I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

Hi Mark,

We appreciate your feedback.  We have also received this as an idea in our Idea panel<< Please add your vote (thank you)

We are working with our engineering team to determine the most effective way to support this experience in the future while leveraging AI.

Your patience is greatly appreciated 

Happy Holidays, 

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

We have the same issue, with our agents raising this as the first thing they noticed with the environment following the changes. 

What concerns me more is that this change (resize arrows) and also the change to hide the telephone number along the top row (in favour of having to have another panel open, seem to have been introduced by stealth. There were no notes in any of the multicontextual panel change adoption documentation.

------------------------------
David Halliday
Applications Team Leader

Original Message:
Sent: 12-18-2024 17:37
From: Nicholas Robinson
Subject: Multipanel issue

Hi Mark,

We appreciate your feedback.  We have also received this as an idea in our Idea panel<< Please add your vote (thank you)

We are working with our engineering team to determine the most effective way to support this experience in the future while leveraging AI.

Your patience is greatly appreciated 

Happy Holidays, 

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees

Original Message:
Sent: 12-18-2024 16:30
From: Mark Pierson
Subject: Multipanel issue

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

We have the same issue, with our agents raising this as the first thing they noticed with the environment following the changes. 

What concerns me more is that this change (resize arrows) and also the change to hide the telephone number along the top row (in favour of having to have another panel open, seem to have been introduced by stealth. There were no notes in any of the multicontextual panel change adoption documentation.

Hi Mark,

We appreciate your feedback.  We have also received this as an idea in our Idea panel<< Please add your vote (thank you)

We are working with our engineering team to determine the most effective way to support this experience in the future while leveraging AI.

Your patience is greatly appreciated 

Happy Holidays, 

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

I cannot see any response to the comment around hiding the phone number unless I have missed it.
What was the rationale behind that decision? @Nicholas Robinson

We have the same issue, with our agents raising this as the first thing they noticed with the environment following the changes. 

What concerns me more is that this change (resize arrows) and also the change to hide the telephone number along the top row (in favour of having to have another panel open, seem to have been introduced by stealth. There were no notes in any of the multicontextual panel change adoption documentation.

Hi Mark,

We appreciate your feedback.  We have also received this as an idea in our Idea panel<< Please add your vote (thank you)

We are working with our engineering team to determine the most effective way to support this experience in the future while leveraging AI.

Your patience is greatly appreciated 

Happy Holidays, 

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

Hi Angus , 

I guess I'm confused here, the phone number is shown in a mouse over. 

I cannot see any response to the comment around hiding the phone number unless I have missed it.
What was the rationale behind that decision? @Nicholas Robinson

We have the same issue, with our agents raising this as the first thing they noticed with the environment following the changes. 

What concerns me more is that this change (resize arrows) and also the change to hide the telephone number along the top row (in favour of having to have another panel open, seem to have been introduced by stealth. There were no notes in any of the multicontextual panel change adoption documentation.

Hi Mark,

We appreciate your feedback.  We have also received this as an idea in our Idea panel<< Please add your vote (thank you)

We are working with our engineering team to determine the most effective way to support this experience in the future while leveraging AI.

Your patience is greatly appreciated 

Happy Holidays, 

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

Hi Mark,

We appreciate your feedback.  We have also received this as an idea in our Idea panel<< Please add your vote (thank you)

We are working with our engineering team to determine the most effective way to support this experience in the future while leveraging AI.

Your patience is greatly appreciated 

Happy Holidays, 

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

We also have this same issue. The change to multipanel offers no real advantages to us, and not being able to view the workspace is a real hinderance to our agents. 

Hi Mark,

We appreciate your feedback.  We have also received this as an idea in our Idea panel<< Please add your vote (thank you)

We are working with our engineering team to determine the most effective way to support this experience in the future while leveraging AI.

Your patience is greatly appreciated 

Happy Holidays, 

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

I would have to agree - After evaluating the change to the multi-panel layout, we've found that it doesn't provide significant benefits for our agents. Additionally, the inability to view the workspace is a considerable detractor, preventing agents from effectively self-managing. This has a direct impact on their performance metrics and often leads to lower bonus payouts.

Would it be possible to make the multi-panel feature optional, allowing us to continue using the current setup until agents can fully access their workspaces in the new multi-panel? It would be ideal to implement the change only once all the tools and functionality available in the current setting are fully integrated into the new layout.

