We are working with our engineering team to temporarily bring back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace..

Please continue to stay tuned as we continue to make update to this experience...

Temporarily??  I don't mean to come across confrontational but why wouldn't this be permanent? I've see a lot of commotion in the community around this feature not being in the Multi panel solution.  Now your fixing it "According to what I've seen coming from the community" but you are saying it's temporary.    I'd like to understand why it is temporary.  Please help me understand.

------------------------------
Mark Pierson
Development principal
Can't is not an option!!!

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

We are working with our engineering team to temporarily bring back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace..

Please continue to stay tuned as we continue to make update to this experience...

I completely understand your concern, and I truly appreciate you reaching out for clarification. Our goal is always to provide the best possible experience for all users, which is why we take community feedback seriously and continue to refine the platform.

To clarify, this feature was never "broken"-rather, the workflow was adjusted to align with the Multipanel experience. We recognize that this shift impacted certain workflows, and while many customers took advantage of the six-month transition period to make adjustments, we also understand that change is not always seamless for every organization.

Because of this, we are introducing an interim solution to better support these needs while staying aligned with the overall product vision.

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

I truly appreciate your engagement in this conversation and the time you've taken to share your perspective. I hope this provides some clarity,

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

Original Message:
Sent: 03-06-2025 10:33
From: Mark Pierson
Subject: Multipanel Update - Split Screen Temporarily returns

Temporarily??  I don't mean to come across confrontational but why wouldn't this be permanent? I've see a lot of commotion in the community around this feature not being in the Multi panel solution.  Now your fixing it "According to what I've seen coming from the community" but you are saying it's temporary.    I'd like to understand why it is temporary.  Please help me understand.

------------------------------
Mark Pierson
Development principal
Can't is not an option!!!

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

We are working with our engineering team to temporarily bring back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace..

Please continue to stay tuned as we continue to make update to this experience...

I completely understand your concern, and I truly appreciate you reaching out for clarification. Our goal is always to provide the best possible experience for all users, which is why we take community feedback seriously and continue to refine the platform.

To clarify, this feature was never "broken"-rather, the workflow was adjusted to align with the Multipanel experience. We recognize that this shift impacted certain workflows, and while many customers took advantage of the six-month transition period to make adjustments, we also understand that change is not always seamless for every organization.

Because of this, we are introducing an interim solution to better support these needs while staying aligned with the overall product vision.

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

I truly appreciate your engagement in this conversation and the time you've taken to share your perspective. I hope this provides some clarity,

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

Original Message:
Sent: 03-06-2025 10:33
From: Mark Pierson
Subject: Multipanel Update - Split Screen Temporarily returns

Temporarily??  I don't mean to come across confrontational but why wouldn't this be permanent? I've see a lot of commotion in the community around this feature not being in the Multi panel solution.  Now your fixing it "According to what I've seen coming from the community" but you are saying it's temporary.    I'd like to understand why it is temporary.  Please help me understand.

------------------------------
Mark Pierson
Development principal
Can't is not an option!!!

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

We are working with our engineering team to temporarily bring back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace..

Please continue to stay tuned as we continue to make update to this experience...

The terms "temporary" and prior to 3/31 make it seem like after 3/31 the split screen will not be available again.

Can you confirm that split screen is back until some new future announcement after 3/31 about a new feature set being available MutliPanel to replace it?

My customers and I are confused by this language and trying to confirm that it is temporarily back until x date in the future?

Thanks

I completely understand your concern, and I truly appreciate you reaching out for clarification. Our goal is always to provide the best possible experience for all users, which is why we take community feedback seriously and continue to refine the platform.

To clarify, this feature was never "broken"-rather, the workflow was adjusted to align with the Multipanel experience. We recognize that this shift impacted certain workflows, and while many customers took advantage of the six-month transition period to make adjustments, we also understand that change is not always seamless for every organization.

Because of this, we are introducing an interim solution to better support these needs while staying aligned with the overall product vision.

