Thanks Rowena, and no problem. I ended up doing some testing with this and still got mixed results at best. However, I got an update from care on the case I opened, and as of Monday they stated that a fix was deployed to production. I'm still watching things, but based on my testing after that and actual production interactions thus far, the fix seems to have solved the issue.
Original Message:
Sent: 04-30-2025 23:00
From: Rowena Knill
Subject: Notes and Wrap up panels - Enhancement
Sorry for delayed reply, I have been away.
Yes, most of our work is in external CRMs, so we rarely need to add notes to the interactions directly. I think that when we are entering the notes they are only after the interaction has ended and during the wrap status.
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Rowena Knill
Data, Reports Analyst
Original Message:
Sent: 04-14-2025 06:13
From: Emily Kammerer
Subject: Notes and Wrap up panels - Enhancement
That's very interesting, Rowena. My agents are entering their notes prior to selecting their wrap code as well. However, they often start them while still connected to interactions (vs in wrap status), which had been saving fine up until this point. Are your agents entering notes in wrap status but just before selecting the wrap code? If so, that may something I need to test out.
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Emily Kammerer
Manager - Telephony Systems
Original Message:
Sent: 04-13-2025 23:04
From: Rowena Knill
Subject: Notes and Wrap up panels - Enhancement
We rarely use the notes function, but have just started to use it for a new project, and my agents are reporting that if they select the wrap up and then enter notes, the notes do not save. If they enter the notes before selecting the wrap up then the notes do save.
As we haven't used this before, I can't say if it is related to your issue or if it has always been this way.
------------------------------
Rowena Knill
Data, Reports Analyst
Original Message:
Sent: 04-04-2025 12:08
From: Emily Kammerer
Subject: Notes and Wrap up panels - Enhancement
I'm seeing a potential issue with the Notes panel. It would appear that it is no longer saving information entered here, and rather is clearing it out after the interaction is complete. My agents use this area heavily for email interactions, and it's critical that the information entered in retained for business use. This had been previously working as expected. he release schedule states my region received this update on Tuesday 4/1, and starting on Wednesday 4/2, the notes panel appears to have stopped retaining the text entered by agents. This was the case for every interaction an agent stated they added text to the Notes panel for, so it seems unlikely that the agent just forgot/ it was user error. Did the panel update change this? This has a significant impact.
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Emily Kammerer
Manager - Telephony Systems
Original Message:
Sent: 03-26-2025 19:52
From: Nicholas Robinson
Subject: Notes and Wrap up panels - Enhancement
Hi @Vaun McCarthy
There we no roll backs last week regarding wrap up.. We just began rolling out this week. ?? There was a rollback about 2-3 weeks ago
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Nicholas Robinson
Principal Product Manager
Genesys - Employees
Original Message:
Sent: 03-26-2025 17:45
From: Vaun McCarthy
Subject: Notes and Wrap up panels - Enhancement
Hi Nicholas, is there any chance this change had an impact on the wrap up code tab when copilot has been deployed? Was anything at all picked up and rolled back on the wrapup code work last week?
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Vaun McCarthy
Original Message:
Sent: 03-20-2025 15:00
From: Nicholas Robinson
Subject: Notes and Wrap up panels - Enhancement
https://help.mypurecloud.com/improved-wrap-up-panel-ui/
------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
Original Message:
Sent: 03-06-2025 12:35
From: Caleb Koehler
Subject: Notes and Wrap up panels - Enhancement
When is the Genesys Cloud Release schedule going to be updated with this information? That is still reflecting releases starting on Monday and completing Wednesday of the release week. Where did they announce this change? Our organization was unaware of this change.
------------------------------
Caleb Koehler
SYSTEM AMD DEVELOPMENT ANALYST 1
Original Message:
Sent: 02-26-2025 16:43
From: Nicholas Robinson
Subject: Notes and Wrap up panels - Enhancement
Hi @Darshan Dave We officially begin the extended release schedule on 3/3 and based on extended schedule (below). You're correct you should see the updates appearing on 3/10.