We also have this same issue. The change to multipanel offers no real advantages to us, and not being able to view the workspace is a real hinderance to our agents. 

Hi Mark,

We appreciate your feedback.  We have also received this as an idea in our Idea panel<< Please add your vote (thank you)

We are working with our engineering team to determine the most effective way to support this experience in the future while leveraging AI.

Your patience is greatly appreciated 

Happy Holidays, 

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

Hi Mark,

We appreciate your feedback.  We have also received this as an idea in our Idea panel<< Please add your vote (thank you)

We are working with our engineering team to determine the most effective way to support this experience in the future while leveraging AI.

Your patience is greatly appreciated 

Happy Holidays, 

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

Thank you for your attention to this.  It is a major issue with our users.  Our supervisors and agents have the performance workspace open at all times to monitor queue activity and the status of their team.  Many of our users are self-managed to go on-queue during high volume times. This is a critical feature in our organization to always have this in view.

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

Hi @Raquel Galvin , @Cheryl Tost @Rowena Knill

As always we appreciate the feedback.  I want to make sure I'm understanding the concern.  Are the agents unable to access the dashboard when multipanel is on ???

Thank you for your attention to this.  It is a major issue with our users.  Our supervisors and agents have the performance workspace open at all times to monitor queue activity and the status of their team.  Many of our users are self-managed to go on-queue during high volume times. This is a critical feature in our organization to always have this in view.

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

Yes, agents still have the ablity to access dashboards/performance views when multipanel is enabled.  The problem with the new UI is that when agent has the interaction window active they are no longer able to view dashboards/performance workspace reports at the same time side-by-side.  

Hi @Raquel Galvin , @Cheryl Tost @Rowena Knill

As always we appreciate the feedback.  I want to make sure I'm understanding the concern.  Are the agents unable to access the dashboard when multipanel is on ???

Thank you for your attention to this.  It is a major issue with our users.  Our supervisors and agents have the performance workspace open at all times to monitor queue activity and the status of their team.  Many of our users are self-managed to go on-queue during high volume times. This is a critical feature in our organization to always have this in view.

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

Yes, you can click on the little interactions icon to hide the interaction and show the previously displayed dashboard (fullscreen) but you can't see them side-by-side.

Also, when you do minimise the Interaction, the dashboard is re-painted each time, so it is not a quick peek and return to the customer.

Yes, agents still have the ablity to access dashboards/performance views when multipanel is enabled.  The problem with the new UI is that when agent has the interaction window active they are no longer able to view dashboards/performance workspace reports at the same time side-by-side.  

Hi @Raquel Galvin , @Cheryl Tost @Rowena Knill

As always we appreciate the feedback.  I want to make sure I'm understanding the concern.  Are the agents unable to access the dashboard when multipanel is on ???

Thank you for your attention to this.  It is a major issue with our users.  Our supervisors and agents have the performance workspace open at all times to monitor queue activity and the status of their team.  Many of our users are self-managed to go on-queue during high volume times. This is a critical feature in our organization to always have this in view.

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

All feedback above aligns with the feedback we're receiving. Was really hoping Genesys would at least allow the opt-in/out toggle to remain until a real-time queue/dashboard panel could be introduced. This has also been discussed in this thread if interested: https://community.genesys.com/discussion/multi-contextual-panel-call-controls-1#bm8786238c-0ccd-4eb9-8d00-0194d1ab0671

Yes, you can click on the little interactions icon to hide the interaction and show the previously displayed dashboard (fullscreen) but you can't see them side-by-side.

Also, when you do minimise the Interaction, the dashboard is re-painted each time, so it is not a quick peek and return to the customer.

Yes, agents still have the ablity to access dashboards/performance views when multipanel is enabled.  The problem with the new UI is that when agent has the interaction window active they are no longer able to view dashboards/performance workspace reports at the same time side-by-side.  

Hi @Raquel Galvin , @Cheryl Tost @Rowena Knill

As always we appreciate the feedback.  I want to make sure I'm understanding the concern.  Are the agents unable to access the dashboard when multipanel is on ???

Thank you for your attention to this.  It is a major issue with our users.  Our supervisors and agents have the performance workspace open at all times to monitor queue activity and the status of their team.  Many of our users are self-managed to go on-queue during high volume times. This is a critical feature in our organization to always have this in view.