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

I truly appreciate your engagement in this conversation and the time you've taken to share your perspective. I hope this provides some clarity,

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

Original Message:
Sent: 03-06-2025 10:33
From: Mark Pierson
Subject: Multipanel Update - Split Screen Temporarily returns

Temporarily??  I don't mean to come across confrontational but why wouldn't this be permanent? I've see a lot of commotion in the community around this feature not being in the Multi panel solution.  Now your fixing it "According to what I've seen coming from the community" but you are saying it's temporary.    I'd like to understand why it is temporary.  Please help me understand.

------------------------------
Mark Pierson
Development principal
Can't is not an option!!!

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

We are working with our engineering team to temporarily bring back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace..

Please continue to stay tuned as we continue to make update to this experience...

The terms "temporary" and prior to 3/31 make it seem like after 3/31 the split screen will not be available again.

Can you confirm that split screen is back until some new future announcement after 3/31 about a new feature set being available MutliPanel to replace it?

My customers and I are confused by this language and trying to confirm that it is temporarily back until x date in the future?

Thanks

I completely understand your concern, and I truly appreciate you reaching out for clarification. Our goal is always to provide the best possible experience for all users, which is why we take community feedback seriously and continue to refine the platform.

To clarify, this feature was never "broken"-rather, the workflow was adjusted to align with the Multipanel experience. We recognize that this shift impacted certain workflows, and while many customers took advantage of the six-month transition period to make adjustments, we also understand that change is not always seamless for every organization.

Because of this, we are introducing an interim solution to better support these needs while staying aligned with the overall product vision.

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

I truly appreciate your engagement in this conversation and the time you've taken to share your perspective. I hope this provides some clarity,

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

Original Message:
Sent: 03-06-2025 10:33
From: Mark Pierson
Subject: Multipanel Update - Split Screen Temporarily returns

Temporarily??  I don't mean to come across confrontational but why wouldn't this be permanent? I've see a lot of commotion in the community around this feature not being in the Multi panel solution.  Now your fixing it "According to what I've seen coming from the community" but you are saying it's temporary.    I'd like to understand why it is temporary.  Please help me understand.

------------------------------
Mark Pierson
Development principal
Can't is not an option!!!

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

We are working with our engineering team to temporarily bring back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace..

Please continue to stay tuned as we continue to make update to this experience...

I think I am getting confused now too.

My understanding is that the split screen capability was enabled on the Multi-contextual panel now, and would continue to be available as the "opt-in" period for Multi-contextual panel is phased out over the time line Genesys provided, though not indefinitely.

The terms "temporary" and prior to 3/31 make it seem like after 3/31 the split screen will not be available again.

Can you confirm that split screen is back until some new future announcement after 3/31 about a new feature set being available MutliPanel to replace it?

My customers and I are confused by this language and trying to confirm that it is temporarily back until x date in the future?

Thanks

I completely understand your concern, and I truly appreciate you reaching out for clarification. Our goal is always to provide the best possible experience for all users, which is why we take community feedback seriously and continue to refine the platform.

To clarify, this feature was never "broken"-rather, the workflow was adjusted to align with the Multipanel experience. We recognize that this shift impacted certain workflows, and while many customers took advantage of the six-month transition period to make adjustments, we also understand that change is not always seamless for every organization.

Because of this, we are introducing an interim solution to better support these needs while staying aligned with the overall product vision.

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

I truly appreciate your engagement in this conversation and the time you've taken to share your perspective. I hope this provides some clarity,

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

Original Message:
Sent: 03-06-2025 10:33
From: Mark Pierson
Subject: Multipanel Update - Split Screen Temporarily returns

Temporarily??  I don't mean to come across confrontational but why wouldn't this be permanent? I've see a lot of commotion in the community around this feature not being in the Multi panel solution.  Now your fixing it "According to what I've seen coming from the community" but you are saying it's temporary.    I'd like to understand why it is temporary.  Please help me understand.

------------------------------
Mark Pierson
Development principal
Can't is not an option!!!

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

We are working with our engineering team to temporarily bring back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace..

Please continue to stay tuned as we continue to make update to this experience...

