Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Interaction Panel

    Posted 03-10-2025 10:13

    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


    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)
    #Outbound
    #PlatformAdministration
    #QualityManagement
    #RemoteWorkEnablement
    #Reporting/Analytics
    #Roadmap/NewFeatures
    #Routing(ACD/IVR)
    #Security
    #SystemAdministration
    #Telephony

    ------------------------------
    Jordan Klaphake
    Application Administrator
    ------------------------------


  • 2.  RE: Interaction Panel

    Posted 03-10-2025 13:35

    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
    ------------------------------

    Original Message


  • 3.  RE: Interaction Panel

    Posted 03-11-2025 09:25

    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
    ------------------------------

    Original Message


  • 4.  RE: Interaction Panel
    Best Answer

    Posted 03-18-2025 15:41
    Edited by Samuel Jillard 16 days ago

    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.



    ------------------------------
    Orhun Sahin
    Software Development Engineer
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources