Genesys Cloud - UI New Features

*** THIS ENTRY WILL BE UPDATED ****

We're evolving the Agent Workspace experience-with updates focused  Introducing Workpanel Navigation & Modes (extending support for Associates Users , Workitems), starting (add) conversations, and Roster Cards (Conversations) . This is all about making things faster, clearer, and more intuitive for agents in the flow of work.  Target dates and additional documentation will be available soon.

🔹 Introducing Workpanel Navigation & Modes 

We're introducing a clearer way to manage context with Active (Live) and Inactive modes.

• Active / Live: What needs your attention right now (i.e Voice, Web Message, email)
• Inactive: What's still relevant but not urgent (i.e . Workitems) 
  This helps reduce noise and lets agents focus without losing context.

🔹 "Add Conversation" panel - streamlined start

Starting a conversation just got simpler.

• More structured layout across Voice, Email, and Message
• Cleaner input flow (on behalf of queue, contact, etc.)
• Improved dialpad interaction and clarity

These are initial designs, and we're continuing to refine them.   More updates to come.

🔹 Roster Cards (conversations)  - cleaner, smarter, more usable

We've refined the roster card layout to improve scanability and consistency.

• Stronger visual hierarchy → key info stands out immediately
• Better alignment with the AW component library
• Cleaner grouping of interaction details and actions

*** THIS ENTRY WILL BE UPDATED ...BOOKMARK THIS PAGE  ****

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Nicholas Robinson
Principal Product Manager
Genesys - Employees
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Thanks for sharing this@Nicholas Robinson.

The Active / Inactive modes look like a great addition, especially for reducing clutter while still keeping context accessible. The Add Conversation panel also looks much cleaner and more structured, particularly with the "on behalf of queue/contact" flow and improved dialpad.

The updated roster cards are a nice touch too - the clearer hierarchy and grouping of interaction details should make it much easier for agents to quickly scan and pick up context.

Looking forward to seeing how this evolves and when it becomes available.