Section

Reviewer

Page

Date

Original Comment

Last Reply Author

Last Reply Date

Remediated

Last Reply Text

(No Section Found)

Dyer, Alicia

1

5/23/2025 10:44

Required: This needs to be named according to the FX Module/Application name and all associated KBS articles should also follow this standard

Alisha Linton

6/9/2025 20:16

1

Added clarity to identify the module application

Section Section 3 LOGIN AND NAVIGATION

Jenks, Amy M

31

5/23/2025 15:07

Required: I believe this should be ‘public’ not ‘publish’.

Jonathan LeBlanc

5/28/2025 13:40

1

Corrected.

Section Section 3 LOGIN AND NAVIGATION

Jenks, Amy M

31

5/23/2025 15:10

Clarification: Is this the correct Exhibit reference? That exhibit is for adding widgets to a new Dashboard. This step is saying to select the dashboard you want to make public. This doesn’t seem to align. Is it actually supposed to reference exhibit 3-17?

Jonathan LeBlanc

5/28/2025 14:10

1

Remediated

Section Section 3 LOGIN AND NAVIGATION

Jenks, Amy M

32

5/23/2025 15:12

Clarification: The icon boxed in red is the ‘Edit’ function. This step is saying to select the show/hide icon. Which one is the show/hide icon, and shouldn’t the dashboard name that is being made public show somewhere in this pop-up? I’m confused.

Jonathan LeBlanc

5/28/2025 14:11

1

Remediated

Section Section 3 LOGIN AND NAVIGATION

Jenks, Amy M

33

5/23/2025 15:15

Deliverable Reviewers self-classify their comments (Add type, listed below, as first word in comment, in both comment tracker and Word documents): Critical: The resolution of these comments, including clarifications, is essential and must be completed to approve deliverable. Discussion with the vendor is likely required to resolve. Required: (Documentation/corrections/formats) The resolution of these comments, including clarifications, is important and necessary to approve the deliverable. Conditional approval to move forward - project tasks dependent upon the approval on this artifact can commence. This artifact will be eligible for payment upon final approval. Suggestion: The resolution of these comments is not necessary for the approval of the deliverable. Clarification: The resolution of this comment is dependent on discussion between Deliverable Reviewer and vendor. Vendor to reach out to the Deliverable Reviewer to discuss further PRIOR to remediation and resubmission. Vendor to update comment(s) with discussion notes.

Jonathan LeBlanc

5/29/2025 8:28

1

N/A

Section Section 4 FINDING AND VIEWING INTERACTIONS

Jenks, Amy M

37

5/23/2025 15:22

Clarification: Is there somewhere in this document that outlines what each of the icons, in the right top corner of the list, does? I couldn’t find it anywhere. If not, there should be steps to do what each of those icons provides functionality for.

Jonathan LeBlanc

5/29/2025 9:19

1

I have added steps to show what these additional buttons do while you’re in a view.  Remediated.

Section Section 4 FINDING AND VIEWING INTERACTIONS

Jenks, Amy M

38

5/23/2025 15:19

Clarification: What was selected, on the previous screen, to launch the date range picker?

Jonathan LeBlanc

5/29/2025 9:20

1

I have updated the photo to clarify what you select to launch the range picker.

Section Section 4 FINDING AND VIEWING INTERACTIONS

Jenks, Amy M

38

5/23/2025 15:21

Clarification: What did you select, and on which screen, to get to this filter screen?

Jonathan LeBlanc

5/29/2025 9:21

1

I have updated a photo and steps to clarify how to launch filters within a view.

Section Section 4 FINDING AND VIEWING INTERACTIONS

Jenks, Amy M

40

5/23/2025 15:24

Required: Include a reference to the Exhibit, which captures the list of interactions, since this step says to select an interaction.

Jonathan LeBlanc

5/29/2025 11:00

1

Updated with additional exhibits to clarify process.

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

42

5/23/2025 15:28

Required: This is an incorrect Exhibit reference. This appears to be 4-1, not 3-1.