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

I have to agree with this - we are losing more functionality than we are gaining.  Our team looks at queues while on interaction, and without being AI enabled, we aren't getting a benefit.  This isn't "exciting" news for our team and I think the OPT IN/OUT period should be longer until the issues are rectified.

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

We agree and would like the OPT IN/OUT period extended until issues are rectified.

------------------------------
Rose White

Original Message:
Sent: 02-18-2025 11:30
From: Therese Moorhouse
Subject: Multipanel issue

I have to agree with this - we are losing more functionality than we are gaining.  Our team looks at queues while on interaction, and without being AI enabled, we aren't getting a benefit.  This isn't "exciting" news for our team and I think the OPT IN/OUT period should be longer until the issues are rectified.

------------------------------
Therese Moorhouse
Manager Cust. Exp Support

Original Message:
Sent: 12-18-2024 16:30
From: Mark Pierson
Subject: Multipanel issue

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

We appreciate the feedback…. While we have received similar feedback from other customers about challenges when using the new multipanel experience.  We understand customers internal processes may be unique to their operations, hence we provided early communication of this upcoming changes in an effort for our customers to make adjustments necessary to optimize it use…

• Deprecation Announcement: Learn about the transition from the tabbed workspace to the new multipanel experience.
• Multipanel Announcement: More details about the multipanel experience
• October 28 Release Notes (scroll down to "Multi contextual panels" section as shown below)

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

Hi Nicholas, 

We never received the release notes even though I am signed up for them. I mentioned this to our Inflow Customer Success Manger in a meeting earlier this month and he forwarded me the documents on this change and we immediately set it up and started testing. 

Again, with so many of your customers having issues we would like Genesys to considered leaving the option available for us to disable/opt-out of the multi-panel until some improvements can be made.

Thanks

Rose White

Project Manager

We appreciate the feedback…. While we have received similar feedback from other customers about challenges when using the new multipanel experience.  We understand customers internal processes may be unique to their operations, hence we provided early communication of this upcoming changes in an effort for our customers to make adjustments necessary to optimize it use…

• Deprecation Announcement: Learn about the transition from the tabbed workspace to the new multipanel experience.
• Multipanel Announcement: More details about the multipanel experience
• October 28 Release Notes (scroll down to "Multi contextual panels" section as shown below)

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

Hi Rose,

We sincerely apologize if you did not receive the advanced communication about this update. We understand that adapting to a new experience can be challenging, especially when it feels unfamiliar. However, we want to reassure you that no functionality has been lost-rather, it may look different than before, or may be perceived as inconvenient . 

We are actively exploring options to address this as a fast-follow update. At the same time, we must also recognize and respect the many customers who have successfully prepared for this transition over the past six months. Making changes now could be disruptive to those who have already adapted, and it's important to maintain fairness for all users. That said, we remain committed to improving usability and are working on ways to make this a more seamless experience moving forward

Please keep mind that we are targeting for 2h 2025 the following enhancements..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.
• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow

Thanks

Hi Nicholas, 

We never received the release notes even though I am signed up for them. I mentioned this to our Inflow Customer Success Manger in a meeting earlier this month and he forwarded me the documents on this change and we immediately set it up and started testing. 

Again, with so many of your customers having issues we would like Genesys to considered leaving the option available for us to disable/opt-out of the multi-panel until some improvements can be made.

Thanks

Rose White

Project Manager

We appreciate the feedback…. While we have received similar feedback from other customers about challenges when using the new multipanel experience.  We understand customers internal processes may be unique to their operations, hence we provided early communication of this upcoming changes in an effort for our customers to make adjustments necessary to optimize it use…

• Deprecation Announcement: Learn about the transition from the tabbed workspace to the new multipanel experience.
• Multipanel Announcement: More details about the multipanel experience
• October 28 Release Notes (scroll down to "Multi contextual panels" section as shown below)

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

I don't think we still have a definitive word on the use of Panel Manager at release and the plans down the road. If we set a panel in manager, will it always show that to the user or will user setting override the manager?

Hi Rose,

We sincerely apologize if you did not receive the advanced communication about this update. We understand that adapting to a new experience can be challenging, especially when it feels unfamiliar. However, we want to reassure you that no functionality has been lost-rather, it may look different than before, or may be perceived as inconvenient . 

