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  ****

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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.

*** 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  ****

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

*** 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  ****

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi Nicholas,   by chance do we have a BETA enviroment? Is the roll out like the Multi Panel? Is there an approximate go live date in place ? thx 

*** 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  ****

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

@Tisa Kankowsky. there are plans to have a beta and/or LA  or permission driven.. please continue to stay plugged into this page 

Hi Nicholas,   by chance do we have a BETA enviroment? Is the roll out like the Multi Panel? Is there an approximate go live date in place ? thx 

*** 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  ****

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

*** 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  ****

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

Hi Nicholas,

This looks interesting. Will the inactive items also include Parked Emails/Messages as well as workitems? This would save additional mouse clicks.

*** 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  ****

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

*** 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  ****

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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

This preview highlights our ongoing work to evolve the Agent Workspace experience.

We're introducing new concepts like Workpanel Navigation and Modes (including expanded support for associate users and work items), initiating conversations, and Roster Cards for conversations. The goal is to make the experience 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 subject to change prior to final release ...

** These are initial design concepts. Final UI may change before release **

🔹 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

** These are initial design concepts. Final UI may change before release **

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

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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

This preview highlights our ongoing work to evolve the Agent Workspace experience.

We're introducing new concepts like Workpanel Navigation and Modes (including expanded support for associate users and work items), initiating conversations, and Roster Cards for conversations. The goal is to make the experience 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 subject to change prior to final release ...

** These are initial design concepts. Final UI may change before release **

🔹 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

** These are initial design concepts. Final UI may change before release **

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

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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

This preview highlights our ongoing work to evolve the Agent Workspace experience.

We're introducing new concepts like Workpanel Navigation and Modes (including expanded support for associate users and work items), initiating conversations, and Roster Cards for conversations. The goal is to make the experience 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 subject to change prior to final release ...

** These are initial design concepts. Final UI may change before release **

🔹 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

** These are initial design concepts. Final UI may change before release **

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

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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

This preview highlights our ongoing work to evolve the Agent Workspace experience.

We're introducing new concepts like Workpanel Navigation and Modes (including expanded support for associate users and work items), initiating conversations, and Roster Cards for conversations. The goal is to make the experience 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 subject to change prior to final release ...

** These are initial design concepts. Final UI may change before release **

🔹 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

** These are initial design concepts. Final UI may change before release **

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

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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

This preview highlights our ongoing work to evolve the Agent Workspace experience.

We're introducing new concepts like Workpanel Navigation and Modes (including expanded support for associate users and work items), initiating conversations, and Roster Cards for conversations. The goal is to make the experience 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 subject to change prior to final release ...

** These are initial design concepts. Final UI may change before release **

🔹 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

** These are initial design concepts. Final UI may change before release **

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

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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

This preview highlights our ongoing work to evolve the Agent Workspace experience.

We're introducing new concepts like Workpanel Navigation and Modes (including expanded support for associate users and work items), initiating conversations, and Roster Cards for conversations. The goal is to make the experience 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 subject to change prior to final release ...

** These are initial design concepts. Final UI may change before release **

🔹 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

** These are initial design concepts. Final UI may change before release **

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

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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

This preview highlights our ongoing work to evolve the Agent Workspace experience.

We're introducing new concepts like Workpanel Navigation and Modes (including expanded support for associate users and work items), initiating conversations, and Roster Cards for conversations. The goal is to make the experience 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 subject to change prior to final release ...

** These are initial design concepts. Final UI may change before release **

🔹 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

** These are initial design concepts. Final UI may change before release **

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

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------

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

This preview highlights our ongoing work to evolve the Agent Workspace experience.

We're introducing new concepts like Workpanel Navigation and Modes (including expanded support for associate users and work items), initiating conversations, and Roster Cards for conversations. The goal is to make the experience 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 subject to change prior to final release ...

** These are initial design concepts. Final UI may change before release **

🔹 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

** These are initial design concepts. Final UI may change before release **

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

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees
------------------------------