Original Message:
Sent: 04-01-2024 15:01
From: Kris Charles
Subject: Genesys Cloud CX Release Notes - March 25 2024
We are also seeing similar issues since the update. Our agents are reporting the following issues:
- "Return to Genesys" Pop-Up - Return to Genesys pop up on attachment. Does not go away. Causes refresh and disconnects when clicked.
- Agents being taken off queue while handling email interactions - While on queue and working on an email interactions agents are randomly being thrown into Off Queue. The system provides them with the notification pop up in the upper right hand corner that they are scheduled to be on queue and it's at that point agents are realizing that Genesys took them off queue. In some cases the agents have to manually put themselves back on queue and in other cases the system puts them right back on queue. The only correlation we have been able to find is that this only seems to be occurring on interactions with attachments (so after the agent opens an attachment) or on interactions in which the agent is uploading an attachment to their outbound response.
- Broken Image link in new Email UI - This pertains to the desktop application and the new UI email editor. The inserted/pasted image shows as a broken image link.
- Outbound Email Characters being changed - We have another issue that has been identified. A handful of agents have reported characters being changed in their outbound emails after sending. This was caught due to some folks copying their personal email boxes. When the message was opened in outlook, the change was identified. For example, instead of quotation marks (i.e. " "), " is inserted in the email text.
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Kris Charles
Owens Corning Sales, LLC.
Original Message:
Sent: 03-28-2024 17:06
From: Sharadkumar Pujari
Subject: Genesys Cloud CX Release Notes - March 25 2024
Hi Mate,
Thanks for your reply. We tried to refresh the app but issue still there.
The issue is - When agent receives email interactions and agent clicked on download all on the attachment that time Genesys cloud app is getting refreshed again and again. Could you please help me on this.
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Sharadkumar Pujari
AIG Global Operations, Inc.
Original Message:
Sent: 03-28-2024 05:44
From: Mate Janos Foldi
Subject: Genesys Cloud CX Release Notes - March 25 2024
Hi Sharadkumar,
Can you please try to refresh the browser or the desktop app. The css styling issues seems to get resolver by the refresh. The following command should work for both the browser and the desktop app.
Windows: ctrl + shift + R
Mac: cmd + shift + R
This is the correct style of the editor:
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Máté Földi
Genesys PM
Original Message:
Sent: 03-27-2024 17:21
From: Sharadkumar Pujari
Subject: Genesys Cloud CX Release Notes - March 25 2024
Hi Dianne,
Which version of Genesys desktop application helps to resolve this issue? We are using 2.23.732.0 version and facing the same issue.
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Sharadkumar Pujari
AIG Global Operations, Inc.
Original Message:
Sent: 03-27-2024 12:34
From: Dianne Gabriel
Subject: Genesys Cloud CX Release Notes - March 25 2024
Hi Mate,
Thanks for your reply.
We had a troubleshooting session today and issue got resolved when we updated the desktop client. Appreciate you reaching out to help!
Have a great day.
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Dianne
Original Message:
Sent: 03-27-2024 05:04
From: Mate Janos Foldi
Subject: Genesys Cloud CX Release Notes - March 25 2024
Hi Dianne,
1. So there is a way to check the network health in the desktop too.
go to the calls menu on the left sidebar, click on the settings cogwheel, under Audio controls click on Run diagnostics.
2. As an alternative option, Is there a chance for you to log in to the browser version and get the network logs?
Thank you,
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Máté Földi
Genesys PM
Original Message:
Sent: 03-26-2024 16:51
From: Dianne Gabriel
Subject: Genesys Cloud CX Release Notes - March 25 2024
Hi Mate,
No support case created for this but I can create one.
This is the Genesys Cloud desktop client so I can't check network tab or console log.
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Dianne
Original Message:
Sent: 03-26-2024 16:32
From: Mate Janos Foldi
Subject: Genesys Cloud CX Release Notes - March 25 2024
Hi Dianne,
Thank you for getting in touch with us.
