We're continuing to evolve the Genesys Cloud Agent Workspace with a more flexible, mode-driven experience designed to support a variety of user types. The goal is to make our user experience faster, clearer, and more intuitive for agents in the flow of work. Part of the evolution introduces a new Mode for inactive workitems assigned to a user.
Mode 2 - Inactive Mode (Workitems)
Mode 2 (Inactive Workitem Mode) is part of the new Workpanel + Roster architecture being developed. Mode 2 introduces a dedicated workspace context for non-connected inactive workitems, helping users manage deferred, paused, or asynchronous work without mixing it into active live interactions. The result is a cleaner mental model, better workload separation, and a more scalable foundation for future automation experiences.
- Workpanel - (New) Controls workspace context through modes
- Roster - (New Mode) Displays items for the active mode
- Main Stage - Displays the selected item context
Mode 2 - Inactive Mode (Workitems) specifically focuses on:
- Assigned work that is not currently active or connected
- Deferred or paused workload
- Non-connected workitems
- Intentional resume/re-engagement workflows
When a workitem is activated (returned to roster), it automatically moves into Active Mode. When disconnected or paused, it returns to Inactive Mode - creating a clear lifecycle between "working now" and "work to return to later."
Note: The name of Mode 2 is NOT finalized
Why this matters
Historically, Agent Workspace experiences were heavily optimized around live queue-based interactions. As organizations adopt more asynchronous and automation-driven workflows, that model becomes increasingly limiting.
Mode 2 helps address this by:
- Separating live interactions from deferred work
- Reduction in UI navigation to other UI's within Genesys Cloud for inactive work (Task List)
- Reducing cognitive overload
- Creating a cleaner operational workflow
- Supporting associate-style multitasking behavior
- Establishing a scalable architecture for future workload types
The broader initiative is designed to support multiple personas including traditional agents, non-traditional associates, and Work Automation / Case Management users inside a single consistent workspace experience.
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Zach Hinkle
TEST
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