Genesys Cloud - Main

Each month I like to highlight an interesting feature that our PM team has released for Genesys Cloud but for this month's top pick, I wanted to highlight something that included a post-release development. 

On August 11th, our PM team released a new update labeled as "Alert volume while on call setting available in main application". This new feature would allow users to adjust the volume of an incoming alert while they are currently on a call.  

In the past, I personally have been on a call with a customer when a colleague of mine tried to call. I remember the first time that I encountered this, I had a hard time focusing on the call at hand while my phone ring notification was running at full volume. Luckily, I was able to adjust the volume settings for all incoming calls to be lower after that incident. Unfortunately, that affected the volume of any incoming call ringing. 

With this new feature, agents are now able to make adjustments to their usual Phone Ringer Volume, as well as their Alert While On Call Volume. You can find this new setting in the User Preferences, under Sound settings. 

While this update may not seem as flashy as some of the other releases from our PM team, I wanted to highlight the moments after the release. Some of our eagle eared agents tried to lower the volume but noticed that they could only lower it down to 10%, instead of 0% like all the other sound settings.  

While the intent of the 10% minimum was a safeguard so that agents would not miss out on incoming audible notifications, there were some customers who trusted their agents and requested the minimum to be lowered to 0%. Our PM team was able to push out a speedy fix for this issue soon after. 

I've mentioned it before in some of my previous blog entries, but the Genesys Product Ideas Lab is a great place to visit, if you haven't already. It's full of amazing ideas by the people who use the Genesys Cloud platform and would like to see it be improved. If you've got an idea for a feature request, no matter how big or small, I highly recommend you submit it! 

#JasonsTopPicks