Genesys Cloud - UI New Features

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

Hello Nicholas

What is the target date for this roll out? 

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

Hi Nicholas,

This looks like a great improvement for organisations not using multiple panels, I have a couple of quick questions.

1. Does focus mode persist across subsequent calls or does the agent have to click focus mode on each call?
2. if they click focus mode and then the call ends, does the ACW/Wrapup screen automatically "end" focus mode and show up, or does the agent needs to click the focus mode button to see the panels?

Thanks

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

I would also like to know the answer to Cam's question 2, please.

------------------------------
Melissa Vestal
Senior Manager, Contact Center Technologies
------------------------------

Original Message:
Sent: 06-15-2025 15:53
From: Cameron Stone
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Hi Nicholas,

This looks like a great improvement for organisations not using multiple panels, I have a couple of quick questions.

1. Does focus mode persist across subsequent calls or does the agent have to click focus mode on each call?
2. if they click focus mode and then the call ends, does the ACW/Wrapup screen automatically "end" focus mode and show up, or does the agent needs to click the focus mode button to see the panels?

Thanks

------------------------------
Cam Stone

Original Message:
Sent: 06-12-2025 18:52
From: Nicholas Robinson
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

Original Message:
Sent: 7/28/2025 11:36:00 PM
From: Melissa Vestal
Subject: RE: Multipanel Update - "Focus Mode" Starting Monday 7/28

I would also like to know the answer to Cam's question 2, please.

------------------------------
Melissa Vestal
Senior Manager, Contact Center Technologies

Original Message:
Sent: 06-15-2025 15:53
From: Cameron Stone
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Hi Nicholas,

This looks like a great improvement for organisations not using multiple panels, I have a couple of quick questions.

1. Does focus mode persist across subsequent calls or does the agent have to click focus mode on each call?
2. if they click focus mode and then the call ends, does the ACW/Wrapup screen automatically "end" focus mode and show up, or does the agent needs to click the focus mode button to see the panels?

Thanks

------------------------------
Cam Stone

Original Message:
Sent: 06-12-2025 18:52
From: Nicholas Robinson
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

Original Message:
Sent: 7/28/2025 11:36:00 PM
From: Melissa Vestal
Subject: RE: Multipanel Update - "Focus Mode" Starting Monday 7/28

I would also like to know the answer to Cam's question 2, please.

------------------------------
Melissa Vestal
Senior Manager, Contact Center Technologies

Original Message:
Sent: 06-15-2025 15:53
From: Cameron Stone
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Hi Nicholas,

This looks like a great improvement for organisations not using multiple panels, I have a couple of quick questions.

1. Does focus mode persist across subsequent calls or does the agent have to click focus mode on each call?
2. if they click focus mode and then the call ends, does the ACW/Wrapup screen automatically "end" focus mode and show up, or does the agent needs to click the focus mode button to see the panels?

Thanks

------------------------------
Cam Stone

Original Message:
Sent: 06-12-2025 18:52
From: Nicholas Robinson
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

Hi, our organization has noticed that Focus Mode doesn't carry over to subsequent calls. Is this accurate, or does anyone know of a way to have it persist across interactions?

Original Message:
Sent: 7/28/2025 11:36:00 PM
From: Melissa Vestal
Subject: RE: Multipanel Update - "Focus Mode" Starting Monday 7/28

I would also like to know the answer to Cam's question 2, please.

------------------------------
Melissa Vestal
Senior Manager, Contact Center Technologies

Original Message:
Sent: 06-15-2025 15:53
From: Cameron Stone
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Hi Nicholas,

This looks like a great improvement for organisations not using multiple panels, I have a couple of quick questions.

1. Does focus mode persist across subsequent calls or does the agent have to click focus mode on each call?
2. if they click focus mode and then the call ends, does the ACW/Wrapup screen automatically "end" focus mode and show up, or does the agent needs to click the focus mode button to see the panels?

Thanks

------------------------------
Cam Stone

Original Message:
Sent: 06-12-2025 18:52
From: Nicholas Robinson
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

Hello Nicholas,

Our agents have reported that the agent panel UI keeps changing frequently. Specifically, the dial pad and call disconnect buttons are not consistently located-they seem to shift positions on the screen, which is causing confusion during live calls.

Is anyone else experiencing this issue?

