Genesys Cloud - UI New Features

Allison,

Currently I am trying to assign permissions to agents to use multipanel, so I am somewhat surprised about this change.

You indicated that:

1. Individual agent opt-in and -out will be disabled shortly
   When is "shortly"? Does it make sense to continue giving the permissions or not?
2. Admins will have full control to upgrade agents' workspaces to multipanel when ready
   How does this work? When can I enable this?

@Reinoud de Lange thank you for being a great partner! We are so grateful for your work to hit our original timeline - keep at it!

We expect it will be a few more weeks before the agent opt in toggle will disappear and the admin control will appear - our engineers are building these tools now. 

You can continue to use the method you have been if you want to. If you want to turn multipanel on for larger groups, Nicholas can help you. 

Allison,

Currently I am trying to assign permissions to agents to use multipanel, so I am somewhat surprised about this change.

You indicated that:

1. Individual agent opt-in and -out will be disabled shortly
   When is "shortly"? Does it make sense to continue giving the permissions or not?
2. Admins will have full control to upgrade agents' workspaces to multipanel when ready
   How does this work? When can I enable this?

Hello Allison, even though we can't deny there are several benefits to this new feature, we also need to share the fact that relying on the full "real estate" area of the interaction, so Panels can be visualized, impacts the area where integrated APPs present relevant information to Agents. In our use case, the EHRC connector that brings up patient information. 

Just recalling the demos presented during XPerience 2024, multiple integrated apps may be impacted, hence setting it to be Permission based is one step in the right direction but still leaves us with the agents that might benefit from having to see both screens. 

Now, the Panels are "Vertical", would there be an option to re-design the interaction view to show them in a horizontal, stacked way? The Conversations "column" on the left maybe has room for a re-design allowing more space to accommodate the horizontal panels?

Thanks,

Ozzie.

As shared with our GC team, our main focus is how to balance agent use –> change communication –> training updates required once this is forced across. 

I am a little confused how removing the indivdual permissions will work? Currently I have only a couple of agents testing this as the multipanel UI is causing issue for us with making calls entirely. How am I supposed to continue to solve these "blockers" if I cannot test with only a couple of agents? 

------------------------------
Rowena Knill
Data, Reports Analyst
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I am a little confused how removing the indivdual permissions will work? Currently I have only a couple of agents testing this as the multipanel UI is causing issue for us with making calls entirely. How am I supposed to continue to solve these "blockers" if I cannot test with only a couple of agents? 

@Rowena Knill - product team tells me that 28 April 2025 will be the day the agent opt-in and opt-out is gone. After April 28, agents with permission turned on, will see multipanel. 

I am a little confused how removing the indivdual permissions will work? Currently I have only a couple of agents testing this as the multipanel UI is causing issue for us with making calls entirely. How am I supposed to continue to solve these "blockers" if I cannot test with only a couple of agents? 

Hi @Allison Castelot, just to understand more about "After April 28, agents with permission turned on, will see multipanel".

• If we don't do any actions, after April 28, all agents will auto be assigned with the permission and see the multipanel?
• Which exact permission is involved here, is it Agent UI > Multi-panel Experience > Enable

Thanks!

@Rowena Knill - product team tells me that 28 April 2025 will be the day the agent opt-in and opt-out is gone. After April 28, agents with permission turned on, will see multipanel. 

I am a little confused how removing the indivdual permissions will work? Currently I have only a couple of agents testing this as the multipanel UI is causing issue for us with making calls entirely. How am I supposed to continue to solve these "blockers" if I cannot test with only a couple of agents? 

Hi @Dylan Jiang 

Genesys isn't going to assign anyone permission, so no, agents wont be auto assigned.

An admin of your org would need to assign permission. This is something they have been able to do since October 2024. Yes, the permission you listed is the correct one. 

If you take no action on that permission (if you do not assign it to any agent) agents will not see any change on April 28. To be clear - multipanel will be the only agent workspace in genesys cloud soon, so it is best practice to migrate to it as soon as possible. 

After 28 April:

Agents with the permission turned on = will see multipanel 

Agents without permission = will see legacy view until permission is turned on for them by their admin

I hope this helps, please let me know if you have additional questions. 

