Genesys Cloud - UI New Features

We've been using Multi Contextual Panels since our go-live in mid-February, and while we love the concept of multiple panels, we're running into a few issues that make it feel not quite ready for production.

Let's talk App Sizes:

• The panel size for Phone, Email, and Messages is just too large. Right now, "Small" is 505px wide, while other apps in "Small" are 298px. That's a huge difference. Both Phone and Messages would work just fine at 298px.
• If you're building custom apps (like we are), it would be super helpful to have an option to set a default size - for example, if your app is designed to work best in "Medium" (598px), let us lock it in at that (and it can be changed to any other size if wanted).
• Why not allow users to drag and resize panels freely? Give people control to adjust their workspace to fit how they actually work.
• Related to that - when you do change the panel size, the app inside doesn't always resize properly to fit the new dimensions.

Example where Email (Phone, Message) app size could have been smaller.

Example where apps are not 100% visible.

Collapse/Expand Function:

The new collapse/expand feature for viewing multiple apps is a nice addition, but currently it locks the view to a 50/50 split. That's not always ideal. Some use cases need more of a 75/25 setup. It'd be great to have more flexible layout options - something like 25/75, 50/50, 75/25. Or resize it to any preferred size themselves. 

Other things we've noticed:

• Apps time out after ~1000 seconds, and we're forced to log in again via SSO. This ends up being a constant headache 😄
• The capture log is full of errors - not sure what's causing it, but it doesn't look healthy.

We have tickets for most of the things.

Agreed, our contact center requires verification through the left side pane and the 50/50 split just barely fits it all in the screen leaving our agents unable to use this new feature. 

We've been using Multi Contextual Panels since our go-live in mid-February, and while we love the concept of multiple panels, we're running into a few issues that make it feel not quite ready for production.

Let's talk App Sizes:

• The panel size for Phone, Email, and Messages is just too large. Right now, "Small" is 505px wide, while other apps in "Small" are 298px. That's a huge difference. Both Phone and Messages would work just fine at 298px.
• If you're building custom apps (like we are), it would be super helpful to have an option to set a default size - for example, if your app is designed to work best in "Medium" (598px), let us lock it in at that (and it can be changed to any other size if wanted).
• Why not allow users to drag and resize panels freely? Give people control to adjust their workspace to fit how they actually work.
• Related to that - when you do change the panel size, the app inside doesn't always resize properly to fit the new dimensions.

Example where Email (Phone, Message) app size could have been smaller.

Example where apps are not 100% visible.

Collapse/Expand Function:

The new collapse/expand feature for viewing multiple apps is a nice addition, but currently it locks the view to a 50/50 split. That's not always ideal. Some use cases need more of a 75/25 setup. It'd be great to have more flexible layout options - something like 25/75, 50/50, 75/25. Or resize it to any preferred size themselves. 

Other things we've noticed:

• Apps time out after ~1000 seconds, and we're forced to log in again via SSO. This ends up being a constant headache 😄
• The capture log is full of errors - not sure what's causing it, but it doesn't look healthy.

We have tickets for most of the things.

We've been using Multi Contextual Panels since our go-live in mid-February, and while we love the concept of multiple panels, we're running into a few issues that make it feel not quite ready for production.

Let's talk App Sizes:

• The panel size for Phone, Email, and Messages is just too large. Right now, "Small" is 505px wide, while other apps in "Small" are 298px. That's a huge difference. Both Phone and Messages would work just fine at 298px.
• If you're building custom apps (like we are), it would be super helpful to have an option to set a default size - for example, if your app is designed to work best in "Medium" (598px), let us lock it in at that (and it can be changed to any other size if wanted).
• Why not allow users to drag and resize panels freely? Give people control to adjust their workspace to fit how they actually work.
• Related to that - when you do change the panel size, the app inside doesn't always resize properly to fit the new dimensions.

Example where Email (Phone, Message) app size could have been smaller.

Example where apps are not 100% visible.

Collapse/Expand Function:

The new collapse/expand feature for viewing multiple apps is a nice addition, but currently it locks the view to a 50/50 split. That's not always ideal. Some use cases need more of a 75/25 setup. It'd be great to have more flexible layout options - something like 25/75, 50/50, 75/25. Or resize it to any preferred size themselves. 

Other things we've noticed:

• Apps time out after ~1000 seconds, and we're forced to log in again via SSO. This ends up being a constant headache 😄
• The capture log is full of errors - not sure what's causing it, but it doesn't look healthy.

We have tickets for most of the things.

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Tobias Zackrisson
Head of Technology Enablement
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