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Upcoming UI changes in agent desktop: Single customer view

  • 1.  Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 06-16-2022 10:11
    Edited by Matt Lawson 08-17-2022 14:58
      |   view attached

    Friday July 8th update:

    The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.



    Hello folks!

    We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center

    Genesys Cloud Resource Center remove preview
    Future release announcements - Genesys Cloud Resource Center
    Learn about upcoming Genesys Cloud features and related UI changes. For information about features scheduled for the next Genesys Cloud feature release, see Features coming soon. Genesys Cloud will perform rolling updates to the telephony administrator UI over the next few months. The changes may include updated icons for better visual alignment with other settings throughout the platform.
    View this on Genesys Cloud Resource Center >


    As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View

    We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.

    Let us know what questions you have.

    Thank you,
    Lucie



    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------

    Attachment(s)



  • 2.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 06-20-2022 14:57
    Will external contacts become "Division Aware".

    ------------------------------
    Brenda Wynne
    Alcon Vision LLC
    ------------------------------



  • 3.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 07-01-2022 09:29
    Hello, thanks for the question! Contacts themselves will not become division aware with this release. Note that the current interaction history is division aware. This means that if the contact (person) has multiple interactions across multiple divisions, you can limit visibility of those interactions per division or you can allow agents to see all interactions across divisions.

    The new journey is not division aware. You can see the full single customer view across divisions. If this doesn't work due to compliance, you have the choice to not leverage the feature and enable it for agents.

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------



  • 4.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 07-01-2022 09:20
    Hi Lucie

     I hope you are well, I was just wondering if partners would be able to get early access to this feature so we can show to our customer base prior to go live.

    ------------------------------
    Sean Lindsay
    Kerv Experience Limited
    ------------------------------



  • 5.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 07-01-2022 09:31
    Hello, yes! This is in beta. Can you email me your organization info at lucie.decristofaro@genesys.com?

    Here's the idea with more details: https://genesyscloud.ideas.aha.io/ideas/DIG-I-633

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------



  • 6.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 07-06-2022 17:32
    Hi. We currently are not leveraging the contact record from GC. Will my team notice any changes on their end that I need to review with them?

    ------------------------------
    LY LIM
    Cardinal Health 5, LLC
    ------------------------------



  • 7.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 07-08-2022 13:10
    Hey there, if you do not already leverage the contacts or the journey then no changes will be seen or perceived.

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------



  • 8.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 07-08-2022 13:12

    Friday July 8th update:

    The release is postponed: new date pending additional investigation. It is still available in beta for interested customers and partners, contact lucie.decristofaro@genesys.com to get access.



    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------



  • 9.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 07-08-2022 14:32
    Thanks. Don't need beta access when we currently do not leverage the feature at the moment. 
    My question was what is the difference in the user customer if we are not leveraging external contacts? like will they see or do anything different?

    ------------------------------
    LY LIM
    Cardinal Health 5, LLC
    ------------------------------



  • 10.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 07-21-2022 11:43
    Hi all, 

    For beta customers please note this session endpoint: GET /api/v2/externalcontacts/contacts/{contactId}/journey/sessions will not be available temporarily as we prepare for General Availability release. 

    This only impacts API users.

    There are no changes to the agent desktop.

    Thanks,
    Aoife 
    Product Manager - Journey 


    ------------------------------
    Aoife Kelly
    Genesys - Employees
    ------------------------------



  • 11.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 07-27-2022 12:45

    Hi all, 

    In order to release to General Availability we have created a new permission to provide greater control for admins agent visibility of the Journey tab.

    The new permission is called External Contacts > Session > View

    To enable this permission:

    1. Log on to your Genesys Cloud account.
    2. Select Admin section on the horizontal nav bar.
    3. Under the section People & Permissions. Select Roles/Permissions.
    4. Select the User role.
      1. Note the User role is default if you use a custom role for agents you will need to add the permission under that role.
    5. In the search box Permissions. Search for 'External Contacts'.
    6. Tick the 'External Contacts > Session > View' from the list.