Hi @Allison Castelot, just to understand more about "After April 28, agents with permission turned on, will see multipanel".

• If we don't do any actions, after April 28, all agents will auto be assigned with the permission and see the multipanel?
• Which exact permission is involved here, is it Agent UI > Multi-panel Experience > Enable

Thanks!

@Rowena Knill - product team tells me that 28 April 2025 will be the day the agent opt-in and opt-out is gone. After April 28, agents with permission turned on, will see multipanel. 

I am a little confused how removing the indivdual permissions will work? Currently I have only a couple of agents testing this as the multipanel UI is causing issue for us with making calls entirely. How am I supposed to continue to solve these "blockers" if I cannot test with only a couple of agents? 

Hi @Allison Castelot.

Will the April 28th date where the permission enforces the multi-panel view adhere to the traditional feature roll-out (as outlined here), or will it be all at once for every region?

Thank you!

Hi @Dylan Jiang 

Genesys isn't going to assign anyone permission, so no, agents wont be auto assigned.

An admin of your org would need to assign permission. This is something they have been able to do since October 2024. Yes, the permission you listed is the correct one. 

If you take no action on that permission (if you do not assign it to any agent) agents will not see any change on April 28. To be clear - multipanel will be the only agent workspace in genesys cloud soon, so it is best practice to migrate to it as soon as possible. 

After 28 April:

Agents with the permission turned on = will see multipanel 

Agents without permission = will see legacy view until permission is turned on for them by their admin

I hope this helps, please let me know if you have additional questions. 

Hi @Allison Castelot, just to understand more about "After April 28, agents with permission turned on, will see multipanel".

• If we don't do any actions, after April 28, all agents will auto be assigned with the permission and see the multipanel?
• Which exact permission is involved here, is it Agent UI > Multi-panel Experience > Enable

Thanks!

@Rowena Knill - product team tells me that 28 April 2025 will be the day the agent opt-in and opt-out is gone. After April 28, agents with permission turned on, will see multipanel. 

I am a little confused how removing the indivdual permissions will work? Currently I have only a couple of agents testing this as the multipanel UI is causing issue for us with making calls entirely. How am I supposed to continue to solve these "blockers" if I cannot test with only a couple of agents? 

Hey @Phil Koch

@Nicholas Robinson correct me if i'm wrong, but i believe the 3 day traditional roll out is the plan 

Hi @Allison Castelot.

Will the April 28th date where the permission enforces the multi-panel view adhere to the traditional feature roll-out (as outlined here), or will it be all at once for every region?

Thank you!

Hi @Dylan Jiang 

Genesys isn't going to assign anyone permission, so no, agents wont be auto assigned.

An admin of your org would need to assign permission. This is something they have been able to do since October 2024. Yes, the permission you listed is the correct one. 

If you take no action on that permission (if you do not assign it to any agent) agents will not see any change on April 28. To be clear - multipanel will be the only agent workspace in genesys cloud soon, so it is best practice to migrate to it as soon as possible. 

After 28 April:

Agents with the permission turned on = will see multipanel 

Agents without permission = will see legacy view until permission is turned on for them by their admin

I hope this helps, please let me know if you have additional questions. 

Hi @Allison Castelot, just to understand more about "After April 28, agents with permission turned on, will see multipanel".

• If we don't do any actions, after April 28, all agents will auto be assigned with the permission and see the multipanel?
• Which exact permission is involved here, is it Agent UI > Multi-panel Experience > Enable

Thanks!

@Rowena Knill - product team tells me that 28 April 2025 will be the day the agent opt-in and opt-out is gone. After April 28, agents with permission turned on, will see multipanel. 

I am a little confused how removing the indivdual permissions will work? Currently I have only a couple of agents testing this as the multipanel UI is causing issue for us with making calls entirely. How am I supposed to continue to solve these "blockers" if I cannot test with only a couple of agents? 

@Allison Castelot You are correct @Phil Koch

Hey @Phil Koch

@Nicholas Robinson correct me if i'm wrong, but i believe the 3 day traditional roll out is the plan 

Hi @Allison Castelot.