We are actively exploring options to address this as a fast-follow update. At the same time, we must also recognize and respect the many customers who have successfully prepared for this transition over the past six months. Making changes now could be disruptive to those who have already adapted, and it's important to maintain fairness for all users. That said, we remain committed to improving usability and are working on ways to make this a more seamless experience moving forward

Please keep mind that we are targeting for 2h 2025 the following enhancements..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.
• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow

Thanks

Hi Nicholas, 

We never received the release notes even though I am signed up for them. I mentioned this to our Inflow Customer Success Manger in a meeting earlier this month and he forwarded me the documents on this change and we immediately set it up and started testing. 

Again, with so many of your customers having issues we would like Genesys to considered leaving the option available for us to disable/opt-out of the multi-panel until some improvements can be made.

Thanks

Rose White

Project Manager

We appreciate the feedback…. While we have received similar feedback from other customers about challenges when using the new multipanel experience.  We understand customers internal processes may be unique to their operations, hence we provided early communication of this upcoming changes in an effort for our customers to make adjustments necessary to optimize it use…

• Deprecation Announcement: Learn about the transition from the tabbed workspace to the new multipanel experience.
• Multipanel Announcement: More details about the multipanel experience
• October 28 Release Notes (scroll down to "Multi contextual panels" section as shown below)

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

Hi Rose,

We sincerely apologize if you did not receive the advanced communication about this update. We understand that adapting to a new experience can be challenging, especially when it feels unfamiliar. However, we want to reassure you that no functionality has been lost-rather, it may look different than before, or may be perceived as inconvenient . 

We are actively exploring options to address this as a fast-follow update. At the same time, we must also recognize and respect the many customers who have successfully prepared for this transition over the past six months. Making changes now could be disruptive to those who have already adapted, and it's important to maintain fairness for all users. That said, we remain committed to improving usability and are working on ways to make this a more seamless experience moving forward

Please keep mind that we are targeting for 2h 2025 the following enhancements..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.
• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow

Thanks

Hi Nicholas, 

We never received the release notes even though I am signed up for them. I mentioned this to our Inflow Customer Success Manger in a meeting earlier this month and he forwarded me the documents on this change and we immediately set it up and started testing. 

Again, with so many of your customers having issues we would like Genesys to considered leaving the option available for us to disable/opt-out of the multi-panel until some improvements can be made.

Thanks

Rose White

Project Manager

We appreciate the feedback…. While we have received similar feedback from other customers about challenges when using the new multipanel experience.  We understand customers internal processes may be unique to their operations, hence we provided early communication of this upcoming changes in an effort for our customers to make adjustments necessary to optimize it use…

• Deprecation Announcement: Learn about the transition from the tabbed workspace to the new multipanel experience.
• Multipanel Announcement: More details about the multipanel experience
• October 28 Release Notes (scroll down to "Multi contextual panels" section as shown below)

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

Could you please explain to me how allowing a longer opt-in period "could be disruptive to those who have already adapted"? If those who have already adapted and opted in are able to remain opted in, how is allowing others the ability to opt out disruptive? 

I find this excuse to be insulting and insincere. There are many customers who are rightly dissastisfied with the loss of required functionality this update brings, and the communication from Genesys has been sorely lacking. 

Hi Rose,

We sincerely apologize if you did not receive the advanced communication about this update. We understand that adapting to a new experience can be challenging, especially when it feels unfamiliar. However, we want to reassure you that no functionality has been lost-rather, it may look different than before, or may be perceived as inconvenient . 

We are actively exploring options to address this as a fast-follow update. At the same time, we must also recognize and respect the many customers who have successfully prepared for this transition over the past six months. Making changes now could be disruptive to those who have already adapted, and it's important to maintain fairness for all users. That said, we remain committed to improving usability and are working on ways to make this a more seamless experience moving forward

Please keep mind that we are targeting for 2h 2025 the following enhancements..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.
• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow

Thanks

Hi Nicholas, 

We never received the release notes even though I am signed up for them. I mentioned this to our Inflow Customer Success Manger in a meeting earlier this month and he forwarded me the documents on this change and we immediately set it up and started testing. 

Again, with so many of your customers having issues we would like Genesys to considered leaving the option available for us to disable/opt-out of the multi-panel until some improvements can be made.

