Genesys Cloud - UI New Features

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 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.

We need the phone number to display as it was prior to the change, not as a mouse over.  Other systems have been built to accept that format of the number and now it is not available

------------------------------
Randall Pettit

Original Message:
Sent: 03-17-2025 00:06
From: Nicholas Robinson
Subject: Multipanel issue

Hi Angus , 

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

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 03-16-2025 17:57
From: Angus Huckle
Subject: Multipanel issue

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

------------------------------
Angus Huckle
Procurement

Original Message:
Sent: 12-19-2024 03:53
From: David Halliday
Subject: Multipanel issue

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
------------------------------

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
------------------------------

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
------------------------------

Has this Case been resolved?

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
------------------------------

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
------------------------------

Raising my issue here as well as it would be more appropriate:

We're a finance company in the UK and tax year end (5th of April) is our busiest time of year. Its causing a lot of anxiety and we can't afford to be hit with any problems. I have witnessed the issue myself and been able to replicate it. Please can you confirm with testing if they considered consults to a group and what happens when the consulted agent hangs up the call.

I would be happy to get in touch with someone to demonstrate the problem? I know that a lot of companies don't use groups because they don't work well side by side with your contact center solution. Can you confirm if your clients call groups as part of their customer journeys?

This change will break the ability to transfer calls. I have been informed that the opt in period will be extended to late spring: Genesys Cloud - UI New Features - Genesys

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 all,

We are in the FedRAMP region, so we received the multi-panel roll-out yesterday/overnight. Have a couple of questions and comments that hopefully someone can help with.

1. The biggest complaint thus far about multipanel experience is the fact that when agents are in Split Screen mode, the amount of real estate for say Dashboards or Performance Views is roughly half of what it was with the legacy view and there isn't a way to seemingly adjust this.
   
   Does that seem accurate? If so, any plans to help address that? Our agents rely greatly on being able to view a Dashboard in split screen to monitor call volumes and such.
   
   
2. If we remove the Enable Multipanel view permission, that seems to force the Legacy view, which may help our situation (for now). With that said, is there a target date when the legacy view will be deprecated?

Thanks in advance. I can provide screenshots of the split screen issue / question above, if that would be helpful or needed.

Regards

Raising my issue here as well as it would be more appropriate:

We're a finance company in the UK and tax year end (5th of April) is our busiest time of year. Its causing a lot of anxiety and we can't afford to be hit with any problems. I have witnessed the issue myself and been able to replicate it. Please can you confirm with testing if they considered consults to a group and what happens when the consulted agent hangs up the call.

I would be happy to get in touch with someone to demonstrate the problem? I know that a lot of companies don't use groups because they don't work well side by side with your contact center solution. Can you confirm if your clients call groups as part of their customer journeys?

This change will break the ability to transfer calls. I have been informed that the opt in period will be extended to late spring: Genesys Cloud - UI New Features - Genesys

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 @Shane Jenkins

You're absolutely right in noting that the current split-screen layout reduces the available real estate for dashboards and performance views. This limitation is a known constraint of the temporary solution, which we re-introduced as a bridge while we work toward a more scalable and accessible experience. Unfortunately, the legacy view (split view) does not meet accessibility standards, and our goal is to ensure the final solution is fully compliant.

In terms of timing, we're currently targeting late Q2 to early Q3 for retiring the legacy view. We're actively exploring improvements to the multipanel layout-including layout flexibility and visibility enhancements-as part of that transition. Your input plays an important role in helping us shape those updates, so please feel free to share screenshots or any additional feedback.

Thanks again for flagging this and for your patience as we continue refining the experience.

Hi all,

We are in the FedRAMP region, so we received the multi-panel roll-out yesterday/overnight. Have a couple of questions and comments that hopefully someone can help with.

1. The biggest complaint thus far about multipanel experience is the fact that when agents are in Split Screen mode, the amount of real estate for say Dashboards or Performance Views is roughly half of what it was with the legacy view and there isn't a way to seemingly adjust this.
   
   Does that seem accurate? If so, any plans to help address that? Our agents rely greatly on being able to view a Dashboard in split screen to monitor call volumes and such.
   
   
2. If we remove the Enable Multipanel view permission, that seems to force the Legacy view, which may help our situation (for now). With that said, is there a target date when the legacy view will be deprecated?

Thanks in advance. I can provide screenshots of the split screen issue / question above, if that would be helpful or needed.