Jonathan LeBlanc

5/29/2025 11:01

1

Revised to 4-1

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

42

5/23/2025 15:41

Required: Include reference to the related Exhibit 4-1 for this step as well. We need to be consistent. The reference is included under the Monitoring a Customer section, so please include it here as well.

Jonathan LeBlanc

5/29/2025 11:03

1

Updated to include reference to exhibit 4-1.

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

43

5/23/2025 15:30

Required: Activity is spelled wrong.

Jonathan LeBlanc

5/29/2025 11:03

1

Corrected spelling error.

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

45

5/23/2025 15:39

Required: Since this is a user manual, there needs to be steps to cover what functionality is available under each of the tabs shown in Exhibit 5-5. This includes timeline, quality summary, transcript, audit trail and customer journeys. If these tabs aren’t available or don’t function, then there needs to be a note to that affect.

Jonathan LeBlanc

6/2/2025 11:08

1

This user manual provides a high-level overview to assist with specific tasks. For detailed, step-by-step instructions and task-specific guidance, please refer to the Genesys Cloud job aids, which offer in-depth breakdowns of system features and processes.

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

47

5/23/2025 15:44

Clarification: What are the monitoring controls? The ellipses in the top center, the - and x buttons, the play button in the top left, and the 2 buttons below GTS, aren’t described. All that detail should be included here, so a user can understand all the functionality available and what each does.

Jonathan LeBlanc

6/2/2025 12:38

1

The application has been updated to remove these unnecessary controls. I have updated pictures and steps to reflect this.

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

48

5/23/2025 15:36

Clarification: In Exhibit 5-7, the blue drop down arrow, when selected for Internal, shows Monitor and Coach. In addition, under Internal in 5-7, there are different details. It appears that once you select Monitor, the language changes to say ‘Multiple’. And then the blue drop down arrow has different selections based on 5-9. Is this all correct? If so, all those details need to be spelled out within the appropriate steps, so it is clear how it functions. Otherwise, this can be confusing.

Jonathan LeBlanc

6/2/2025 12:48

1

I have updated the screenshot to reflect the recent changes in the application. The language changes after the call has been monitored to clarify that a Supervisor or Admin has monitored the call. Please note that the options available in the blue dropdown menu remain unchanged, they are static, consistently offering the options Monitor, Coach, and Barge-In. This section provides a high-level overview of the monitoring process, with details specifically focused on the monitoring functionality.

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

48

5/23/2025 15:50

Required: There is a missing step where the user has to enter Queue Activity in the search field. There should be a step before this that captures that, and references the same 5-1 Exhibit.

Jonathan LeBlanc

6/2/2025 8:41

1

Added step 4 to address this.

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

51

5/23/2025 15:45

Clarification: Same as comment associated with Exhibit 5-8 above. Include all the details.

Jonathan LeBlanc

6/2/2025 12:53

1

There are no longer monitoring controls as the application has been updated. The only controls available now are the option to stop the monitoring. I have updated the steps and screenshots to reflect.

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

52

5/23/2025 15:48

Clarification: Similar to comment associated with Exhibit 5-9. In Exhibit 5-11, the blue drop down arrow, when selected for External, shows Monitor.  It appears that once you select Monitor, and the pop-up displays, the blue drop down arrow has different selections based on 5-13. Is this all correct? If so, all those details need to be spelled out within the appropriate steps, so it is clear how it functions. Otherwise, this can be confusing.

Jonathan LeBlanc

6/2/2025 12:57

1

Because of the application update, they have simplified monitoring a customer. There is no longer any additional information or changes to the blue drop down. I have updated the screenshot to reflect.

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

52

5/23/2025 15:51

Required: There is a missing step where the user has to enter Queue Activity in the search field. There should be a step before this that captures that, and references the same 5-1 Exhibit.

Jonathan LeBlanc

6/2/2025 8:46

1

Added step 4 to address this comment.

