Genesys Cloud - Main

Multi-contextual Panels

We have customers who have not set any permissions relating to Multi-contextual Panels.

Documentation a little confusing saying need to change permissions to opt-in, but then updated notes say now being forced to Multi-contextual Panels as general UI update.

So if we have customers who have done nothing, will they be OK and Genesys forcing Multi-contextual Panels as a general UI update and no need to update permissions, or do we still need to add the permissions?

Hello Glyn, 

Yes you will still need to add these permissions to the users. 

Sorry about the documentation being confusing, I recommend leaving feedback with the thumbs up/down on the documentation page at the very bottom. 

Cheers, 

Multi-contextual Panels

We have customers who have not set any permissions relating to Multi-contextual Panels.

Documentation a little confusing saying need to change permissions to opt-in, but then updated notes say now being forced to Multi-contextual Panels as general UI update.

So if we have customers who have done nothing, will they be OK and Genesys forcing Multi-contextual Panels as a general UI update and no need to update permissions, or do we still need to add the permissions?

Hey Cameron, 

Why would we need to give/add a permission for a user or a group of users as Genesys rolls out globally for everyone, pushing everyone to the new UI. 

Permission would mean you could deactivate it still and that won't be the case if I understand correctly.  

Thanks for clarifying. 

We did migrate all of our front and back office users (we think), but the global roll out would help in case we would have forgotten some users (those who are on a long sick leave or mission etc) 

Kr, 

Koen 

Hello Glyn, 

Yes you will still need to add these permissions to the users. 

Sorry about the documentation being confusing, I recommend leaving feedback with the thumbs up/down on the documentation page at the very bottom. 

Cheers, 

Multi-contextual Panels

We have customers who have not set any permissions relating to Multi-contextual Panels.

Documentation a little confusing saying need to change permissions to opt-in, but then updated notes say now being forced to Multi-contextual Panels as general UI update.

So if we have customers who have done nothing, will they be OK and Genesys forcing Multi-contextual Panels as a general UI update and no need to update permissions, or do we still need to add the permissions?

This is the confusion due to permissions needing applying.

But did manage to have a call with Genesys CXM and verified as it's now a mandatory Genesys front end UI update nothing needs to be done as all will be forced to use Multi-contextual Panels.

Hey Cameron, 

Why would we need to give/add a permission for a user or a group of users as Genesys rolls out globally for everyone, pushing everyone to the new UI. 

Permission would mean you could deactivate it still and that won't be the case if I understand correctly.  

Thanks for clarifying. 

We did migrate all of our front and back office users (we think), but the global roll out would help in case we would have forgotten some users (those who are on a long sick leave or mission etc) 

Kr, 

Koen 

Hello Glyn, 

Yes you will still need to add these permissions to the users. 

Sorry about the documentation being confusing, I recommend leaving feedback with the thumbs up/down on the documentation page at the very bottom. 

Cheers, 

Multi-contextual Panels

We have customers who have not set any permissions relating to Multi-contextual Panels.

Documentation a little confusing saying need to change permissions to opt-in, but then updated notes say now being forced to Multi-contextual Panels as general UI update.

So if we have customers who have done nothing, will they be OK and Genesys forcing Multi-contextual Panels as a general UI update and no need to update permissions, or do we still need to add the permissions?

This is the confusion due to permissions needing applying.

But did manage to have a call with Genesys CXM and verified as it's now a mandatory Genesys front end UI update nothing needs to be done as all will be forced to use Multi-contextual Panels.

------------------------------
Glyn Hayes
Engineer

Original Message:
Sent: 08-06-2025 09:58
From: Koen Dierickx
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Hey Cameron, 

Why would we need to give/add a permission for a user or a group of users as Genesys rolls out globally for everyone, pushing everyone to the new UI. 

Permission would mean you could deactivate it still and that won't be the case if I understand correctly.  

Thanks for clarifying. 

We did migrate all of our front and back office users (we think), but the global roll out would help in case we would have forgotten some users (those who are on a long sick leave or mission etc) 

Kr, 

Koen 

------------------------------
Koen Dierickx
Telecom Architect

Original Message:
Sent: 08-06-2025 08:57
From: Cameron Tomlin
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Hello Glyn, 

Yes you will still need to add these permissions to the users. 

Sorry about the documentation being confusing, I recommend leaving feedback with the thumbs up/down on the documentation page at the very bottom. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 08-06-2025 04:38
From: Glyn Hayes
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Multi-contextual Panels

We have customers who have not set any permissions relating to Multi-contextual Panels.

Documentation a little confusing saying need to change permissions to opt-in, but then updated notes say now being forced to Multi-contextual Panels as general UI update.

So if we have customers who have done nothing, will they be OK and Genesys forcing Multi-contextual Panels as a general UI update and no need to update permissions, or do we still need to add the permissions?

#Unsure/Other

------------------------------
Glyn Hayes
Engineer
------------------------------

Hello Glyn, 

I think you are correct. I had my information wrong. Nothing will need to be done as you stated. But I am clarifying internally and will post soon. 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 08-06-2025 10:06
From: Glyn Hayes
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

This is the confusion due to permissions needing applying.

But did manage to have a call with Genesys CXM and verified as it's now a mandatory Genesys front end UI update nothing needs to be done as all will be forced to use Multi-contextual Panels.

------------------------------
Glyn Hayes
Engineer

Original Message:
Sent: 08-06-2025 09:58
From: Koen Dierickx
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Hey Cameron, 

Why would we need to give/add a permission for a user or a group of users as Genesys rolls out globally for everyone, pushing everyone to the new UI. 

Permission would mean you could deactivate it still and that won't be the case if I understand correctly.  

Thanks for clarifying. 