Regards

Raising my issue here as well as it would be more appropriate:

We're a finance company in the UK and tax year end (5th of April) is our busiest time of year. Its causing a lot of anxiety and we can't afford to be hit with any problems. I have witnessed the issue myself and been able to replicate it. Please can you confirm with testing if they considered consults to a group and what happens when the consulted agent hangs up the call.

I would be happy to get in touch with someone to demonstrate the problem? I know that a lot of companies don't use groups because they don't work well side by side with your contact center solution. Can you confirm if your clients call groups as part of their customer journeys?

This change will break the ability to transfer calls. I have been informed that the opt in period will be extended to late spring: Genesys Cloud - UI New Features - Genesys

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
------------------------------

Thanks for the quick reply Nicholas! Appreciate the info as well. I'll solicit additional feedback and provide that feedback. I'll start working on that. 

One final follow-up, do you anticipate having an updated split screen view in place in advance of retiring the legacy view?

Just want to be able to assure our user base the split screen view will be adjusted prior to the final retirement of the legacy view (if that's doable).

Thanks again!

Hi @Shane Jenkins

You're absolutely right in noting that the current split-screen layout reduces the available real estate for dashboards and performance views. This limitation is a known constraint of the temporary solution, which we re-introduced as a bridge while we work toward a more scalable and accessible experience. Unfortunately, the legacy view (split view) does not meet accessibility standards, and our goal is to ensure the final solution is fully compliant.

In terms of timing, we're currently targeting late Q2 to early Q3 for retiring the legacy view. We're actively exploring improvements to the multipanel layout-including layout flexibility and visibility enhancements-as part of that transition. Your input plays an important role in helping us shape those updates, so please feel free to share screenshots or any additional feedback.

Thanks again for flagging this and for your patience as we continue refining the experience.

Hi all,

We are in the FedRAMP region, so we received the multi-panel roll-out yesterday/overnight. Have a couple of questions and comments that hopefully someone can help with.

1. The biggest complaint thus far about multipanel experience is the fact that when agents are in Split Screen mode, the amount of real estate for say Dashboards or Performance Views is roughly half of what it was with the legacy view and there isn't a way to seemingly adjust this.
   
   Does that seem accurate? If so, any plans to help address that? Our agents rely greatly on being able to view a Dashboard in split screen to monitor call volumes and such.
   
   
2. If we remove the Enable Multipanel view permission, that seems to force the Legacy view, which may help our situation (for now). With that said, is there a target date when the legacy view will be deprecated?

Thanks in advance. I can provide screenshots of the split screen issue / question above, if that would be helpful or needed.

Regards

Raising my issue here as well as it would be more appropriate:

We're a finance company in the UK and tax year end (5th of April) is our busiest time of year. Its causing a lot of anxiety and we can't afford to be hit with any problems. I have witnessed the issue myself and been able to replicate it. Please can you confirm with testing if they considered consults to a group and what happens when the consulted agent hangs up the call.

I would be happy to get in touch with someone to demonstrate the problem? I know that a lot of companies don't use groups because they don't work well side by side with your contact center solution. Can you confirm if your clients call groups as part of their customer journeys?

This change will break the ability to transfer calls. I have been informed that the opt in period will be extended to late spring: Genesys Cloud - UI New Features - Genesys

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 again for your engagement and providing additional feedback...

To your follow-up: at this time, we do not anticipate having a fully updated split screen view in place prior to the retirement of the legacy view. While we are actively working on improvements (i.e multi-instance/sessions), the current split view was always intended as a temporary bridge, and enhancements will continue to roll out incrementally even after the legacy view is deprecated.

We understand this may not be ideal and are committed to making the transition as smooth as possible. 

Thanks again for your partnership and understanding.

Thanks for the quick reply Nicholas! Appreciate the info as well. I'll solicit additional feedback and provide that feedback. I'll start working on that. 

One final follow-up, do you anticipate having an updated split screen view in place in advance of retiring the legacy view?

Just want to be able to assure our user base the split screen view will be adjusted prior to the final retirement of the legacy view (if that's doable).

Thanks again!

Hi @Shane Jenkins

You're absolutely right in noting that the current split-screen layout reduces the available real estate for dashboards and performance views. This limitation is a known constraint of the temporary solution, which we re-introduced as a bridge while we work toward a more scalable and accessible experience. Unfortunately, the legacy view (split view) does not meet accessibility standards, and our goal is to ensure the final solution is fully compliant.