Will the April 28th date where the permission enforces the multi-panel view adhere to the traditional feature roll-out (as outlined here), or will it be all at once for every region?

Thank you!

Hi @Dylan Jiang 

Genesys isn't going to assign anyone permission, so no, agents wont be auto assigned.

An admin of your org would need to assign permission. This is something they have been able to do since October 2024. Yes, the permission you listed is the correct one. 

If you take no action on that permission (if you do not assign it to any agent) agents will not see any change on April 28. To be clear - multipanel will be the only agent workspace in genesys cloud soon, so it is best practice to migrate to it as soon as possible. 

After 28 April:

Agents with the permission turned on = will see multipanel 

Agents without permission = will see legacy view until permission is turned on for them by their admin

I hope this helps, please let me know if you have additional questions. 

Hi @Allison Castelot, just to understand more about "After April 28, agents with permission turned on, will see multipanel".

• If we don't do any actions, after April 28, all agents will auto be assigned with the permission and see the multipanel?
• Which exact permission is involved here, is it Agent UI > Multi-panel Experience > Enable

Thanks!

@Rowena Knill - product team tells me that 28 April 2025 will be the day the agent opt-in and opt-out is gone. After April 28, agents with permission turned on, will see multipanel. 

I am a little confused how removing the indivdual permissions will work? Currently I have only a couple of agents testing this as the multipanel UI is causing issue for us with making calls entirely. How am I supposed to continue to solve these "blockers" if I cannot test with only a couple of agents? 

Hi @Dylan Jiang 

Genesys isn't going to assign anyone permission, so no, agents wont be auto assigned.

An admin of your org would need to assign permission. This is something they have been able to do since October 2024. Yes, the permission you listed is the correct one. 

If you take no action on that permission (if you do not assign it to any agent) agents will not see any change on April 28. To be clear - multipanel will be the only agent workspace in genesys cloud soon, so it is best practice to migrate to it as soon as possible. 

After 28 April:

Agents with the permission turned on = will see multipanel 

Agents without permission = will see legacy view until permission is turned on for them by their admin

I hope this helps, please let me know if you have additional questions. 

Hi @Allison Castelot, just to understand more about "After April 28, agents with permission turned on, will see multipanel".

• If we don't do any actions, after April 28, all agents will auto be assigned with the permission and see the multipanel?
• Which exact permission is involved here, is it Agent UI > Multi-panel Experience > Enable

Thanks!

@Rowena Knill - product team tells me that 28 April 2025 will be the day the agent opt-in and opt-out is gone. After April 28, agents with permission turned on, will see multipanel. 

I am a little confused how removing the indivdual permissions will work? Currently I have only a couple of agents testing this as the multipanel UI is causing issue for us with making calls entirely. How am I supposed to continue to solve these "blockers" if I cannot test with only a couple of agents? 

Hi Allison and Nicholas

I was hoping you could clarify some language above as I think it is confusing to people. 

After 28 April:

Agents with the permission turned on = will see multipanel 

• Without the permission agents will not have access to MultiPanel (but it's to be the only workspace available) 

Agents without permission = will see legacy view until permission is turned on for them by their admin

• is Legacy view the single panel view we have today without the permission?
• If Multipanel is the only view going forward why does it appear we can keep the legacy single panel view?
• Customers and partners including myself assumed that the permanency of multipanel would just take affect.

Appreciate the support clarifying this and possibly wording it a little different or adding some additional details.

Thanks 

Hi @Dylan Jiang 

Genesys isn't going to assign anyone permission, so no, agents wont be auto assigned.

An admin of your org would need to assign permission. This is something they have been able to do since October 2024. Yes, the permission you listed is the correct one. 

If you take no action on that permission (if you do not assign it to any agent) agents will not see any change on April 28. To be clear - multipanel will be the only agent workspace in genesys cloud soon, so it is best practice to migrate to it as soon as possible. 

After 28 April:

Agents with the permission turned on = will see multipanel 

Agents without permission = will see legacy view until permission is turned on for them by their admin

I hope this helps, please let me know if you have additional questions. 

Hi @Allison Castelot, just to understand more about "After April 28, agents with permission turned on, will see multipanel".