    7. Add this permission for any other roles that would need to see the journey tab as you see fit.

    For beta customers; in order for agents to continue seeing the journey tab on the agent desktop admins must switch on the new permission by Thursday 4th August.

    If you have any Org specific questions please email me aoife.kelly@genesys.com

    Many thanks,



    ------------------------------
    Aoife Kelly
    Genesys - Employees
    ------------------------------



  • 12.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 07-27-2022 13:35

    I don't see that permission available to select in my org.  Does that new permission not appear until August 4th?

     

     

    Brenda Wynne

    Senior Manager Contact Center & Fax Services

    IT Customer Collaboration

     

    6201 South Freeway

    Fort Worth, TX 76134-2099 United States

    T +1 682 200 4200 | M +1 682 209 4872

    Brenda.Wynne@alcon.com

     






  • 13.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 07-28-2022 05:37
    Hi Brenda, 

    Thanks for replying. 

    It is available to be enabled across any role and all licences now.

    What licence are you trying to enable the permission on?



    ------------------------------
    Aoife Kelly
    Genesys - Employees
    ------------------------------



  • 14.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 07-29-2022 14:25
    I figured I would add it to PureCloud User role.  What would you suggest?

    ------------------------------
    Brenda Wynne
    Alcon Vision LLC
    ------------------------------



  • 15.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 08-02-2022 06:09
    Yes for standard roles; user would be the default to allow agents to see the journey tab.

    ------------------------------
    Aoife Kelly
    Genesys - Employees
    ------------------------------



  • 16.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 07-29-2022 14:28
    I'm still not seeing the permission in my Org which is on US East or my Org based in Ireland

    ------------------------------
    Brenda Wynne
    Alcon Vision LLC
    ------------------------------



  • 17.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 08-02-2022 06:11
    That is strange. I just emailed you now Brenda.

    ------------------------------
    Aoife Kelly
    Genesys - Employees
    ------------------------------



  • 18.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 08-02-2022 14:49
    I didn't get an email from you, and I just checked again.

    ------------------------------
    Brenda Wynne
    Alcon Vision LLC
    ------------------------------



  • 19.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 07-29-2022 11:24
    Happy Friday, everyone! Most of you are probably aware, but I wanted to mention in this thread that the Single Customer View was the topic of the latest Q&A Show! Join me and Lucie as we get a tour and discuss the upcoming release. 

    And reach out to Lucie if you want to join the Beta and help us test the functionality.  



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------



  • 20.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 08-15-2022 11:40
    Hello all, 

    I have taken over from Lucie on the Single view of customer product release.

    If you have any questions or queries in relation to the release of Single customer view for your organisation or would like to join the beta programme please email me aoife.kelly@genesys.com or feel free to comment on this thread for any general enquiries.  

    Thanks,
    Aoife

    ------------------------------
    Aoife Kelly
    Genesys - Employees
    ------------------------------



  • 21.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 08-17-2022 10:00
    Edited by Aoife Kelly 08-17-2022 13:51
      |   view attached
    Hi there, 

    For beta customers please note that on the agent desktop there is a bug we are fixing that impacts the display of first name and last name; no name is appearing of unidentified contacts effecting all channels manifesting itself in these type of scenarios; e.g. inbound calls not showing the city and state in these fields as default in the US and conversations from web chat not showing the pre chat survey first name or surname. A fix for this is being deployed on Saturday 27th August. It is a front end issue, it doesn't impact how contacts are being stored or retrieved. 

    It is possible to enable the beta for a select number of agents by cloning your existing agent role, adding on the new permissions associated with the beta for those agents and they can there is the new permission for the agent desktop which gives admins the control of changes on the agent desktop. 

    Details of the beta programme are available in the training content here. 

    Thanks,
    Aoife 


    ------------------------------
    Aoife Kelly
    Genesys - Employees
    ------------------------------

    Attachment(s)



  • 22.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 08-30-2022 10:03
    Edited by Aoife Kelly 08-30-2022 12:57
    Hi all, 

    We have that bug fixed. If you would like to join the beta please fill out the form here and we would be delighted to switch on the beta for you and get your feedback! 