EXTENDED RELEASE SCHEDULE
Week 1 (Week of Monday, March 3, 2025)
Monday
AWS region | Production AWS region name | Feature release (Eastern Time) | Feature release (Local Time) |
Asia Pacific (Seoul) | prod-apne2 | 1000 | 2400 |
Asia Pacific (Singapore)* | prod-apse1 | 1000 | 2300 |
Asia Pacific (Mumbai) | prod-aps1 | 1000 | 2030 |
Tuesday
AWS region | Production AWS region name | Feature release (Eastern Time) | Feature release (Local Time) |
Africa (Cape Town)* | prod-afs1 | 0900 | 1600 |
Asia Pacific (Hong Kong)* | prod-ape1 | 0900 | 2100 |
Asia Pacific (Jakarta)* | prod-apse3 | 0900 | 2000 |
Asia Pacific (Osaka) | prod-apne3 | 0900 | 2300 |
Asia Pacific (Sydney) | prod-apse2 | 0900 | 0100 Wednesday |
Europe (London) | prod-euw2 | 2000 | 0100 Wednesday |
Europe (Zurich) | prod-euc2 | 2000 | 0200 Wednesday |
Europe (Paris)* | prod-euw3 | 2000 | 0200 Wednesday |
Middle East (UAE) | prod-mec1 | 2000 | 0500 Wednesday |
Wednesday
AWS region | Production AWS region name | Feature release (Eastern Time) | Feature release (Local Time) |
Asia Pacific (Tokyo) | prod-apne1 | 0900 | 2300 |
Europe (Ireland) | prod-euw1 | 2000 | 0100 Thursday |
Europe (Frankfurt) | prod-euc1 | 2000 | 0200 Thursday |
Week 2 (week of Monday, March 10, 2025)
Monday
AWS region | Production AWS region name | Feature release (Eastern Time) | Feature release (Local Time) |
Canada (Central) | prod-cac1 | 2000 | 2000 |
South America (Sao Paulo) | prod-sae1 | 2000 | 2200 |
Tuesday
AWS region | Production AWS region name | Feature release (Eastern Time) | Feature release (Local Time) |
US East (N. Virginia) | prod-use1 | 2000 | 2000 |
Wednesday
AWS region | Production AWS region name | Feature release (Eastern Time) | Feature release (Local Time) |
US West (Oregon) | prod-usw2 | 0900 | 0600 |
US East 2 (Ohio)-FedRamp | fedramp-use2-core | 2000 | 2000 |
Thanks so much for your patience...
------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
Original Message:
Sent: 02-26-2025 16:24
From: Darshan Dave
Subject: Notes and Wrap up panels - Enhancement
Thanks Nichols, that would be helpful.
Do we know the release date of these two features as I could not see exact date on idea portal/announcement/release notes
They were supposed to be released in Feb 24 release for CA-central region but now it only shows 2 weeks, Should we assume March 10 as new effective date?
------------------------------
Darshan Dave
Original Message:
Sent: 02-26-2025 16:18
From: Nicholas Robinson
Subject: Notes and Wrap up panels - Enhancement
Hi @Darshan Dave. Yes they were present , but removed due to some last minute changes, and an unforeseen technical issue with publishing these updates. I'm hoping to have them posted here within the next hour. Also we are planing to release on Monday, March 3, there was also suppose to be a revised regional rollout schedule post along side of the release notes and announcement as well
Thanks so much for your patience...
------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
Original Message:
Sent: 02-26-2025 15:27
From: Darshan Dave
Subject: Notes and Wrap up panels - Enhancement
Hello,
As I review the release notes/announcements, both notes and wrap up panel enhancements have been postponed from Feb 17 release. Does product team know the exact week/release date when they will be available?
- Notes Panel (Enhanced Genesys Cloud notes panel UI - Genesys Cloud Resource Center) - Earlier, there were screenshots of the enhancements, but now it is only text description. Does anyone have them?
- Wrap up Panel (https://help.mypurecloud.com/improved-wrap-up-panel-ui/) - Are there any screenshots available?
------------------------------
Darshan Dave
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