In terms of timing, we're currently targeting late Q2 to early Q3 for retiring the legacy view. We're actively exploring improvements to the multipanel layout-including layout flexibility and visibility enhancements-as part of that transition. Your input plays an important role in helping us shape those updates, so please feel free to share screenshots or any additional feedback.

Thanks again for flagging this and for your patience as we continue refining the experience.

Hi all,

We are in the FedRAMP region, so we received the multi-panel roll-out yesterday/overnight. Have a couple of questions and comments that hopefully someone can help with.

1. The biggest complaint thus far about multipanel experience is the fact that when agents are in Split Screen mode, the amount of real estate for say Dashboards or Performance Views is roughly half of what it was with the legacy view and there isn't a way to seemingly adjust this.
   
   Does that seem accurate? If so, any plans to help address that? Our agents rely greatly on being able to view a Dashboard in split screen to monitor call volumes and such.
   
   
2. If we remove the Enable Multipanel view permission, that seems to force the Legacy view, which may help our situation (for now). With that said, is there a target date when the legacy view will be deprecated?

Thanks in advance. I can provide screenshots of the split screen issue / question above, if that would be helpful or needed.

Regards

Raising my issue here as well as it would be more appropriate:

We're a finance company in the UK and tax year end (5th of April) is our busiest time of year. Its causing a lot of anxiety and we can't afford to be hit with any problems. I have witnessed the issue myself and been able to replicate it. Please can you confirm with testing if they considered consults to a group and what happens when the consulted agent hangs up the call.

I would be happy to get in touch with someone to demonstrate the problem? I know that a lot of companies don't use groups because they don't work well side by side with your contact center solution. Can you confirm if your clients call groups as part of their customer journeys?

This change will break the ability to transfer calls. I have been informed that the opt in period will be extended to late spring: Genesys Cloud - UI New Features - Genesys

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
------------------------------

Hello,

I wanted to take the time to add our voices and observations to this ongoing discussion.

The issues with the new multipanel UI are creating significant operational challenges for our 400+ agents and our Workforce Management team. Our findings and frustrations appear to strongly resonate with many comments already shared here.

Our main issues boil down to the following:

1. The new panel takes up too much screen space.
2. The inability to make the panel space smaller is a fundamental flaw.

Too much screen space

As others have noted, the new panel's default width is a major concern. For the majority of our agents using standard 1920x1080 monitors, the panel consumes an unworkable percentage of the screen. This is drastically hindering their ability to view essential information side-by-side or multitask with other necessary applications, which is a core part of their workflow.

To illustrate with a specific example from our operations: on a high-resolution 2560x1600 display, the panel still occupies approximately 75% of the screen width. The problem is proportionally far worse on the standard 1920 x 1080 displays our agents use. The issue would be compounded for our WFM team if we had not previously gotten 3440 x 1440 ultrawide monitors to improve our base Cloud workflow and experience previously. Even with this considerable amount of additional space, the new panel takes up almost half of our full screen.

Inflexible panel size

This is our most significant point of frustration, and we want to strongly echo and amplify the concerns raised by Rose White (post #23) regarding "blank space" remaining even when tools are unpinned/closed, and Angus Huckle (post #9) about panels always occupying space.

Our experience is identical: unpinning or closing tools within the panel does NOT reduce the panel's overall width footprint. The large reserved area remains, creating substantial, unusable "dead space." This lack of dynamic resizing based on visible content is a critical design flaw that severely impacts usability. If this behavior alone were rectified, it would provide considerable relief.

Concerns with the broader rollout

We understand from other communications that Genesys is moving towards making the multipanel the sole supported workspace and that the legacy view will be retired "later this year." It was also noted in this current thread (post #44) that a fully updated split-screen view is not anticipated before the legacy view retirement.

This direction makes addressing the fundamental usability issues we're raising even more urgent. These are not minor preferences but significant issues to our organization's successful adoption of the new UI. The prospect of being forced onto the current multipanel iteration without these core layout and resizing deficiencies being resolved is a major concern for our operational stability and agent satisfaction.

We note the planned enhancements (post #27) and also understand from Nicholas Robinson's comments (post #44) that the current multipanel might be seen as an interim solution while a more scalable experience is developed. This context raises a crucial question for us: if the current iteration has known limitations to the extent that it feels unfinished for core usability, its rollout to the general production environment creates significant operational friction for paying customers. This isn't a beta program; it's a live service impacting critical daily operations. We urge Genesys to consider the implications of releasing interim UIs that don't fully meet production-readiness standards for fundamental usability, especially given the substantial investment organizations make in your services.