    Also for developers find out about the new APIs available on this blog post by our Tech Lead Andrew Johnson. 
    Thanks,
    Aoife

    ------------------------------
    Aoife Kelly
    Genesys - Employees
    ------------------------------



  • 23.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 09-16-2022 08:45
    Edited by Matt Lawson 10-20-2022 10:23
    We are now ready to roll the first phase of Single Customer view out on a per region basis from next Wednesday 21st September. Please see this post for details on the region roll out. Genesys Cloud CX

    #Contactcenteragents #Omni-ChannelDesktop/UserInterface #UI 
    ------------------------------
    Aoife Kelly
    Genesys - Employees
    ------------------------------



  • 24.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 10-18-2022 02:56

    Hi Team,

    Just wondering - should the Customer Journey show if an Inbound Call became a Callback (and is still waiting)?

    For example: below highlighted inbound call left a Callback (and at the time of taking this screen shot, is still active and waiting)




    When clicking on the call - it says the Call has ended (which is technically correct) but the interaction is still ongoing/waiting as a Callback



    This would give the false impression that this interaction wasn't handled and no idea how it was ended (i.e. did the customer abandon, did we flow them out of the queue,  did they leave a callback, etc).

    Is there any plans to show Callbacks or how the interaction ended (other than 'Ended')?

    Cheers,



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



  • 25.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 10-24-2022 02:34
    Hi @Aoife Kelly @Lucie DeCristofaro @Matt Lawson

    Are you able to shed any light on the above about Callback visibility in the single customer view?​​​

    Thanks,​

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



  • 26.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 12-02-2022 04:33
    Hi Jeffrey,

    Apologies missed this post until now. Callbacks are not stitched channels at the moment, so this is the behaviour at the moment from an agent initiated or API triggered callback. I fully realise that this is confusing within the UI. We made a decision to release SCV with not all the channels stitched in order to deliver some value in the journey. 

    We are chartering this at the moment and expect to deliver in Q1 next year. I will keep you posted. 

    Thanks,
    Aoife

    ------------------------------
    Aoife Kelly
    Genesys - Employees
    ------------------------------



  • 27.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 02-09-2023 11:11

    @Aoife Kelly  

    Question for you: I see that the documentation states that SCV doesn't support campaigns, but it still should automatically populate the phone number in the search box and try to retrieve the contact. Can you confirm that this should be working for progressive-style campaigns within GC?

    I have been testing and it is not working, and wanted to check if this is expected behavior or if I should open a ticket. Thanks!



    ------------------------------
    Peter Stoltenberg
    TTEC Digital, LLC fka Avtex Solutions, LLC
    ------------------------------



  • 28.  RE: Upcoming UI changes in agent desktop: Single customer view

    GENESYS
    Posted 02-09-2023 12:59

    Hi Peter,

    Thanks for your question. 

    It would be stitching if it auto stitched to the last modified contact, but here it is doing an auto search which is different to what was released in October on Phase 1 of Single Customer View. We deployed this change on the 7th December.

    We had feedback from customers post release of Single Customer View that it was increasing average handling time to manually copy and paste the phone number. 

    We are not showing the campaign conversation session in the journey tab. This was not part of Phase 1 of Single Customer View release but we it is part of Phase 2 to be released over the coming months. 

    Thanks,
    Aoife 



    ------------------------------
    Aoife Kelly
    Genesys - Employees
    ------------------------------



  • 29.  RE: Upcoming UI changes in agent desktop: Single customer view

    Posted 02-09-2023 19:10
    Edited by Peter Stoltenberg 02-09-2023 19:12

    Hi Aofie,

    Thanks for the info. Sounds like it's not working the way I expect, and I should open up a ticket. On a progressive outbound Dialer call, the phone number for the customer is not going into the profile search page. It comes up totally blank, even though this phone number is mapped to an external contact.

    However, if I manually search the contact (using the phone number or name), they show up in the panel as expected.


    So, if the number should be pulling into the search screen.. then this is not working as intended and I will open a ticket. Please let me know if I am misunderstanding at all.

    Thanks,

    Peter



    ------------------------------
    Peter Stoltenberg
    TTEC Digital, LLC fka Avtex Solutions, LLC
    ------------------------------



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