Thanks

Rose White

Project Manager

We appreciate the feedback…. While we have received similar feedback from other customers about challenges when using the new multipanel experience.  We understand customers internal processes may be unique to their operations, hence we provided early communication of this upcoming changes in an effort for our customers to make adjustments necessary to optimize it use…

• Deprecation Announcement: Learn about the transition from the tabbed workspace to the new multipanel experience.
• Multipanel Announcement: More details about the multipanel experience
• October 28 Release Notes (scroll down to "Multi contextual panels" section as shown below)

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

Seeing the odd issue where the panels get a "Sorry, Something went wrong message." Doesn't happen when multicontextual is turned off.
Ticket logged.

Could you please explain to me how allowing a longer opt-in period "could be disruptive to those who have already adapted"? If those who have already adapted and opted in are able to remain opted in, how is allowing others the ability to opt out disruptive? 

I find this excuse to be insulting and insincere. There are many customers who are rightly dissastisfied with the loss of required functionality this update brings, and the communication from Genesys has been sorely lacking. 

Hi Rose,

We sincerely apologize if you did not receive the advanced communication about this update. We understand that adapting to a new experience can be challenging, especially when it feels unfamiliar. However, we want to reassure you that no functionality has been lost-rather, it may look different than before, or may be perceived as inconvenient . 

We are actively exploring options to address this as a fast-follow update. At the same time, we must also recognize and respect the many customers who have successfully prepared for this transition over the past six months. Making changes now could be disruptive to those who have already adapted, and it's important to maintain fairness for all users. That said, we remain committed to improving usability and are working on ways to make this a more seamless experience moving forward

Please keep mind that we are targeting for 2h 2025 the following enhancements..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.
• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow

Thanks

Hi Nicholas, 

We never received the release notes even though I am signed up for them. I mentioned this to our Inflow Customer Success Manger in a meeting earlier this month and he forwarded me the documents on this change and we immediately set it up and started testing. 

Again, with so many of your customers having issues we would like Genesys to considered leaving the option available for us to disable/opt-out of the multi-panel until some improvements can be made.

Thanks

Rose White

Project Manager

We appreciate the feedback…. While we have received similar feedback from other customers about challenges when using the new multipanel experience.  We understand customers internal processes may be unique to their operations, hence we provided early communication of this upcoming changes in an effort for our customers to make adjustments necessary to optimize it use…

• Deprecation Announcement: Learn about the transition from the tabbed workspace to the new multipanel experience.
• Multipanel Announcement: More details about the multipanel experience
• October 28 Release Notes (scroll down to "Multi contextual panels" section as shown below)

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

Seeing the odd issue where the panels get a "Sorry, Something went wrong message." Doesn't happen when multicontextual is turned off.
Ticket logged.

Could you please explain to me how allowing a longer opt-in period "could be disruptive to those who have already adapted"? If those who have already adapted and opted in are able to remain opted in, how is allowing others the ability to opt out disruptive? 

I find this excuse to be insulting and insincere. There are many customers who are rightly dissastisfied with the loss of required functionality this update brings, and the communication from Genesys has been sorely lacking. 

Hi Rose,

We sincerely apologize if you did not receive the advanced communication about this update. We understand that adapting to a new experience can be challenging, especially when it feels unfamiliar. However, we want to reassure you that no functionality has been lost-rather, it may look different than before, or may be perceived as inconvenient . 

We are actively exploring options to address this as a fast-follow update. At the same time, we must also recognize and respect the many customers who have successfully prepared for this transition over the past six months. Making changes now could be disruptive to those who have already adapted, and it's important to maintain fairness for all users. That said, we remain committed to improving usability and are working on ways to make this a more seamless experience moving forward

Please keep mind that we are targeting for 2h 2025 the following enhancements..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.
• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow

Thanks

Hi Nicholas, 

We never received the release notes even though I am signed up for them. I mentioned this to our Inflow Customer Success Manger in a meeting earlier this month and he forwarded me the documents on this change and we immediately set it up and started testing. 

Again, with so many of your customers having issues we would like Genesys to considered leaving the option available for us to disable/opt-out of the multi-panel until some improvements can be made.

Thanks

Rose White

Project Manager

We appreciate the feedback…. While we have received similar feedback from other customers about challenges when using the new multipanel experience.  We understand customers internal processes may be unique to their operations, hence we provided early communication of this upcoming changes in an effort for our customers to make adjustments necessary to optimize it use…

• Deprecation Announcement: Learn about the transition from the tabbed workspace to the new multipanel experience.
• Multipanel Announcement: More details about the multipanel experience
• October 28 Release Notes (scroll down to "Multi contextual panels" section as shown below)

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

I also received this message several times today when testing the system. I don't have screenshots but will submit a ticket now.