Hi Linda,

Nicholas confirms further down that Split Screen has returned, and past 3/31 permanency of multipanel. So it's here to stay for the time being. Genesys has had a long term goal to remove split screen as the benefits of the full size UI being always visible supports the many possible ootb and custom panels and scripts view better in general. However, so many customers have custom client apps, and or needs to view dashboards and performance views along side the interactions ui and it seems that this need wasn't necessarily planned for. Nicholas says the goal is still to remove split screen someday but that will happen after the ability to accommodate or solve for some other way to do split screen "like" functionality in the interactions UI. At least that is the way I understand the thread. 

I think I am getting confused now too.

My understanding is that the split screen capability was enabled on the Multi-contextual panel now, and would continue to be available as the "opt-in" period for Multi-contextual panel is phased out over the time line Genesys provided, though not indefinitely.

The terms "temporary" and prior to 3/31 make it seem like after 3/31 the split screen will not be available again.

Can you confirm that split screen is back until some new future announcement after 3/31 about a new feature set being available MutliPanel to replace it?

My customers and I are confused by this language and trying to confirm that it is temporarily back until x date in the future?

Thanks

I completely understand your concern, and I truly appreciate you reaching out for clarification. Our goal is always to provide the best possible experience for all users, which is why we take community feedback seriously and continue to refine the platform.

To clarify, this feature was never "broken"-rather, the workflow was adjusted to align with the Multipanel experience. We recognize that this shift impacted certain workflows, and while many customers took advantage of the six-month transition period to make adjustments, we also understand that change is not always seamless for every organization.

Because of this, we are introducing an interim solution to better support these needs while staying aligned with the overall product vision.

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

I truly appreciate your engagement in this conversation and the time you've taken to share your perspective. I hope this provides some clarity,

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

Original Message:
Sent: 03-06-2025 10:33
From: Mark Pierson
Subject: Multipanel Update - Split Screen Temporarily returns

Temporarily??  I don't mean to come across confrontational but why wouldn't this be permanent? I've see a lot of commotion in the community around this feature not being in the Multi panel solution.  Now your fixing it "According to what I've seen coming from the community" but you are saying it's temporary.    I'd like to understand why it is temporary.  Please help me understand.

------------------------------
Mark Pierson
Development principal
Can't is not an option!!!

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

We are working with our engineering team to temporarily bring back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace..

Please continue to stay tuned as we continue to make update to this experience...

Hi Linda,

Nicholas confirms further down that Split Screen has returned, and past 3/31 permanency of multipanel. So it's here to stay for the time being. Genesys has had a long term goal to remove split screen as the benefits of the full size UI being always visible supports the many possible ootb and custom panels and scripts view better in general. However, so many customers have custom client apps, and or needs to view dashboards and performance views along side the interactions ui and it seems that this need wasn't necessarily planned for. Nicholas says the goal is still to remove split screen someday but that will happen after the ability to accommodate or solve for some other way to do split screen "like" functionality in the interactions UI. At least that is the way I understand the thread. 

I think I am getting confused now too.

My understanding is that the split screen capability was enabled on the Multi-contextual panel now, and would continue to be available as the "opt-in" period for Multi-contextual panel is phased out over the time line Genesys provided, though not indefinitely.

The terms "temporary" and prior to 3/31 make it seem like after 3/31 the split screen will not be available again.

Can you confirm that split screen is back until some new future announcement after 3/31 about a new feature set being available MutliPanel to replace it?

My customers and I are confused by this language and trying to confirm that it is temporarily back until x date in the future?

Thanks

I completely understand your concern, and I truly appreciate you reaching out for clarification. Our goal is always to provide the best possible experience for all users, which is why we take community feedback seriously and continue to refine the platform.

To clarify, this feature was never "broken"-rather, the workflow was adjusted to align with the Multipanel experience. We recognize that this shift impacted certain workflows, and while many customers took advantage of the six-month transition period to make adjustments, we also understand that change is not always seamless for every organization.

Because of this, we are introducing an interim solution to better support these needs while staying aligned with the overall product vision.