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

53

5/23/2025 15:55

Required: There are multiple steps missing here, and there should be an Exhibit reference for this step. Based on the steps outlined for monitoring an agent, 5-2 is the Exhibit showing the Interacting section at the bottom of the screen. The user then has to click on the vertical menu to the right of the applicable interaction, and then select the Details icon (open book). Upon selecting the Details icon, the user is then navigated to this screen here in 5-14 and selects either Monitor or Coach. And while this section is for Coaching, the screenshot here, for 5-14, shows a ‘Stop Monitoring’ selection, which would elude to the user having to first select ‘Monitor’ and then gets a selection for Coach??? All of these steps need to be included and confusion cleared up.

Jonathan LeBlanc

6/2/2025 17:40

1

I have added steps and updated several screenshots to clarify and make this process more easily digestible.

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

54

5/23/2025 16:00

Clarification: I am thoroughly confused at this point. The GTS pop-up screen, based on the steps for monitoring, shows up after the user clicks the Internal drop down and has Monitor and Coach as selection. So do you have to do that too? And if not, how is the pop-up showing? And where is the list of agents to select from? Didn’t the user have to select the Details icon next to the interaction they want to coach? (ties to comment above). All of these steps and missing details need to be spelled out, and it seems possibly more Exhibits need to be included. And if the list of agents would show in the pop-up where the Coach selection is, then please include an Exhibit that shows how that looks for clarity.

Jonathan LeBlanc

6/2/2025 17:41

1

See previous comment. Steps and pictures have been updated.

Section Section 5 MONITORING AND COACHING

Jenks, Amy M

55

5/23/2025 16:02

Required: The GTS pop-up has different buttons once they begin Coaching. Please include steps or a note that details what each button does, so the functionality available is clear on how it works. And once you select Coach, is that when the Stop Coaching dynamically displays? This detail needs to be included.

Jonathan LeBlanc

6/2/2025 17:43

1

Previous two comments address this. Screenshots and steps have been updated.

(No Section Found)

Jenks, Amy M

57

5/23/2025 16:06

Clarification: Which view are they selecting as part of this manual? Is it any of the views in the screenshot?

Jonathan LeBlanc

6/2/2025 10:25

1

It can essentially be any view listed here. You can build a report view from any of the listed views here.

(No Section Found)

Jenks, Amy M

58

5/23/2025 16:07

Required: Include an Exhibit that shows the screen from which the filter icon is selected. Meaning, once the user selected the applicable view in Step 4 above, which is related to Exhibit 6-1, what does the screen look like? Exhibit 6-2 is what shows after they have selected the filter icon.

Jonathan LeBlanc

6/2/2025 17:50

0

Remediated.

(No Section Found)

Jenks, Amy M

59

5/23/2025 16:08

Required: Capitalize View, since it is capitalized in the hover text of the screenshot.

Jonathan LeBlanc

6/2/2025 8:51

0

Remediated

(No Section Found)

Jenks, Amy M

59

5/23/2025 16:11

Required: Capitalize Name.

Jonathan LeBlanc

6/2/2025 8:51

0

Remediated.

(No Section Found)

Jenks, Amy M

59

5/23/2025 16:13

Clarification: Did the drop down default initially as ‘Today’ or is it null, and that is what was selected for Step 10? And what is the specific action that triggers the calendar function? Is it when they select something different from Today, if that is the default, or when they select anything, if null is the default?

Jonathan LeBlanc

6/2/2025 10:32

1

Updated verbiage on step 10 to clarify time period options and updated the exhibit.

(No Section Found)

Jenks, Amy M

60

5/23/2025 16:15

Clarification: Is this the screen that displays once they click the Save button in Exhibit 6-4? I wouldn’t think so. Wouldn’t the user be returned to the previous screen Exhibit 6-3, where they then click Save? If so, then what happens after they click Save? Where are they navigated to? How did they get to the screenshot in 6-5? All of these details and steps need to be included to make sense, and be helpful to the user who is going through this user manual. Also, where are the steps for the other tab functions that display in this screenshot? If they aren’t available, a note should be captured. If they do function, they should be included in this user manual.

Jonathan LeBlanc

6/2/2025 10:39

1

The view stays open during this entire process. The “Save View” pane is a side bar that doesn’t hide the view you are saving. Once you click save, the “Save View” side bar minimizes.

Count

28

Remediated

25

89.29%

Not Remediated

3

10.71%