If so, could we please check if there's a known fix or setting adjustment that can stabilize the panel layout?

Appreciate your inputs.

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

Hi! Thank you for update!

In our company we would like to have control over new feature like this one. End of July is a terrible time for us to have UI changes - high season due to summer sale plus many agents on holiday. We even have release freeze until middle of August in our Digital/IT department. We will try to raise it with our technical and success managers from Genesys PS and ask what we should do in this situation.

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

Hi @Ekaterina Kononova,  This is an optional feature whereby the user is not required to use it.   Please understand there are several customers that have requested the feature.  I can only advise that you discourage the use of the feature.  

Thank you,

Hi! Thank you for update!

In our company we would like to have control over new feature like this one. End of July is a terrible time for us to have UI changes - high season due to summer sale plus many agents on holiday. We even have release freeze until middle of August in our Digital/IT department. We will try to raise it with our technical and success managers from Genesys PS and ask what we should do in this situation.

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

I agree with @Ekaterina Kononova that end of July is a very bad time to release UI changes. 

Does "optional feature" mean that it is not behind any permission or setting? So it is up to the users whether they use it or not?

------------------------------
Marja Korander
NA

Original Message:
Sent: 06-18-2025 00:54
From: Nicholas Robinson
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Hi @Ekaterina Kononova,  This is an optional feature whereby the user is not required to use it.   Please understand there are several customers that have requested the feature.  I can only advise that you discourage the use of the feature.  

Thank you,

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

Original Message:
Sent: 06-16-2025 10:57
From: Ekaterina Kononova
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Hi! Thank you for update!

In our company we would like to have control over new feature like this one. End of July is a terrible time for us to have UI changes - high season due to summer sale plus many agents on holiday. We even have release freeze until middle of August in our Digital/IT department. We will try to raise it with our technical and success managers from Genesys PS and ask what we should do in this situation.

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden

Original Message:
Sent: 06-12-2025 18:52
From: Nicholas Robinson
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

*The icon to enable focus mode may be revised prior to release

Focus Mode In Action

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

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi Nicolas, 
If in case agent is on focus mode, will they be able to switch to different interaction or do they need to come out of the focus mode to switch to another interaction.

Secondly if focus mode is on and in case agent is able to switch to different interaction (if allowed), will he still remain in focus mode or will it be a default mode?

------------------------------
Adarsh Agrawal

Original Message:
Sent: 06-12-2025 18:52
From: Nicholas Robinson
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

HI @Adarsh Agrawal 

Yes they will be able to navigate to different interaction with out the need exit focus mode.  It will depend on the interaction type if focus mode would remain enabled.  If it is the same type of interaction it should in focus mode.. if not it will revert to the default  or previous view/panel arrangements and /or size.

Thanks,

Hi Nicolas, 
If in case agent is on focus mode, will they be able to switch to different interaction or do they need to come out of the focus mode to switch to another interaction.

Secondly if focus mode is on and in case agent is able to switch to different interaction (if allowed), will he still remain in focus mode or will it be a default mode?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

@Nicholas Robinson
There was an earlier as yet unanswered question as to whether this would persist for subsequent calls - not just switching between existing interactions. Can that be answered?

You also say above "It will depend upon the interaction type". Can you expand on that?

Lastly (so three points in total) with the Mutlipanel Issue thread being locked and there being many issues raised there with the responses being "We fully recognize that some usability elements-such as panel resizing and screen space usage-still need refinement, and these concerns are actively being reviewed by our product and design teams." how will we get any updates on what these refinements will be including timelines?

HI @Adarsh Agrawal 

Yes they will be able to navigate to different interaction with out the need exit focus mode.  It will depend on the interaction type if focus mode would remain enabled.  If it is the same type of interaction it should in focus mode.. if not it will revert to the default  or previous view/panel arrangements and /or size.

Thanks,

Hi Nicolas, 
If in case agent is on focus mode, will they be able to switch to different interaction or do they need to come out of the focus mode to switch to another interaction.

Secondly if focus mode is on and in case agent is able to switch to different interaction (if allowed), will he still remain in focus mode or will it be a default mode?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi Nicholas,

We are checking in to see if this is still on track for end of July? 

