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

------------------------------
Patrick Rohlf
Contact Center Technologies Solutions Engineer
------------------------------

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.

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

------------------------------
Patrick Rohlf
Contact Center Technologies Solutions Engineer
------------------------------

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.

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

------------------------------
Patrick Rohlf
Contact Center Technologies Solutions Engineer
------------------------------

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

------------------------------
Patrick Rohlf
Contact Center Technologies Solutions Engineer
------------------------------

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. 

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

------------------------------
Patrick Rohlf
Contact Center Technologies Solutions Engineer
------------------------------

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.

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. 

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

------------------------------
Patrick Rohlf
Contact Center Technologies Solutions Engineer
------------------------------

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

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.

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. 

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

------------------------------
Patrick Rohlf
Contact Center Technologies Solutions Engineer
------------------------------