dashboard features released last week but we are on top of these actively working on the root cause analysis and the resolution of these as soon as possible. We already have support incidents logged for these issues. We strongly recommend reaching out to Customer care if you are experiencing any new issues, so we can expedite the process of triaging and resolving them.

Thank you,

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

Hi Stan,

We did restore the drill. As far as the widget height for the waiting & interacting interaction displays, this was an intentional change to set a minimum height to the widget so that as interactions come into the widget, the height of the widget doesn't need to grow, causing the dashboard view to jump around. 

Hi Maisey, 

Was the drill issue resolved? And what about the display (widgets oversized) issue? Any work on that done?

Thanks,

Stan

Hi Nathan, do you mean the ability to click an interaction and drill in to the detailed view of an interaction, or another operation? If you are referring to the interaction drill-in, then yes, we're working on restoring that.

I want to confirm--The issues being investigated also includes the inability to click on calls from the dashboard view, correct? This problem arose at the exact same time the zoom issue arose.

We sincerely apologize for these issues. These issues seem to be unrelated to the dashboard features released last week but we are on top of these actively working on the root cause analysis and the resolution of these as soon as possible. We already have support incidents logged for these issues. We strongly recommend reaching out to Customer care if you are experiencing any new issues, so we can expedite the process of triaging and resolving them.

Thank you,

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

Hi Maisey, 

Appreciate the prompt response. I'm glad that the drill issue was fixed, but we still have 2 customers who are quite upset about the change in the view of widgets. I'd suggest to give the customer option to set the size of widgets to dynamic or static and with static to give them option to select their own size. We've got customers who use TVs in their call centers for the agents to see their performance etc, so TV would be a big enough screen and monitor, which is smaller would have different requirements. 

I do understand that this could be a good big of a devs work, but we had good few customers upset when this happened to dashboards, so customers are using this feature a lot. 

Thanks,

Stan

Hi Stan,

We did restore the drill. As far as the widget height for the waiting & interacting interaction displays, this was an intentional change to set a minimum height to the widget so that as interactions come into the widget, the height of the widget doesn't need to grow, causing the dashboard view to jump around. 

Hi Maisey, 

Was the drill issue resolved? And what about the display (widgets oversized) issue? Any work on that done?

Thanks,

Stan

Hi Nathan, do you mean the ability to click an interaction and drill in to the detailed view of an interaction, or another operation? If you are referring to the interaction drill-in, then yes, we're working on restoring that.

I want to confirm--The issues being investigated also includes the inability to click on calls from the dashboard view, correct? This problem arose at the exact same time the zoom issue arose.

We sincerely apologize for these issues. These issues seem to be unrelated to the dashboard features released last week but we are on top of these actively working on the root cause analysis and the resolution of these as soon as possible. We already have support incidents logged for these issues. We strongly recommend reaching out to Customer care if you are experiencing any new issues, so we can expedite the process of triaging and resolving them.

Thank you,

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

Hi Stan,

Thank you for your feedback, it is much appreciated! We apologize for the disruption these changes caused you and your customers. It is our intent to communicate changes clearly and with enough notice to allow for easy adoption. The combination of the widget size changes that were not called out and few initial problems post release did not provide you with that desired experience. @Nikhil Ponnam

@Nikhil Ponnam is continuing to work with @Maisey Harris and her development group to enrich the real time monitoring reporting user experience with Alerting and Dashboards. These recent Dashboard changes were foundational for many additional improvements that are in progress and under design right now. This feedback will be taken into account, both the suggestion of allowing for a dynamic or static choice on the widget size or manual resizing, as well as the feedback around lack of communication of certain aspects of these changes.

Thank you again, and please feel free to reach out to us if you want to discuss it further at analyticsandreporting@genesys.com

Best Regards,

Hi Maisey, 

Appreciate the prompt response. I'm glad that the drill issue was fixed, but we still have 2 customers who are quite upset about the change in the view of widgets. I'd suggest to give the customer option to set the size of widgets to dynamic or static and with static to give them option to select their own size. We've got customers who use TVs in their call centers for the agents to see their performance etc, so TV would be a big enough screen and monitor, which is smaller would have different requirements. 

