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  • 1.  Multi-panel Agent Workspace Issue

    Posted 08-07-2025 08:45
    Edited by Louis Creely 08-07-2025 09:06

    Please tell me this isn't being forced out mid-August: Genesys Cloud - UI New Features - Genesys 

    I have raised my issue here and with my provider, who states that the Genesys Cloud developers are aware and still investigating the issue: Genesys Cloud - UI New Features - Genesys

    The issues: If a 1st line agent consults a communicate agent as part of a group while they have a customer on the line, and the consulted person in a group hangs up the consultation, then the 1st line agent can no longer transfer the customer to another team.

    Genesys have been aware of this issue for 4 months now, i'm not sure what's going on anymore. Are we going to be forced over to something that has a serious flaw? 



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    Louis Creely
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  • 2.  RE: Multi-panel Agent Workspace Issue

    Posted 08-07-2025 14:15

    Hi @Louis Creely

    This "issue" has been resolved, It was identified as both a workflow issue and documentation 



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    Nicholas Robinson
    Principal Product Manager
    Genesys - Employees
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  • 3.  RE: Multi-panel Agent Workspace Issue

    Posted 08-08-2025 11:34
    Edited by Louis Creely 08-08-2025 11:42

    This has not been resolved. I tested it yesterday, and we've had no word from our 3rd party that this has been resolved.

    I'm not sure what you are referring to with the documentation page, Its not an issue with permissions. This issue happens when agents consult a group and the agent in the group hangs up the consult.

    Kind Regards,

    Louis



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    Louis Creely
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    Original Message


  • 4.  RE: Multi-panel Agent Workspace Issue

    Posted 08-11-2025 12:29

    We also have a ticket in with our 3rd party provider for the same issue. They have not updated us on a resolution as of yet.



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    Erin Thomsen
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    Original Message


  • 5.  RE: Multi-panel Agent Workspace Issue

    Posted 08-13-2025 06:22

    It's reassuring to know that we're not alone. Our third-party vendor has had a ticket open with Genesys for the past five months. Although Genesys is aware of the issue, it appears they're going to push on without resolving it. I want to get an understanding of why Genesys think this is acceptable considering the impact it can have to the customer journey. We've asked our vendor to put a case forward for an exemption but its not looking hopeful.



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    Louis Creely
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    Original Message


  • 6.  RE: Multi-panel Agent Workspace Issue

    Posted 08-13-2025 07:03

    @Erin Thomsen, are you okay to test the issue again? I just received a message from my vendor stating that this issue has just been resolved. I tested, and all looks good



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    Louis Creely
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    Original Message


  • 7.  RE: Multi-panel Agent Workspace Issue

    Posted 08-13-2025 15:51

    Hi Louis, I just sent a message to our vendor to see if our ticket has been updated before having our trainers test. I'll keep you posted. 



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    Erin Thomsen
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    Original Message


  • 8.  RE: Multi-panel Agent Workspace Issue

    Posted 08-19-2025 10:14

    Hi Louis, we were able to test yesterday and things were working as expected. Appreciate your push to get this resolved.



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    Erin Thomsen
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    Original Message


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