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  • 1.  Interaction Panel

    Posted 03-10-2025 10:13
    No replies, thread closed.

    Hello, 

    New to the community but was wondering if there is a setting to have the interaction panel maximized by default whenever on an interaction? Use case would be we initiate calls from an external system and when our agents go back to Genesys the interaction panel is condensed. It would be nice if it defaulted to maximized. I'm hoping maybe I'm just missing a setting somewhere. 

    Any help is appreciated, thank you


    #Architecture and Design
    #Conversational AI (Bots, Agent Assist, etc.)
    #Outbound
    #Platform Administration
    #Quality Management
    #Remote Work Enablement
    #Reporting/Analytics
    #Roadmap/New Features
    #Routing (ACD/IVR)
    #Security
    #System Administration
    #Telephony

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    Jordan Klaphake
    Application Administrator
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  • 2.  RE: Interaction Panel

    Posted 03-10-2025 13:35
    No replies, thread closed.

    Hi Jordan,

    The new Agent Multi-Panel UI does display a maximized interaction panel, there is a lot if information this here: Genesys Cloud - UI New Features 

    If I have misunderstood then you might require a feature request via: https://genesyscloud.ideas.aha.io/ideas



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Interaction Panel

    Posted 03-11-2025 09:25
    No replies, thread closed.

    Thanks for that, but we are on the new multi contextual panel and yes I understand it opens maximized when clicked I was wondering when a call is initiated if it would by default open and maximize rather than keep you on the screen you were previously on. Let's say the workspace. If there isn't a setting that's fine, I was just curious if anyone knows of one because I couldn't find it. 



    ------------------------------
    Jordan Klaphake
    Application Administrator
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    Original Message


  • 4.  RE: Interaction Panel
    Best Answer

    Posted 03-18-2025 15:41
    Edited by Jason Kleitz 07-14-2025 16:23
    No replies, thread closed.

    Hi Jordan,

    Unfortunately, there is no built-in option to set this functionality up automatically. The user must manually click on the conversations button on the left sidebar to open the multi-contextual panel after the call is initiated from the external system.



  • 5.  RE: Interaction Panel

    Posted 06-13-2025 09:34
    No replies, thread closed.

    Hello Everyone,

    Our agents have reported that the agent panel UI keeps changing frequently. Specifically, the dial pad and call disconnect buttons are not consistently located-they seem to shift positions on the screen, which is causing confusion during live calls.

    Is anyone else experiencing this issue?

    If so, could we please check if there's a known fix or setting adjustment that can stabilize the panel layout?

    Appreciate your inputs.



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    Ashokkumar Paramasivam
    NA
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    Original Message


  • 6.  RE: Interaction Panel

    Posted 06-16-2025 10:05
    No replies, thread closed.

    I have seen something similar where the agent is in a consult and goes to transfer the call to the receiving agent but both transfer and conference are hit. Unfortunately we struggled to capture the logs due to the very busy nature of the contact center but had the recording where we could see the transfer button being hit but then the conference functionality was processing at the same time as the transfer. The call actually transferred over but then converted to a conference! Without logs Care could only advise that it could be a latency issue, network issue etc. Now I am wondering if this is related to what you are describing. 



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    Andrea Nadeau
    Technology Consultant
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    Original Message


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