I do understand that this could be a good big of a devs work, but we had good few customers upset when this happened to dashboards, so customers are using this feature a lot. 

Thanks,

Stan

Hi Stan,

We did restore the drill. As far as the widget height for the waiting & interacting interaction displays, this was an intentional change to set a minimum height to the widget so that as interactions come into the widget, the height of the widget doesn't need to grow, causing the dashboard view to jump around. 

Hi Maisey, 

Was the drill issue resolved? And what about the display (widgets oversized) issue? Any work on that done?

Thanks,

Stan

Hi Nathan, do you mean the ability to click an interaction and drill in to the detailed view of an interaction, or another operation? If you are referring to the interaction drill-in, then yes, we're working on restoring that.

I want to confirm--The issues being investigated also includes the inability to click on calls from the dashboard view, correct? This problem arose at the exact same time the zoom issue arose.

We sincerely apologize for these issues. These issues seem to be unrelated to the dashboard features released last week but we are on top of these actively working on the root cause analysis and the resolution of these as soon as possible. We already have support incidents logged for these issues. We strongly recommend reaching out to Customer care if you are experiencing any new issues, so we can expedite the process of triaging and resolving them.

Thank you,

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

Hi Laurie,

Thanks for the response, much appreciated. Hoping your devs team will work on this rather sooner than later. 

Thanks,
Stan

Hi Stan,

Thank you for your feedback, it is much appreciated! We apologize for the disruption these changes caused you and your customers. It is our intent to communicate changes clearly and with enough notice to allow for easy adoption. The combination of the widget size changes that were not called out and few initial problems post release did not provide you with that desired experience. @Nikhil Ponnam

@Nikhil Ponnam is continuing to work with @Maisey Harris and her development group to enrich the real time monitoring reporting user experience with Alerting and Dashboards. These recent Dashboard changes were foundational for many additional improvements that are in progress and under design right now. This feedback will be taken into account, both the suggestion of allowing for a dynamic or static choice on the widget size or manual resizing, as well as the feedback around lack of communication of certain aspects of these changes.

Thank you again, and please feel free to reach out to us if you want to discuss it further at analyticsandreporting@genesys.com

Best Regards,

Hi Maisey, 

Appreciate the prompt response. I'm glad that the drill issue was fixed, but we still have 2 customers who are quite upset about the change in the view of widgets. I'd suggest to give the customer option to set the size of widgets to dynamic or static and with static to give them option to select their own size. We've got customers who use TVs in their call centers for the agents to see their performance etc, so TV would be a big enough screen and monitor, which is smaller would have different requirements. 

I do understand that this could be a good big of a devs work, but we had good few customers upset when this happened to dashboards, so customers are using this feature a lot. 

Thanks,

Stan

Hi Stan,

We did restore the drill. As far as the widget height for the waiting & interacting interaction displays, this was an intentional change to set a minimum height to the widget so that as interactions come into the widget, the height of the widget doesn't need to grow, causing the dashboard view to jump around. 

Hi Maisey, 

Was the drill issue resolved? And what about the display (widgets oversized) issue? Any work on that done?

Thanks,

Stan

Hi Nathan, do you mean the ability to click an interaction and drill in to the detailed view of an interaction, or another operation? If you are referring to the interaction drill-in, then yes, we're working on restoring that.

I want to confirm--The issues being investigated also includes the inability to click on calls from the dashboard view, correct? This problem arose at the exact same time the zoom issue arose.

We sincerely apologize for these issues. These issues seem to be unrelated to the dashboard features released last week but we are on top of these actively working on the root cause analysis and the resolution of these as soon as possible. We already have support incidents logged for these issues. We strongly recommend reaching out to Customer care if you are experiencing any new issues, so we can expedite the process of triaging and resolving them.