Seeing the odd issue where the panels get a "Sorry, Something went wrong message." Doesn't happen when multicontextual is turned off.
Ticket logged.

Could you please explain to me how allowing a longer opt-in period "could be disruptive to those who have already adapted"? If those who have already adapted and opted in are able to remain opted in, how is allowing others the ability to opt out disruptive? 

I find this excuse to be insulting and insincere. There are many customers who are rightly dissastisfied with the loss of required functionality this update brings, and the communication from Genesys has been sorely lacking. 

Hi Rose,

We sincerely apologize if you did not receive the advanced communication about this update. We understand that adapting to a new experience can be challenging, especially when it feels unfamiliar. However, we want to reassure you that no functionality has been lost-rather, it may look different than before, or may be perceived as inconvenient . 

We are actively exploring options to address this as a fast-follow update. At the same time, we must also recognize and respect the many customers who have successfully prepared for this transition over the past six months. Making changes now could be disruptive to those who have already adapted, and it's important to maintain fairness for all users. That said, we remain committed to improving usability and are working on ways to make this a more seamless experience moving forward

Please keep mind that we are targeting for 2h 2025 the following enhancements..

• A new panel that will provide similar information and functionality, ensuring agents can easily access the data they need.
• Open multiple tabs capability that will allow agents to switch between views seamlessly, offering greater flexibility and customization to support their workflow

Thanks

Hi Nicholas, 

We never received the release notes even though I am signed up for them. I mentioned this to our Inflow Customer Success Manger in a meeting earlier this month and he forwarded me the documents on this change and we immediately set it up and started testing. 

Again, with so many of your customers having issues we would like Genesys to considered leaving the option available for us to disable/opt-out of the multi-panel until some improvements can be made.

Thanks

Rose White

Project Manager

We appreciate the feedback…. While we have received similar feedback from other customers about challenges when using the new multipanel experience.  We understand customers internal processes may be unique to their operations, hence we provided early communication of this upcoming changes in an effort for our customers to make adjustments necessary to optimize it use…

• Deprecation Announcement: Learn about the transition from the tabbed workspace to the new multipanel experience.
• Multipanel Announcement: More details about the multipanel experience
• October 28 Release Notes (scroll down to "Multi contextual panels" section as shown below)

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

We appreciate the feedback…. While we have received similar feedback from other customers about challenges when using the new multipanel experience.  We understand customers internal processes may be unique to their operations, hence we provided early communication of this upcoming changes in an effort for our customers to make adjustments necessary to optimize it use…

• Deprecation Announcement: Learn about the transition from the tabbed workspace to the new multipanel experience.
• Multipanel Announcement: More details about the multipanel experience
• October 28 Release Notes (scroll down to "Multi contextual panels" section as shown below)

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

Thank you for this information. 

We appreciate the feedback…. While we have received similar feedback from other customers about challenges when using the new multipanel experience.  We understand customers internal processes may be unique to their operations, hence we provided early communication of this upcoming changes in an effort for our customers to make adjustments necessary to optimize it use…

• Deprecation Announcement: Learn about the transition from the tabbed workspace to the new multipanel experience.
• Multipanel Announcement: More details about the multipanel experience
• October 28 Release Notes (scroll down to "Multi contextual panels" section as shown below)

We would have the same issue. Along with the following:  We have some concerns as our script contains a lot of information and before this change, we were able to expand the script screen by clicking on the 'Person" icon twice (see second screenshot). This doesn't work on the new multi panel screen, even if we close or unpin all tools it still leaves the blank space open. Can you please check with Genesys and see if there is a way we can close this like we currently do. See attached screenshots of current and new screens

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------

I understand how the multipanel function is to help drive organizations to leverage the Genesys AI however for those who aren't in position to move to AI/Copilot this new multipanel is blocking a feature our agents use extensively.  specifically our users have the scripter, and performance workspace up at the same time.  This allows the agents to service our calls and keep an eye on their queues at the same time.  When the multipanel is enable this feature goes away. The resize arrows are not available when in multipanel view. 

An additional issue I've found is if I'm in Performance/workspace and take a call once the call is complete it does not put me back into performance workspace.

Legacy View

Here is the view in Multipanel enabled.  Notice I as a user can't service my call and view my queue at the same time.

------------------------------
Mark Pierson
Development prencapal
------------------------------