Thanks,

Satish

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi Nicholas,

If the user clicks focus mode and then the conversation ends, does the ACW/Wrapup screen automatically "end" focus mode and this wrap up widget appears, or does the agent need to click the focus mode button to see all the panels

if the agent clicks on the double arrow icon instead of exit focus mode, what is expected to happen?

thank you


Original Message:
Sent: 06-12-2025 18:52
From: Nicholas Robinson
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Our organization also received the 'Call to Action for Multipanel Workspace' email. Our org already has adopted the Multipanel feature. Our question is with this update, are they going to be terminating the split screen option? 

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

It seems like it is planned for next week as per their coming soon page.

https://help.mypurecloud.com/release-notes-home/features-coming-soon/

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

HI @Rose White .. This will be released Monday 7/28

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

I do not see it today, was it delayed? I want to have my call center manager review it before we deploy the multipanel to everyone. Based on the schedule it has US West transitioning to multipanel the end of 8/27

HI @Rose White .. This will be released Monday 7/28

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi @Rose White This feature has not been delayed .. Please reference standard release schedule . 

Thanks,

I do not see it today, was it delayed? I want to have my call center manager review it before we deploy the multipanel to everyone. Based on the schedule it has US West transitioning to multipanel the end of 8/27

HI @Rose White .. This will be released Monday 7/28

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

I do not see it today, was it delayed? I want to have my call center manager review it before we deploy the multipanel to everyone. Based on the schedule it has US West transitioning to multipanel the end of 8/27

HI @Rose White .. This will be released Monday 7/28

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Same for us - we don´t see it and we need to inform the entire organization as well we need to update materials, thanks 

I do not see it today, was it delayed? I want to have my call center manager review it before we deploy the multipanel to everyone. Based on the schedule it has US West transitioning to multipanel the end of 8/27

HI @Rose White .. This will be released Monday 7/28

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi @Tisa Kankowsky This feature has not been delayed .. Please reference standard release schedule .   

Same for us - we don´t see it and we need to inform the entire organization as well we need to update materials, thanks 

I do not see it today, was it delayed? I want to have my call center manager review it before we deploy the multipanel to everyone. Based on the schedule it has US West transitioning to multipanel the end of 8/27

HI @Rose White .. This will be released Monday 7/28

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

then why is it not  in the todays release notes or a released with Multi Panel at the same time ? 

------------------------------
Tisa Kankowsky
Global Product Manager, IT Communication Service

Original Message:
Sent: 07-28-2025 08:42
From: Nicholas Robinson
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Hi @Tisa Kankowsky This feature has not been delayed .. Please reference standard release schedule .   

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

Original Message:
Sent: 07-28-2025 08:35
From: Tisa Kankowsky
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Same for us - we don´t see it and we need to inform the entire organization as well we need to update materials, thanks 

------------------------------
Tisa Kankowsky
Global Product Manager, IT Communication Service BCD Travel

Original Message:
Sent: 07-28-2025 08:24
From: Rose White
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

I do not see it today, was it delayed? I want to have my call center manager review it before we deploy the multipanel to everyone. Based on the schedule it has US West transitioning to multipanel the end of 8/27

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

Original Message:
Sent: 07-25-2025 14:42
From: Nicholas Robinson
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

HI @Rose White .. This will be released Monday 7/28

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

Original Message:
Sent: 07-25-2025 13:37
From: Rose White
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

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

Original Message:
Sent: 06-12-2025 18:52
From: Nicholas Robinson
Subject: Multipanel Update - "Focus Mode" Starting Monday 7/28

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi @Tisa Kankowsky This feature has not been delayed .. Please reference standard release schedule .   

Same for us - we don´t see it and we need to inform the entire organization as well we need to update materials, thanks 

I do not see it today, was it delayed? I want to have my call center manager review it before we deploy the multipanel to everyone. Based on the schedule it has US West transitioning to multipanel the end of 8/27

HI @Rose White .. This will be released Monday 7/28

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Release Date Multi Panel 

Week 1 (Monday, August 11, 2025)

Week 1 (Tuesday, August 12, 2025)

Week 1 ( Wednesday, August 13, 2025)

Week 2 (Monday, August 18, 2025)

Week 2 (Tuesday, August 19, 2025)

Week 3 ( Wednesday, August 27, 2025)

Hi @Tisa Kankowsky This feature has not been delayed .. Please reference standard release schedule .   

