It's a little involved, I'll try to clarify. We're currently at step 2a in the process above. The new permissions and APIs were introduced in step 1 a number of weeks ago, but the UI doesn't use them yet. Step 3 will update the agent desktop and Salesforce embedded client UIs to use the new APIs and enforce the new permissions. That development work is done, but not rolled out. We're currently verifying that the new permissions have been backfilled to all the roles which currently do transfers. Only after we've confirmed that, will we then update the UI. The UI won't be 'removed', rather options (buttons or tabs) will be hidden, depending on the permissions present. And just to reiterate: the purpose of the backfill is to make sure that nobody sees any change in behaviour after we release the UI changes, until and unless they go in and remove the backfilled permissions from their roles.
Original Message:
Sent: 04-10-2024 15:08
From: Izeck McRae
Subject: Transfers roadmap including new transfer APIs
David,
Can you help clarify the delivery of this project? I see now in my roles the ability to remove the permission Conversation>Communication>blindTranser but that doesn't appear to do anything to prevent the agent from using blind transfer or changing the UI. In looking at the roadmap, I see a target release of April 22nd for the ability to control transfer behavior, but the attached idea is related to removing the Blind transfer/Consult Transfer UI. Thanks in advance!
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Izeck McRae
The Church of Jesus Christ of Latter-day Saints
Original Message:
Sent: 03-25-2024 05:32
From: David Farrell
Subject: Transfers roadmap including new transfer APIs
That's correct.
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David Farrell
Genesys - Employees
Original Message:
Sent: 03-25-2024 01:58
From: Takanori Ueno
Subject: Transfers roadmap including new transfer APIs
Hi David,
https://genesyscloud.ideas.aha.io/ideas/INB-I-915
I understand this idea will be released. If this idea is released, for example, will users who do not have blind transfer permissions no longer see the blind transfer operation buttons in the UI? This is a feature that my customers have also requested.
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Takanori Ueno
NEC Corporation
Original Message:
Sent: 01-31-2024 11:01
From: David Farrell
Subject: Transfers roadmap including new transfer APIs
Community members,
I want to provide an update on our plans around transfer functionality. There are a number of highly requested ideas in the ideas portal in this area which we have plans to address over time in a number of stages, starting today with the announcement in this week's release notes https://help.mypurecloud.com/releasenote/january-31-2024/ for new transfer APIs and permissions. This is initially an API only release; more details below.
New transfer APIs and granular transfer permissions
The first stage in our transfer roadmap is to introduce permissions for transfers. This is tracked by a number of ideas, which have generally been merged to https://genesyscloud.ideas.aha.io/ideas/INB-I-915. This is represented on our roadmap as 'Decompose Transfer Permissions into more granular functions'. When implemented, administrators will be able to configure whether users can perform blind or consult transfers to any other user, any queue or any external contact. Controlling transfers to specific queues (by schedule, media type, or by excluding/including specific queues) is not part of the scope of this feature, however this is foundational work which will allow us to progress those other features.
Because our transfer APIs don't currently have any permissions associated, to implement this feature we've had to bring in new APIs with their own permissions. Those new APIs and permissions will be released this week under https://genesyscloud.ideas.aha.io/ideas/CEIH-I-71 'Transfer APIs which have permissions to restrict transfers to queue, users or external contacts', and can be used by any third party transfer tools which are in use.
New transfer APIs:
- POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/agent
- POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/external
- POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/queue
- POST api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult/agent
- POST api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult/queue
- POST api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult/external
New granular transfer permissions:
- conversation>communication>blindTransfer
- conversation>communication>consultTransfer
- conversation>communication>blindTransferAgent
- conversation>communication>blindTransferQueue
- conversation>communication>blindTransferExternal
- conversation>communication>consultTransferAgent
- conversation>communication>consultTransferQueue
- conversation>communication>consultTransferInternal
When the new APIs are initially released, the transfer functions in the user interface will not immediately be updated to use those APIs. This is because we first need to run an automated backfill of the new permissions to the Employee user role, so that on moving to the new APIs, there will be no loss of functionality for users performing transfers. That may not catch all users currently performing transfers (for example, where organizations have removed the Employee role from their users). This may necessitate us engaging with some organizations to ensure the required permissions are put in place for any custom roles.
Once we're sure that all roles currently performing transfers across all GC orgs have the new permissions, we'll then be able to update the transfer functions in the Genesys Cloud user interface to point at the new APIs. Because all the roles currently performing transfers will have the new permissions, there will be no loss of functionality for agents, or indeed any difference at all in capability from before the update.
At that point, administrators will be able to remove any permissions which they don't want agents to have. For example where an agent should be restricted from blind transfers to other agents or external contacts, the administrator would remove the conversation>communication>blindTransfer permission, and add the conversation>communication>blindTransferQueue permission. The update of the user interfaces (agent UI and embedded client/embedded framework) to use the new APIs will be tracked by https://genesyscloud.ideas.aha.io/ideas/INB-I-915 (please check the merged ideas if you're tracking a different Idea reference).
So to summarize the plan here:
- https://genesyscloud.ideas.aha.io/ideas/CEIH-I-71 releases new transfer APIs and permissions (In progress)
- Genesys runs automated backfill of new permissions to all roles currently doing transfers (in progress)
- This step may involve us needing to work with specific customers to ensure all roles are backfilled, and so may take a number of weeks
- Genesys updates transfer UIs to use the new transfer APIs (timing TBC) and releases under https://genesyscloud.ideas.aha.io/ideas/INB-I-915
Roadmap for transfer functionality
On completion of this work, we'll progress to other areas of the transfer roadmap, to include:
I hope with this progression we'll be addressing some of the core challenges you're all facing with transfers. I appreciate your continued feedback on how we can improve Genesys Cloud in this area.
#Roadmap/NewFeatures
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David Farrell
Genesys - Employees
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