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

I truly appreciate your engagement in this conversation and the time you've taken to share your perspective. I hope this provides some clarity,

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

Original Message:
Sent: 03-06-2025 10:33
From: Mark Pierson
Subject: Multipanel Update - Split Screen Temporarily returns

Temporarily??  I don't mean to come across confrontational but why wouldn't this be permanent? I've see a lot of commotion in the community around this feature not being in the Multi panel solution.  Now your fixing it "According to what I've seen coming from the community" but you are saying it's temporary.    I'd like to understand why it is temporary.  Please help me understand.

------------------------------
Mark Pierson
Development principal
Can't is not an option!!!

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

We are working with our engineering team to temporarily bring back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace..

Please continue to stay tuned as we continue to make update to this experience...

I think I am getting confused now too.

My understanding is that the split screen capability was enabled on the Multi-contextual panel now, and would continue to be available as the "opt-in" period for Multi-contextual panel is phased out over the time line Genesys provided, though not indefinitely.

The terms "temporary" and prior to 3/31 make it seem like after 3/31 the split screen will not be available again.

Can you confirm that split screen is back until some new future announcement after 3/31 about a new feature set being available MutliPanel to replace it?

My customers and I are confused by this language and trying to confirm that it is temporarily back until x date in the future?

Thanks

I completely understand your concern, and I truly appreciate you reaching out for clarification. Our goal is always to provide the best possible experience for all users, which is why we take community feedback seriously and continue to refine the platform.

To clarify, this feature was never "broken"-rather, the workflow was adjusted to align with the Multipanel experience. We recognize that this shift impacted certain workflows, and while many customers took advantage of the six-month transition period to make adjustments, we also understand that change is not always seamless for every organization.

Because of this, we are introducing an interim solution to better support these needs while staying aligned with the overall product vision.

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

I truly appreciate your engagement in this conversation and the time you've taken to share your perspective. I hope this provides some clarity,

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

Original Message:
Sent: 03-06-2025 10:33
From: Mark Pierson
Subject: Multipanel Update - Split Screen Temporarily returns

Temporarily??  I don't mean to come across confrontational but why wouldn't this be permanent? I've see a lot of commotion in the community around this feature not being in the Multi panel solution.  Now your fixing it "According to what I've seen coming from the community" but you are saying it's temporary.    I'd like to understand why it is temporary.  Please help me understand.

------------------------------
Mark Pierson
Development principal
Can't is not an option!!!

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

We are working with our engineering team to temporarily bring back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace..

Please continue to stay tuned as we continue to make update to this experience...

@Linda Decker 

Multipanel will not be phased out.  We are temporarily bringing spilt screen back and will be available along side of multipanel, until a more viable solution can be made (please review the initial post as to why).  The roll out schedule you are referencing is the schedule by which the opt in & opt out will be removed, mulitipanel & Splitscreen will exist within one view. 

@Florian Volkmer

I think I am getting confused now too.

My understanding is that the split screen capability was enabled on the Multi-contextual panel now, and would continue to be available as the "opt-in" period for Multi-contextual panel is phased out over the time line Genesys provided, though not indefinitely.

The terms "temporary" and prior to 3/31 make it seem like after 3/31 the split screen will not be available again.

Can you confirm that split screen is back until some new future announcement after 3/31 about a new feature set being available MutliPanel to replace it?

My customers and I are confused by this language and trying to confirm that it is temporarily back until x date in the future?

Thanks

I completely understand your concern, and I truly appreciate you reaching out for clarification. Our goal is always to provide the best possible experience for all users, which is why we take community feedback seriously and continue to refine the platform.

To clarify, this feature was never "broken"-rather, the workflow was adjusted to align with the Multipanel experience. We recognize that this shift impacted certain workflows, and while many customers took advantage of the six-month transition period to make adjustments, we also understand that change is not always seamless for every organization.

Because of this, we are introducing an interim solution to better support these needs while staying aligned with the overall product vision.