Same for us - we don´t see it and we need to inform the entire organization as well we need to update materials, thanks 

I do not see it today, was it delayed? I want to have my call center manager review it before we deploy the multipanel to everyone. Based on the schedule it has US West transitioning to multipanel the end of 8/27

HI @Rose White .. This will be released Monday 7/28

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi All,

Would anyone please confirm whether Organization Admins need to manually assign the "Agent UI > Multi-panel Experience > All Permission" to each user, or if all users will automatically receive the updated multi-panel view on the scheduled rollout date? We want to ensure everyone is aligned with this update.

Thankyou,

Shailesh

Release Date Multi Panel 

Week 1 (Monday, August 11, 2025)

Week 1 (Tuesday, August 12, 2025)

Week 1 ( Wednesday, August 13, 2025)

Week 2 (Monday, August 18, 2025)

Week 2 (Tuesday, August 19, 2025)

Week 3 ( Wednesday, August 27, 2025)

Hi @Tisa Kankowsky This feature has not been delayed .. Please reference standard release schedule .   

Same for us - we don´t see it and we need to inform the entire organization as well we need to update materials, thanks 

I do not see it today, was it delayed? I want to have my call center manager review it before we deploy the multipanel to everyone. Based on the schedule it has US West transitioning to multipanel the end of 8/27

HI @Rose White .. This will be released Monday 7/28

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi @Shailesh K S,

Administrators will not need to do anything.. All user will be moved to the new UI

Thanks,

Hi All,

Would anyone please confirm whether Organization Admins need to manually assign the "Agent UI > Multi-panel Experience > All Permission" to each user, or if all users will automatically receive the updated multi-panel view on the scheduled rollout date? We want to ensure everyone is aligned with this update.

Thankyou,

Shailesh

Release Date Multi Panel 

Week 1 (Monday, August 11, 2025)

Week 1 (Tuesday, August 12, 2025)

Week 1 ( Wednesday, August 13, 2025)

Week 2 (Monday, August 18, 2025)

Week 2 (Tuesday, August 19, 2025)

Week 3 ( Wednesday, August 27, 2025)

Hi @Tisa Kankowsky This feature has not been delayed .. Please reference standard release schedule .   

Same for us - we don´t see it and we need to inform the entire organization as well we need to update materials, thanks 

I do not see it today, was it delayed? I want to have my call center manager review it before we deploy the multipanel to everyone. Based on the schedule it has US West transitioning to multipanel the end of 8/27

HI @Rose White .. This will be released Monday 7/28

Hi Nicholas,

This will be a great help to my team. I just received the 'Call to Action for Multipanel Workspace' email and was wondering if this Focus Mode will be deployed prior to that date for our region or will it be at the same time?

Focus Mode* within Agent UI that enables selected apps to expand beyond the XL panel constraints, allowing them to temporarily occupy the entire agent workspace (excluding persistent UI elements like call controls). Focus Mode enhances usability for visually larger apps like Scripter and 3rd-party integrations by eliminating space limitations that hinder productivity and user experience.

• Improves agent workflow efficiency and content legibility by allowing apps to utilize the full screen estate.

• Addresses a critical need for customers using apps (e.g., AppFoundry and custom-built 3rd-party tools) that require additional visual space.

• Provides a scalable, configurable mechanism to support enhanced presentation without modifying existing panel structures.

Focus Mode In Action

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

Hi,

while waiting for a call, our agents usually have both the interaction area and a dashboard open. The reason for this is that it is easier for them to accept an incoming interaction and not miss any interactions when they have the area open. When there is no interaction with the agent, the display indicating that the agent is waiting in the queue takes up a relatively large amount of unused space. Can this be reduced in size or made more flexible, or is there a way to automatically display the area if it has been hidden while waiting (not just the green dot and the pop-up message or ringtone)?

Kind Regards,

Thomas

Hi @Shailesh K S,

Administrators will not need to do anything.. All user will be moved to the new UI

Thanks,

Hi All,

Would anyone please confirm whether Organization Admins need to manually assign the "Agent UI > Multi-panel Experience > All Permission" to each user, or if all users will automatically receive the updated multi-panel view on the scheduled rollout date? We want to ensure everyone is aligned with this update.

Thankyou,

Shailesh

Release Date Multi Panel 

Week 1 (Monday, August 11, 2025)

Week 1 (Tuesday, August 12, 2025)