Genesys Cloud
Deprecation: former customer journey tab

Announced on Effective date Aha! idea
2023-02-22 2023-04-26 -

On April 26, 2023, Genesys replaced the former customer journey tab with an enhanced version that is available with the addition of a new permission. Organizations that already added the permission are not impacted.

As a result, the former customer journey tab will no longer be available from the Live Now, Agent CX agent workspace, Interactions view, and Genesys Cloud for Salesforce embedded client interfaces.

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Live Now difference SCV

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Agent difference SCV

FAQs

Am I affected?

All Genesys Predictive Engagement organizations that currently use only the former customer journey tab are affected. Organizations that already added the External Contacts > Session > View permission to the needed roles are not affected.

After the removal date, the former customer journey tab will no longer be available from the following interfaces:

  • Live Now
  • Agent CX agent workspace
  • Interactions view
  • Salesforce embedded view

How can I prepare for this deprecation?

To prepare for the upcoming removal, add the External Contacts > Session > View permission to the roles that need access to the customer journey information.

What if I need help or have questions?

Contact My Support.