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  • 1.  Are other orgs missing the popout feature from the Agent Assistance panel?

    Posted 12-02-2024 13:15
    Edited by Patrick Rohlf 12-02-2024 13:36
    No replies, thread closed.

    I understand that certain orgs don't use the Agent Assistance panel within Genesys Cloud CX (hence the recent feature release which allows admins to hide this panel from the CG GUI). That said, our agent population uses it most hours of every day of the year. Most of our agents are used to using the popout feature from the Agent Assistance panel in order to be able to have a small window of that chat opened throughout their respective shifts.

     
    Recently, that popout functionality disappeared from the Agent Assistance panel (while remaining for the Chat panel). 

    Managing software dev teams, and being a product manager for over 20 years, my gut tells me that this was an unintended consequence related to the recent change to allow the removal of the Agent Assistance panel via GC admin permissions. 

    Using the Time Machine feature available via Genesys support, I have confirmed that the popout was still available as recently as 11/15. 

    I don't recall seeing on the roadmap that this feature would be removed. And, frankly, I don't know what the motivation would be for taking the effort and expense to develop/test/deploy the popout feature originally but then arbitrarily removing it later and then running the risk of potentially breaking something. In software development, every change incurs risk, so you don't usually remove functionality unless it's hurting something else. 

    This functionality has been removed from the Agent Assistance panel in both the desktop app as well as the browser app. I have already opened a support ticket and I'm trying to get confirmation that this functionality was purposely removed. And if so, why. I was also curious if other orgs have experienced the removal of this popout functionality and if they are also tracking this (let's call it a bug at this point) via a support case. Thanks in advance to the community. 
     


    #Omni-ChannelDesktop/UserInterface

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    Patrick Rohlf
    Contact Center Technologies Solutions Engineer
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  • 2.  RE: Are other orgs missing the popout feature from the Agent Assistance panel?

    Posted 12-03-2024 11:23
    No replies, thread closed.

    Hey Patrick,

    Thank you for brining this to our attention. I think I found your case with Customer Care and they have sent this to our Dev team for further review.

    If anyone else is experiencing this issue, please include your case numbers and I will make sure that our Engineering and Development team has all of the related info.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Are other orgs missing the popout feature from the Agent Assistance panel?

    Posted 12-03-2024 12:26
    No replies, thread closed.

    Thanks, Jason. For reference, this is the Case #0003614306.

    I appreciate the assistance. Have a great day. 



    ------------------------------
    Patrick Rohlf
    Contact Center Technologies Implementation Engineer
    ------------------------------

    Original Message


  • 4.  RE: Are other orgs missing the popout feature from the Agent Assistance panel?

    Posted 12-09-2024 14:06
    No replies, thread closed.

    Our case had been updated and this was the response...

    "Good day,

    I have confirmed with our developer that the removal of the popout feature was intentional.

    Their intention was to remove the popout functionality from all sidebar elements."

    I understand that there are many hundreds of companies which use Genesys Cloud, and not every org is going to value the same features equally. But it's still disappointing to have functionality removed which was so widely used by our agent population. I review the weekly feature release notes, and I don't see any reference for this under the list of deprecations anywhere. So, it's not just losing the functionality, but also not having an opportunity to inform all of the users. 

    If I'm reading their response correctly, the plan is also for the popout feature to be removed from the Chat panel within the desktop & browser apps. Hopefully, this post can keep other orgs from being surprised by this upcoming deprecation. Cheers.



    ------------------------------
    Patrick Rohlf
    Contact Center Technologies Implementation Engineer
    ------------------------------

    Original Message


  • 5.  RE: Are other orgs missing the popout feature from the Agent Assistance panel?
    Best Answer

    Posted 12-10-2024 13:54
    No replies, thread closed.

    Final update on this topic...

    The devs have responded that the feature was accidentally added and never meant to have existed in the first place. This is why it was removed when discovered. They suggested creating a topic for it in the Ideas Lab if we would like for it to be considered as a feature for the future. Or, we could create a new super chat and manually add every user to it in order to leverage the popout feature which already exists within the Chat panel today. 

    @Jason Kleitz I appreciate your interest and assistance as I was getting to the bottom of this. Take care. 



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    Patrick Rohlf
    Contact Center Technologies Implementation Engineer
    ------------------------------



  • 6.  RE: Are other orgs missing the popout feature from the Agent Assistance panel?

    Posted 12-12-2024 07:49
    No replies, thread closed.

    Thank you for the follow up info @Patrick Rohlf. If you do submit it as an Idea in the Product Ideas Lab, please let me know. I will put my own vote on it and keep an eye on it through development.



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    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 7.  RE: Are other orgs missing the popout feature from the Agent Assistance panel?

    Posted 12-12-2024 10:12
    No replies, thread closed.

    @Jason Kleitz, thank you. This is the link to the Idea... Add Popout Functionality to Agent | Genesys Cloud Ideas Portal



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    Patrick Rohlf
    Contact Center Technologies Implementation Engineer
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    Original Message


  • 8.  RE: Are other orgs missing the popout feature from the Agent Assistance panel?

    Posted 12-13-2024 09:21
    No replies, thread closed.

    Awesome. Thank you for the link. Voted!



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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