• If we don't do any actions, after April 28, all agents will auto be assigned with the permission and see the multipanel?
• Which exact permission is involved here, is it Agent UI > Multi-panel Experience > Enable

Thanks!

@Rowena Knill - product team tells me that 28 April 2025 will be the day the agent opt-in and opt-out is gone. After April 28, agents with permission turned on, will see multipanel. 

I am a little confused how removing the indivdual permissions will work? Currently I have only a couple of agents testing this as the multipanel UI is causing issue for us with making calls entirely. How am I supposed to continue to solve these "blockers" if I cannot test with only a couple of agents? 

Hi @Steven Alix

Thanks for the questions.

Originally, we were going to "force" all agents to multipanel at the end of the opt out period, which we planned for March 2025, by retiring the single tab workspace, effectively moving all agents to multipanel in Genesys Cloud. 

As the date approached, it became clear to the product team that many customers hadn't used the opt-in period to prepare, as advised. Genesys made the decision to delay the retirement of the single tab UI, thereby delaying the "force" to all agents to allow more time for our customers to prepare and opt-in. We did not want agents to unexpectedly see a new UI one day when they logged in to start work, which would have been the outcome for organizations who did not opt in, had we proceeded with the "forcing" of multipanel. 

Answering in line in bold.... 

After 28 April:

Agents with the permission turned on = will see multipanel 

• Without the permission agents will not have access to MultiPanel (but it's to be the only workspace available)  Yes, without permission for multipanel, agents will see what is now referred to as the legacy view (the single panel, tabbed view that we have historically had). This view will be retired later this year. It will not be retired on April 28. 

Agents without permission = will see legacy view until permission is turned on for them by their admin

• is Legacy view the single panel view we have today without the permission? yes. legacy view = tabbed view = single panel view 
• If Multipanel is the only view going forward why does it appear we can keep the legacy single panel view? you can keep it for now, but it will be retired this year. It is not best practice to continue to use the single tab view. 
• Customers and partners including myself assumed that the permanency of multipanel would just take affect. That was our plan, and the reason for the 6 month opt-in. Customers have asked for more time, so we have extended the opt-in. We will not be supporting two agent UIs for long, the single panel view will be retired later this year. 

Appreciate the support clarifying this and possibly wording it a little different or adding some additional details.

Hi Allison and Nicholas

I was hoping you could clarify some language above as I think it is confusing to people. 

After 28 April:

Agents with the permission turned on = will see multipanel 

• Without the permission agents will not have access to MultiPanel (but it's to be the only workspace available) 

Agents without permission = will see legacy view until permission is turned on for them by their admin

• is Legacy view the single panel view we have today without the permission?
• If Multipanel is the only view going forward why does it appear we can keep the legacy single panel view?
• Customers and partners including myself assumed that the permanency of multipanel would just take affect.

Appreciate the support clarifying this and possibly wording it a little different or adding some additional details.

Thanks 

Hi @Dylan Jiang 

Genesys isn't going to assign anyone permission, so no, agents wont be auto assigned.

An admin of your org would need to assign permission. This is something they have been able to do since October 2024. Yes, the permission you listed is the correct one. 

If you take no action on that permission (if you do not assign it to any agent) agents will not see any change on April 28. To be clear - multipanel will be the only agent workspace in genesys cloud soon, so it is best practice to migrate to it as soon as possible. 

After 28 April:

Agents with the permission turned on = will see multipanel 

Agents without permission = will see legacy view until permission is turned on for them by their admin

I hope this helps, please let me know if you have additional questions. 

Hi @Allison Castelot, just to understand more about "After April 28, agents with permission turned on, will see multipanel".

• If we don't do any actions, after April 28, all agents will auto be assigned with the permission and see the multipanel?
• Which exact permission is involved here, is it Agent UI > Multi-panel Experience > Enable

Thanks!

@Rowena Knill - product team tells me that 28 April 2025 will be the day the agent opt-in and opt-out is gone. After April 28, agents with permission turned on, will see multipanel. 

I am a little confused how removing the indivdual permissions will work? Currently I have only a couple of agents testing this as the multipanel UI is causing issue for us with making calls entirely. How am I supposed to continue to solve these "blockers" if I cannot test with only a couple of agents? 