We did migrate all of our front and back office users (we think), but the global roll out would help in case we would have forgotten some users (those who are on a long sick leave or mission etc) 

Kr, 

Koen 

------------------------------
Koen Dierickx
Telecom Architect

Original Message:
Sent: 08-06-2025 08:57
From: Cameron Tomlin
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Hello Glyn, 

Yes you will still need to add these permissions to the users. 

Sorry about the documentation being confusing, I recommend leaving feedback with the thumbs up/down on the documentation page at the very bottom. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 08-06-2025 04:38
From: Glyn Hayes
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Multi-contextual Panels

We have customers who have not set any permissions relating to Multi-contextual Panels.

Documentation a little confusing saying need to change permissions to opt-in, but then updated notes say now being forced to Multi-contextual Panels as general UI update.

So if we have customers who have done nothing, will they be OK and Genesys forcing Multi-contextual Panels as a general UI update and no need to update permissions, or do we still need to add the permissions?

#Unsure/Other

------------------------------
Glyn Hayes
Engineer
------------------------------

Hello @Glyn Hayes and @Koen Dierickx, 

I have received some clarification. Starting on 8/11 all users will be moved to the multi panel experience, will NOT require any intervention from admins. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 08-07-2025 08:42
From: Cameron Tomlin
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Hello Glyn, 

I think you are correct. I had my information wrong. Nothing will need to be done as you stated. But I am clarifying internally and will post soon. 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 08-06-2025 10:06
From: Glyn Hayes
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

This is the confusion due to permissions needing applying.

But did manage to have a call with Genesys CXM and verified as it's now a mandatory Genesys front end UI update nothing needs to be done as all will be forced to use Multi-contextual Panels.

------------------------------
Glyn Hayes
Engineer

Original Message:
Sent: 08-06-2025 09:58
From: Koen Dierickx
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Hey Cameron, 

Why would we need to give/add a permission for a user or a group of users as Genesys rolls out globally for everyone, pushing everyone to the new UI. 

Permission would mean you could deactivate it still and that won't be the case if I understand correctly.  

Thanks for clarifying. 

We did migrate all of our front and back office users (we think), but the global roll out would help in case we would have forgotten some users (those who are on a long sick leave or mission etc) 

Kr, 

Koen 

------------------------------
Koen Dierickx
Telecom Architect

Original Message:
Sent: 08-06-2025 08:57
From: Cameron Tomlin
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Hello Glyn, 

Yes you will still need to add these permissions to the users. 

Sorry about the documentation being confusing, I recommend leaving feedback with the thumbs up/down on the documentation page at the very bottom. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 08-06-2025 04:38
From: Glyn Hayes
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Multi-contextual Panels

We have customers who have not set any permissions relating to Multi-contextual Panels.

Documentation a little confusing saying need to change permissions to opt-in, but then updated notes say now being forced to Multi-contextual Panels as general UI update.

So if we have customers who have done nothing, will they be OK and Genesys forcing Multi-contextual Panels as a general UI update and no need to update permissions, or do we still need to add the permissions?

#Unsure/Other

------------------------------
Glyn Hayes
Engineer
------------------------------

Thanks, Cameron, for confirming that.

When this feature was introduced, we noticed an issue with consult transfers. We usually use the consult transfer option to ensure the call is connected before completing the transfer. However, with this feature enabled, the transfer button doesn't become active until the other person answers the call, which causes delays.

We've already raised this as a concern - do you know if this update will resolve that issue?

------------------------------
Princy Paul
Contact Centre Team Leader

Original Message:
Sent: 08-07-2025 14:39
From: Cameron Tomlin
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Hello @Glyn Hayes and @Koen Dierickx, 

I have received some clarification. Starting on 8/11 all users will be moved to the multi panel experience, will NOT require any intervention from admins. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 08-07-2025 08:42
From: Cameron Tomlin
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Hello Glyn, 

I think you are correct. I had my information wrong. Nothing will need to be done as you stated. But I am clarifying internally and will post soon. 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 08-06-2025 10:06
From: Glyn Hayes
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

This is the confusion due to permissions needing applying.

But did manage to have a call with Genesys CXM and verified as it's now a mandatory Genesys front end UI update nothing needs to be done as all will be forced to use Multi-contextual Panels.

------------------------------
Glyn Hayes
Engineer

Original Message:
Sent: 08-06-2025 09:58
From: Koen Dierickx
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Hey Cameron, 

Why would we need to give/add a permission for a user or a group of users as Genesys rolls out globally for everyone, pushing everyone to the new UI. 

Permission would mean you could deactivate it still and that won't be the case if I understand correctly.  

Thanks for clarifying. 

We did migrate all of our front and back office users (we think), but the global roll out would help in case we would have forgotten some users (those who are on a long sick leave or mission etc) 

Kr, 

Koen 

------------------------------
Koen Dierickx
Telecom Architect

Original Message:
Sent: 08-06-2025 08:57
From: Cameron Tomlin
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Hello Glyn, 

Yes you will still need to add these permissions to the users. 

Sorry about the documentation being confusing, I recommend leaving feedback with the thumbs up/down on the documentation page at the very bottom. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 08-06-2025 04:38
From: Glyn Hayes
Subject: Multi-contextual Panels - being rolled out next week - do we have to change anything if permissions not set?

Multi-contextual Panels

We have customers who have not set any permissions relating to Multi-contextual Panels.

Documentation a little confusing saying need to change permissions to opt-in, but then updated notes say now being forced to Multi-contextual Panels as general UI update.

So if we have customers who have done nothing, will they be OK and Genesys forcing Multi-contextual Panels as a general UI update and no need to update permissions, or do we still need to add the permissions?

#Unsure/Other

------------------------------
Glyn Hayes
Engineer
------------------------------