Is there a Sales Force case for this issue? Could you please get more details?
Best would be to check the network tab of the browsers' developer tool when the agents are trying to load the component.
What status do they get back. A screenshot like this would be very helpful:
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Máté Földi
Genesys PM
Original Message:
Sent: 03-26-2024 15:21
From: Dianne Gabriel
Subject: Genesys Cloud CX Release Notes - March 25 2024
Hi Antwuan,
Any status update? We are still seeing a broken UI in Genesys Cloud Desktop:
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Dianne
Original Message:
Sent: 03-26-2024 10:17
From: Antwuan Rencher
Subject: Genesys Cloud CX Release Notes - March 25 2024
Braiden,
I reached out to the product team, they are aware of the issue and it is currently under investigation.
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Antwuan Rencher
Genesys - Employees
Original Message:
Sent: 03-26-2024 04:53
From: Braiden Woodward
Subject: Genesys Cloud CX Release Notes - March 25 2024
Posting this here in the hope that the Genesys product team will see it.
Since the deployment of 'Agent dashboard email component update' into the London region yesterday, 4 different customers / orgs have reported significant issues with email display. Emails either show as blank or have lost the HTML formatting. When replying to the email, it appears correctly and opening it outside of Genesys also works.
Cases have been raised with Customer Care who don't seem aware of the release. We have additional customers in the other regions who will be impacted by the further rollout and this needs some Genesys attention.
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Braiden Woodward
Kerv Experience Limited
Original Message:
Sent: 03-25-2024 09:33
From: Antwuan Rencher
Subject: Genesys Cloud CX Release Notes - March 25 2024
Conversation summarization with Genesys Agent Assist for Voice
Genesys Agent Assist now offers conversation summarization for voice interactions. The summarization process automatically generates summaries of conversations between agents and customers. Previously, conversation summarization was limited to digital channels.
Agent dashboard email component update
Genesys Cloud has an updated agent email UI. The email component features an improved user interface, including improved thread handling, visual hints, resolution of known issues, and maintains parity with the previous version. The updated interface offers a more user-friendly experience and also introduces new, smaller features that do not affect existing functionality.
Genesys Cloud will begin to deploy the updated agent email UI according to the following deployment schedule:
- March 25, 2024: Europe (London), EMEA (London)
- March 26, 2024: Canada (Central), Americas (Canada), Europe (Paris), EMEA (Paris)
- March 27, 2024: Asia Pacific (Singapore), Asia Pacific (Sydney), US West (Oregon), Americas (US West), US East (N. Virginia), Americas (US East), Europe (Ireland), EMEA (Dublin)
Genesys Cloud previously introduced the updated agent email UI to the following regions: Europe (Zurich), EMEA (Zurich), Middle East (UAE), EMEA (UAE), Asia Pacific (Osaka), Asia Pacific (Mumbai), Asia Pacific (Seoul), and South America (São Paulo), Americas (São Paulo).
In April, Genesys Cloud will deploy the updated agent email UI in the Asia Pacific (Tokyo) and Europe (Frankfurt), EMEA (Frankfurt) regions.
Audit Viewer alternate search parameters support
Administrators can now narrow a search to specific audit events via the improved Audit Viewer, which includes more filter and search parameters. The enhancements include the ability to view all events within a specified time range; search by service, entity, or user; and access additional information.
Inbound and outbound filter for gamification metrics
Administrators and supervisors can now setup gamification metrics so that they only account for inbound or outbound interactions. By default, and for existing gamification metrics, Genesys Cloud considers both directions during points calculation.
Deprecation postponement: Active screen recordings UI
On September 20, 2023, Genesys announced the removal of the Manage Active Screen Recordings UI on March 27, 2024, and the deprecation of corresponding APIs, replaced by a count of active screen recordings on the Recording Management UI. Genesys has postponed the removal and deprecation to May 20, 2024.
#Roadmap/NewFeatures
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Antwuan Rencher
Genesys - Employees
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