Thank you! This was extremely helpful.

Hi @Steven Alix

Thanks for the questions.

Originally, we were going to "force" all agents to multipanel at the end of the opt out period, which we planned for March 2025, by retiring the single tab workspace, effectively moving all agents to multipanel in Genesys Cloud. 

As the date approached, it became clear to the product team that many customers hadn't used the opt-in period to prepare, as advised. Genesys made the decision to delay the retirement of the single tab UI, thereby delaying the "force" to all agents to allow more time for our customers to prepare and opt-in. We did not want agents to unexpectedly see a new UI one day when they logged in to start work, which would have been the outcome for organizations who did not opt in, had we proceeded with the "forcing" of multipanel. 

Answering in line in bold.... 

After 28 April:

Agents with the permission turned on = will see multipanel 

• Without the permission agents will not have access to MultiPanel (but it's to be the only workspace available)  Yes, without permission for multipanel, agents will see what is now referred to as the legacy view (the single panel, tabbed view that we have historically had). This view will be retired later this year. It will not be retired on April 28. 

Agents without permission = will see legacy view until permission is turned on for them by their admin

• is Legacy view the single panel view we have today without the permission? yes. legacy view = tabbed view = single panel view 
• If Multipanel is the only view going forward why does it appear we can keep the legacy single panel view? you can keep it for now, but it will be retired this year. It is not best practice to continue to use the single tab view. 
• Customers and partners including myself assumed that the permanency of multipanel would just take affect. That was our plan, and the reason for the 6 month opt-in. Customers have asked for more time, so we have extended the opt-in. We will not be supporting two agent UIs for long, the single panel view will be retired later this year. 

Appreciate the support clarifying this and possibly wording it a little different or adding some additional details.

Hi Allison and Nicholas

I was hoping you could clarify some language above as I think it is confusing to people. 

After 28 April:

Agents with the permission turned on = will see multipanel 

• Without the permission agents will not have access to MultiPanel (but it's to be the only workspace available) 

Agents without permission = will see legacy view until permission is turned on for them by their admin

• is Legacy view the single panel view we have today without the permission?
• If Multipanel is the only view going forward why does it appear we can keep the legacy single panel view?
• Customers and partners including myself assumed that the permanency of multipanel would just take affect.

Appreciate the support clarifying this and possibly wording it a little different or adding some additional details.

Thanks 

Hi @Dylan Jiang 

Genesys isn't going to assign anyone permission, so no, agents wont be auto assigned.

An admin of your org would need to assign permission. This is something they have been able to do since October 2024. Yes, the permission you listed is the correct one. 

If you take no action on that permission (if you do not assign it to any agent) agents will not see any change on April 28. To be clear - multipanel will be the only agent workspace in genesys cloud soon, so it is best practice to migrate to it as soon as possible. 

After 28 April:

Agents with the permission turned on = will see multipanel 

Agents without permission = will see legacy view until permission is turned on for them by their admin

I hope this helps, please let me know if you have additional questions. 

Hi @Allison Castelot, just to understand more about "After April 28, agents with permission turned on, will see multipanel".

• If we don't do any actions, after April 28, all agents will auto be assigned with the permission and see the multipanel?
• Which exact permission is involved here, is it Agent UI > Multi-panel Experience > Enable

Thanks!

@Rowena Knill - product team tells me that 28 April 2025 will be the day the agent opt-in and opt-out is gone. After April 28, agents with permission turned on, will see multipanel. 

I am a little confused how removing the indivdual permissions will work? Currently I have only a couple of agents testing this as the multipanel UI is causing issue for us with making calls entirely. How am I supposed to continue to solve these "blockers" if I cannot test with only a couple of agents? 

@Nicholas Robinson, I see a lot of conversation in this thread focusing on 4/28 as when Multi panel will be turned on for users with the option enabled, but I don't see anything as to when it will be forced for all orgs.  Knowing Genesys doesn't want to let this slide or make harsh statements, I would like to know if we can assume our orgs won't be forced onto multi panel in until 5/16.  we are moving as quickly as we can but we have doubts we can make it by 4/28.  Let us know. Thanks.