Genesys Cloud - UI New Features

Hello Genesys Cloud Community,

We've encountered a sudden and widespread issue in our organization (eu-west1 IE domain) where the multi-contextual panels for all our agents have disappeared. They have reverted to the legacy UI. This occurred after our organization received the weekly release (we are in the eu-west1 IE domain, so releases typically happen on wednesday).

Key problems:

• Panels Gone: All agents who previously had the multi-contextual panels enabled are now seeing the old, legacy interface.
• No Enable Option: The "Enable Multi-Contextual Panel" button is no longer visible within the agent interface.
• Admin Settings Missing: Critically, the admin settings related to these panels have vanished. Under Admin > Agent UI > Multi-panel Experience, the entire section (including the "All" permission) is completely missing.

We reviewed the February 17, 2025 release notes, which mention multi-contextual panels. However, the notes are unclear about the exact changes, only stating that the opt-in/opt-out feature will end on March 31st. This doesn't explain why the panels have completely disappeared and the admin controls are gone.

We are concerned that a recent release may have inadvertently disabled or removed this feature for our organization. It's impacting all of our agents.

Has anyone else in the eu-west1 (or other regions) experienced this issue? Any insights or suggestions from the Genesys team would be greatly appreciated. We need to understand:

1. Was there a specific change in the recent release that caused this?
2. Is this a bug, or an intentional change in functionality?
3. How can we restore the multi-contextual panels for our agents? Is there a workaround?
4. Why are the Admin Configuraion settings gone, and how to bring them back?

Thank you for your help!

#Platform Administration

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

Hello Genesys Cloud Community,

We've encountered a sudden and widespread issue in our organization (eu-west1 IE domain) where the multi-contextual panels for all our agents have disappeared. They have reverted to the legacy UI. This occurred after our organization received the weekly release (we are in the eu-west1 IE domain, so releases typically happen on wednesday).

Key problems:

• Panels Gone: All agents who previously had the multi-contextual panels enabled are now seeing the old, legacy interface.
• No Enable Option: The "Enable Multi-Contextual Panel" button is no longer visible within the agent interface.
• Admin Settings Missing: Critically, the admin settings related to these panels have vanished. Under Admin > Agent UI > Multi-panel Experience, the entire section (including the "All" permission) is completely missing.

We reviewed the February 17, 2025 release notes, which mention multi-contextual panels. However, the notes are unclear about the exact changes, only stating that the opt-in/opt-out feature will end on March 31st. This doesn't explain why the panels have completely disappeared and the admin controls are gone.

We are concerned that a recent release may have inadvertently disabled or removed this feature for our organization. It's impacting all of our agents.

Has anyone else in the eu-west1 (or other regions) experienced this issue? Any insights or suggestions from the Genesys team would be greatly appreciated. We need to understand:

1. Was there a specific change in the recent release that caused this?
2. Is this a bug, or an intentional change in functionality?
3. How can we restore the multi-contextual panels for our agents? Is there a workaround?
4. Why are the Admin Configuraion settings gone, and how to bring them back?

Thank you for your help!

#Platform Administration

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

Hello Genesys Cloud Community,

We've encountered a sudden and widespread issue in our organization (eu-west1 IE domain) where the multi-contextual panels for all our agents have disappeared. They have reverted to the legacy UI. This occurred after our organization received the weekly release (we are in the eu-west1 IE domain, so releases typically happen on wednesday).

Key problems:

• Panels Gone: All agents who previously had the multi-contextual panels enabled are now seeing the old, legacy interface.
• No Enable Option: The "Enable Multi-Contextual Panel" button is no longer visible within the agent interface.
• Admin Settings Missing: Critically, the admin settings related to these panels have vanished. Under Admin > Agent UI > Multi-panel Experience, the entire section (including the "All" permission) is completely missing.

We reviewed the February 17, 2025 release notes, which mention multi-contextual panels. However, the notes are unclear about the exact changes, only stating that the opt-in/opt-out feature will end on March 31st. This doesn't explain why the panels have completely disappeared and the admin controls are gone.

We are concerned that a recent release may have inadvertently disabled or removed this feature for our organization. It's impacting all of our agents.