Thank you,

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.

Hello @Stan Vasil, thank you very much for the feedback. We are working on the feature that covers overall dashboard UI enhancements, including auto-scalability of widgets based on the content and this issue will be addressed as part of that feature work. The corresponding idea is https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1274.

Thanks,

Hi Laurie,

Thanks for the response, much appreciated. Hoping your devs team will work on this rather sooner than later. 

Thanks,
Stan

Hi Stan,

Thank you for your feedback, it is much appreciated! We apologize for the disruption these changes caused you and your customers. It is our intent to communicate changes clearly and with enough notice to allow for easy adoption. The combination of the widget size changes that were not called out and few initial problems post release did not provide you with that desired experience. @Nikhil Ponnam

@Nikhil Ponnam is continuing to work with @Maisey Harris and her development group to enrich the real time monitoring reporting user experience with Alerting and Dashboards. These recent Dashboard changes were foundational for many additional improvements that are in progress and under design right now. This feedback will be taken into account, both the suggestion of allowing for a dynamic or static choice on the widget size or manual resizing, as well as the feedback around lack of communication of certain aspects of these changes.

Thank you again, and please feel free to reach out to us if you want to discuss it further at analyticsandreporting@genesys.com

Best Regards,

Hi Maisey, 

Appreciate the prompt response. I'm glad that the drill issue was fixed, but we still have 2 customers who are quite upset about the change in the view of widgets. I'd suggest to give the customer option to set the size of widgets to dynamic or static and with static to give them option to select their own size. We've got customers who use TVs in their call centers for the agents to see their performance etc, so TV would be a big enough screen and monitor, which is smaller would have different requirements. 

I do understand that this could be a good big of a devs work, but we had good few customers upset when this happened to dashboards, so customers are using this feature a lot. 

Thanks,

Stan

Hi Stan,

We did restore the drill. As far as the widget height for the waiting & interacting interaction displays, this was an intentional change to set a minimum height to the widget so that as interactions come into the widget, the height of the widget doesn't need to grow, causing the dashboard view to jump around. 

Hi Maisey, 

Was the drill issue resolved? And what about the display (widgets oversized) issue? Any work on that done?

Thanks,

Stan

Hi Nathan, do you mean the ability to click an interaction and drill in to the detailed view of an interaction, or another operation? If you are referring to the interaction drill-in, then yes, we're working on restoring that.

I want to confirm--The issues being investigated also includes the inability to click on calls from the dashboard view, correct? This problem arose at the exact same time the zoom issue arose.

We sincerely apologize for these issues. These issues seem to be unrelated to the dashboard features released last week but we are on top of these actively working on the root cause analysis and the resolution of these as soon as possible. We already have support incidents logged for these issues. We strongly recommend reaching out to Customer care if you are experiencing any new issues, so we can expedite the process of triaging and resolving them.

Thank you,

Hi All,

With this week's release of changes to the Dashboards (https://help.mypurecloud.com/releasenote/june-14-2023/) - our displays are pretty much unusable as the table views are WAY oversized and no longer fit on a screen/TV display without scrolling. And it also appears the default behaviour of text and colours is changed as well.

Previous view:

The dashboard setup would fit nicely in a single page, and when no interactions waiting, it would always show '0' in green, and when interactions are waiting, it would be in red.

Current View:

The tables are now oversized and taking up too much room, along with being in a smaller text/font as well.

Plus there is now no consistency in the number of interactions waiting and the colours have disappeared. 

Sometimes it shows zero interactions waiting as a dash "-"

Sometimes it shows as a zero "0"

If this is an intended design change  - there needs to be clear advanced notice of these behaviour changes with examples.

The current 'future release notes' are just a single paragraph text with almost no context of what is actually changing other than 'improved dashboard'.

If this wasn't an intended design change - I would have hoped these changes were thoroughly tested to pick up on these issues before release.