Hello all, 

with the new Multi Contextual Panel, profile tab appears every time at the start of the interaction. I am unable to disable this section. Is there a way Profile section can be disabled or removed. 

Thanks 
Sid...

Hi Siddhart,

You can control the default starting panel displayed in the Multi-Contextual Panel, but you cannot completely disable or remove the Profile tab. Here's how to manage the default, and what limitations you should be aware of:

Setting the Default Panel:

1. Navigate to Panel Manager: Go to the Admin section of Genesys Cloud. Then find "Panel Manager".
2. Access Panel Settings: Within Panel Manager, look for "Panel Settings". This is where you configure the multi-contextual panel's behavior.
3. Choose Default Panel: You should see an option to select the default panel that appears when an interaction starts. Select the panel you prefer to be displayed initially. 
4. Save the changes.

Important Considerations (User Overrides):

• User Customization: It's crucial to understand that agents can personalize their own multi-contextual panel. Your default setting is just the initial configuration.
• Pinning/Unpinning: Agents can "pin" or "unpin" tools (including the Profile tab) from their panel. This means they can choose to always show the Profile tab, or hide it, regardless of the default you set. 
• No Complete Removal: There is no way to completely prevent the Profile tab from being accessible to agents within the multi-contextual panel. The system is designed to allow agents some level of customization.

In Summary You may configure the multi-contextual panel to display the panel that best suits your requirements by default. However, agent have ability to override and pin the "profile" tab to be displayed every time if required. There is no way to remove "profile" tab completely.

I hope this clarifies the situation! 

Kind regards,

Hello all, 

with the new Multi Contextual Panel, profile tab appears every time at the start of the interaction. I am unable to disable this section. Is there a way Profile section can be disabled or removed. 

Thanks 
Sid...

Hey Orhun, 

Thanks for the update. Above you mentioned you can hide the profile panel so is there a way to hide the profile panel. I have unpinned profile in the interaction ( actually i have unpinned all of the options except the wrap-up codes). Every time when a new interaction is answered the profile panel will automatically pop-up even though it has been unpinned. Its just the profile panel that pops-up,  the wrap-up code is hidden behind. Agent will have to close the profile panel so they can wrap-up the call. We do not use the profile section hence this creates confusion for agents. 

Hi Siddhart,

You can control the default starting panel displayed in the Multi-Contextual Panel, but you cannot completely disable or remove the Profile tab. Here's how to manage the default, and what limitations you should be aware of:

Setting the Default Panel:

1. Navigate to Panel Manager: Go to the Admin section of Genesys Cloud. Then find "Panel Manager".
2. Access Panel Settings: Within Panel Manager, look for "Panel Settings". This is where you configure the multi-contextual panel's behavior.
3. Choose Default Panel: You should see an option to select the default panel that appears when an interaction starts. Select the panel you prefer to be displayed initially. 
4. Save the changes.

Important Considerations (User Overrides):

• User Customization: It's crucial to understand that agents can personalize their own multi-contextual panel. Your default setting is just the initial configuration.
• Pinning/Unpinning: Agents can "pin" or "unpin" tools (including the Profile tab) from their panel. This means they can choose to always show the Profile tab, or hide it, regardless of the default you set. 
• No Complete Removal: There is no way to completely prevent the Profile tab from being accessible to agents within the multi-contextual panel. The system is designed to allow agents some level of customization.

In Summary You may configure the multi-contextual panel to display the panel that best suits your requirements by default. However, agent have ability to override and pin the "profile" tab to be displayed every time if required. There is no way to remove "profile" tab completely.

I hope this clarifies the situation! 

Kind regards,

Hello all, 

with the new Multi Contextual Panel, profile tab appears every time at the start of the interaction. I am unable to disable this section. Is there a way Profile section can be disabled or removed. 

Thanks 
Sid...

Hello,

Have you updated the settings in Panel Manager?
The setting here will shows the configured panel regardless of what the agent configured.

If you change the default panel to WrapUp then it should show that one each time instead, or if you select "No panel selection" it should show what the agent selected.

Hey Orhun, 

Thanks for the update. Above you mentioned you can hide the profile panel so is there a way to hide the profile panel. I have unpinned profile in the interaction ( actually i have unpinned all of the options except the wrap-up codes). Every time when a new interaction is answered the profile panel will automatically pop-up even though it has been unpinned. Its just the profile panel that pops-up,  the wrap-up code is hidden behind. Agent will have to close the profile panel so they can wrap-up the call. We do not use the profile section hence this creates confusion for agents. 

Hi Siddhart,

You can control the default starting panel displayed in the Multi-Contextual Panel, but you cannot completely disable or remove the Profile tab. Here's how to manage the default, and what limitations you should be aware of:

Setting the Default Panel:

1. Navigate to Panel Manager: Go to the Admin section of Genesys Cloud. Then find "Panel Manager".
2. Access Panel Settings: Within Panel Manager, look for "Panel Settings". This is where you configure the multi-contextual panel's behavior.
3. Choose Default Panel: You should see an option to select the default panel that appears when an interaction starts. Select the panel you prefer to be displayed initially. 
4. Save the changes.

Important Considerations (User Overrides):

• User Customization: It's crucial to understand that agents can personalize their own multi-contextual panel. Your default setting is just the initial configuration.
• Pinning/Unpinning: Agents can "pin" or "unpin" tools (including the Profile tab) from their panel. This means they can choose to always show the Profile tab, or hide it, regardless of the default you set. 
• No Complete Removal: There is no way to completely prevent the Profile tab from being accessible to agents within the multi-contextual panel. The system is designed to allow agents some level of customization.

In Summary You may configure the multi-contextual panel to display the panel that best suits your requirements by default. However, agent have ability to override and pin the "profile" tab to be displayed every time if required. There is no way to remove "profile" tab completely.

I hope this clarifies the situation! 

Kind regards,

Hello all, 

with the new Multi Contextual Panel, profile tab appears every time at the start of the interaction. I am unable to disable this section. Is there a way Profile section can be disabled or removed. 

Thanks 
Sid...