Impact on Our Operations:

• Direct reduction in agent efficiency due to screen clutter and difficulty accessing information.
• Increased agent frustration and cognitive load.
• Challenges for our WFM team in effectively utilizing their screen space for monitoring and adjustments.

Our specific requests for Genesys

1.    Prioritize adjustments to the panel size.
We implore you to address the issue where unpinning/closing tools does not reclaim panel space. This should be a high-priority fix.

2.    Re-evaluate legacy view deprecation timeline.
If these fundamental usability issues with panel sizing and flexibility are not resolved, we request Genesys reconsider the timeline for retiring the legacy view or, at a minimum, ensure robust and truly flexible layout controls are in place well before the legacy view is no longer an option.

3.    Ensure future enhancements address core flexibility.
Again, we acknowledge that some enhancements have been announced earlier. We hope these will specifically target the kind of granular layout control and space optimization users in this thread are clearly asking for.

We are committed to working with Genesys Cloud but need a UI that supports, not hinders, our agents' ability to perform. We are willing to provide further detailed feedback, screenshots, or participate in usability sessions to help achieve this.

3440 x 1440

2560 x 1600

Approximating 1920 x 1080

Thank you again for your engagement and providing additional feedback...

To your follow-up: at this time, we do not anticipate having a fully updated split screen view in place prior to the retirement of the legacy view. While we are actively working on improvements (i.e multi-instance/sessions), the current split view was always intended as a temporary bridge, and enhancements will continue to roll out incrementally even after the legacy view is deprecated.

We understand this may not be ideal and are committed to making the transition as smooth as possible. 

Thanks again for your partnership and understanding.

Thanks for the quick reply Nicholas! Appreciate the info as well. I'll solicit additional feedback and provide that feedback. I'll start working on that. 

One final follow-up, do you anticipate having an updated split screen view in place in advance of retiring the legacy view?

Just want to be able to assure our user base the split screen view will be adjusted prior to the final retirement of the legacy view (if that's doable).

Thanks again!

Hi @Shane Jenkins

You're absolutely right in noting that the current split-screen layout reduces the available real estate for dashboards and performance views. This limitation is a known constraint of the temporary solution, which we re-introduced as a bridge while we work toward a more scalable and accessible experience. Unfortunately, the legacy view (split view) does not meet accessibility standards, and our goal is to ensure the final solution is fully compliant.

In terms of timing, we're currently targeting late Q2 to early Q3 for retiring the legacy view. We're actively exploring improvements to the multipanel layout-including layout flexibility and visibility enhancements-as part of that transition. Your input plays an important role in helping us shape those updates, so please feel free to share screenshots or any additional feedback.

Thanks again for flagging this and for your patience as we continue refining the experience.

Hi all,

We are in the FedRAMP region, so we received the multi-panel roll-out yesterday/overnight. Have a couple of questions and comments that hopefully someone can help with.

1. The biggest complaint thus far about multipanel experience is the fact that when agents are in Split Screen mode, the amount of real estate for say Dashboards or Performance Views is roughly half of what it was with the legacy view and there isn't a way to seemingly adjust this.
   
   Does that seem accurate? If so, any plans to help address that? Our agents rely greatly on being able to view a Dashboard in split screen to monitor call volumes and such.
   
   
2. If we remove the Enable Multipanel view permission, that seems to force the Legacy view, which may help our situation (for now). With that said, is there a target date when the legacy view will be deprecated?

Thanks in advance. I can provide screenshots of the split screen issue / question above, if that would be helpful or needed.

Regards

Raising my issue here as well as it would be more appropriate:

We're a finance company in the UK and tax year end (5th of April) is our busiest time of year. Its causing a lot of anxiety and we can't afford to be hit with any problems. I have witnessed the issue myself and been able to replicate it. Please can you confirm with testing if they considered consults to a group and what happens when the consulted agent hangs up the call.

I would be happy to get in touch with someone to demonstrate the problem? I know that a lot of companies don't use groups because they don't work well side by side with your contact center solution. Can you confirm if your clients call groups as part of their customer journeys?

This change will break the ability to transfer calls. I have been informed that the opt in period will be extended to late spring: Genesys Cloud - UI New Features - Genesys

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.

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Mark Pierson
Development prencapal
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