Has anyone else in the eu-west1 (or other regions) experienced this issue? Any insights or suggestions from the Genesys team would be greatly appreciated. We need to understand:

1. Was there a specific change in the recent release that caused this?
2. Is this a bug, or an intentional change in functionality?
3. How can we restore the multi-contextual panels for our agents? Is there a workaround?
4. Why are the Admin Configuraion settings gone, and how to bring them back?

Thank you for your help!

#Platform Administration

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

Update: The multi-contextual panels have been restored, and the admin settings are visible again. The issue seems to have resolved itself without any intervention on our part.

While we're glad it's working now, we're still curious if Genesys can provide any insight into what caused the temporary disappearance. Was this a known issue with the recent release? Knowing the root cause would help us understand if there's a risk of it recurring.

Thanks to everyone for your attention to this matter.

Hello Genesys Cloud Community,

We've encountered a sudden and widespread issue in our organization (eu-west1 IE domain) where the multi-contextual panels for all our agents have disappeared. They have reverted to the legacy UI. This occurred after our organization received the weekly release (we are in the eu-west1 IE domain, so releases typically happen on wednesday).

Key problems:

• Panels Gone: All agents who previously had the multi-contextual panels enabled are now seeing the old, legacy interface.
• No Enable Option: The "Enable Multi-Contextual Panel" button is no longer visible within the agent interface.
• Admin Settings Missing: Critically, the admin settings related to these panels have vanished. Under Admin > Agent UI > Multi-panel Experience, the entire section (including the "All" permission) is completely missing.

We reviewed the February 17, 2025 release notes, which mention multi-contextual panels. However, the notes are unclear about the exact changes, only stating that the opt-in/opt-out feature will end on March 31st. This doesn't explain why the panels have completely disappeared and the admin controls are gone.

We are concerned that a recent release may have inadvertently disabled or removed this feature for our organization. It's impacting all of our agents.

Has anyone else in the eu-west1 (or other regions) experienced this issue? Any insights or suggestions from the Genesys team would be greatly appreciated. We need to understand:

1. Was there a specific change in the recent release that caused this?
2. Is this a bug, or an intentional change in functionality?
3. How can we restore the multi-contextual panels for our agents? Is there a workaround?
4. Why are the Admin Configuraion settings gone, and how to bring them back?

Thank you for your help!

#Platform Administration

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

Hi @Orhun Sahin

Thank you for your patience,  It appears that someone made the change in error and corrected it immediately.

Update: The multi-contextual panels have been restored, and the admin settings are visible again. The issue seems to have resolved itself without any intervention on our part.

While we're glad it's working now, we're still curious if Genesys can provide any insight into what caused the temporary disappearance. Was this a known issue with the recent release? Knowing the root cause would help us understand if there's a risk of it recurring.

Thanks to everyone for your attention to this matter.

Hello Genesys Cloud Community,

We've encountered a sudden and widespread issue in our organization (eu-west1 IE domain) where the multi-contextual panels for all our agents have disappeared. They have reverted to the legacy UI. This occurred after our organization received the weekly release (we are in the eu-west1 IE domain, so releases typically happen on wednesday).

Key problems:

• Panels Gone: All agents who previously had the multi-contextual panels enabled are now seeing the old, legacy interface.
• No Enable Option: The "Enable Multi-Contextual Panel" button is no longer visible within the agent interface.
• Admin Settings Missing: Critically, the admin settings related to these panels have vanished. Under Admin > Agent UI > Multi-panel Experience, the entire section (including the "All" permission) is completely missing.

We reviewed the February 17, 2025 release notes, which mention multi-contextual panels. However, the notes are unclear about the exact changes, only stating that the opt-in/opt-out feature will end on March 31st. This doesn't explain why the panels have completely disappeared and the admin controls are gone.

We are concerned that a recent release may have inadvertently disabled or removed this feature for our organization. It's impacting all of our agents.

Has anyone else in the eu-west1 (or other regions) experienced this issue? Any insights or suggestions from the Genesys team would be greatly appreciated. We need to understand:

1. Was there a specific change in the recent release that caused this?
2. Is this a bug, or an intentional change in functionality?
3. How can we restore the multi-contextual panels for our agents? Is there a workaround?
4. Why are the Admin Configuraion settings gone, and how to bring them back?

Thank you for your help!

#Platform Administration

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