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

I truly appreciate your engagement in this conversation and the time you've taken to share your perspective. I hope this provides some clarity,

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

Original Message:
Sent: 03-06-2025 10:33
From: Mark Pierson
Subject: Multipanel Update - Split Screen Temporarily returns

Temporarily??  I don't mean to come across confrontational but why wouldn't this be permanent? I've see a lot of commotion in the community around this feature not being in the Multi panel solution.  Now your fixing it "According to what I've seen coming from the community" but you are saying it's temporary.    I'd like to understand why it is temporary.  Please help me understand.

------------------------------
Mark Pierson
Development principal
Can't is not an option!!!

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

We are working with our engineering team to temporarily bring back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace..

Please continue to stay tuned as we continue to make update to this experience...

It's Offical !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

This is helpful.  When is this capability going to be available?  I have enabled Multi-contextual panel and do not yet see the buttons that allow me to access or manage the split screen.

I also noted the roll-out schedule for Multi-contextual panel (my region, US-East, is not getting it until April 8 10pm).

While drifting around Feature Releases I found this:

https://help.mypurecloud.com/agent-ui-multiple-contextual-panels/

EDIT 3/14: The images that are meant to show what you are describing and illustrating above (the split screen/full screen/multi-panel access) are now visible.

So the question for me is, when will we have the split screen/full screen/multi-panel capability? 

EDIT 3/18:  This morning it looks like agents with the Multi-contextual panel enabled do now have the split-screen capability.

------------------------------
Linda Decker
New York University

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

It's Offical !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

This is the exact same question that I had. But as of your edit for 318 I do not see the panel enable. and we launch on the West Coast, the following week. 4/16

This is helpful.  When is this capability going to be available?  I have enabled Multi-contextual panel and do not yet see the buttons that allow me to access or manage the split screen.

I also noted the roll-out schedule for Multi-contextual panel (my region, US-East, is not getting it until April 8 10pm).

While drifting around Feature Releases I found this:

https://help.mypurecloud.com/agent-ui-multiple-contextual-panels/

EDIT 3/14: The images that are meant to show what you are describing and illustrating above (the split screen/full screen/multi-panel access) are now visible.

So the question for me is, when will we have the split screen/full screen/multi-panel capability? 

EDIT 3/18:  This morning it looks like agents with the Multi-contextual panel enabled do now have the split-screen capability.

------------------------------
Linda Decker
New York University

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

It's Offical !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

It's Offical !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

Nicholas, 

Your post shows "prior to 03/31"...however, Genesys release notes received this morning indicate Multi Contextual Panels being released this week....?  Is this really being released this week?  This is 1-2 weeks early from original timeline...  

Please advise as soon as possible.

Regards

Paul

It's Offical !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

@Paul Studeny

The split screen is available now (prior to 3/131) with opt in and will be be available after 3/31 (w/o the need to opt in) and we will continue to work on a more viable long-term solution

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

Original Message:
Sent: 03-17-2025 10:19
From: Paul Studeny
Subject: Multipanel Update - Split Screen Temporarily returns

Nicholas, 

Your post shows "prior to 03/31"...however, Genesys release notes received this morning indicate Multi Contextual Panels being released this week....?  Is this really being released this week?  This is 1-2 weeks early from original timeline...  

Please advise as soon as possible.

Regards

Paul

------------------------------
Paul Studeny
Technical Support Engineer

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

It's Offical !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

Hi @Nicholas Robinson, 

I don't want to bother you with an opposite request after all these discussions here to have this feature back, but is there a way to disable this split screen feature? Our client does not want agents to use it since they want agents to focus only on the maximized multi-contextual panel that contains the CRM that is integrated as an Interaction Widget. Although it may need additional effort for the development team, I believe having a organizational configuration to enable or disable the split screen ability would make everyone happy about this :)

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

Original Message:
Sent: 03-17-2025 18:03
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

@Paul Studeny

The split screen is available now (prior to 3/131) with opt in and will be be available after 3/31 (w/o the need to opt in) and we will continue to work on a more viable long-term solution

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

Original Message:
Sent: 03-17-2025 10:19
From: Paul Studeny
Subject: Multipanel Update - Split Screen Temporarily returns

Nicholas, 

Your post shows "prior to 03/31"...however, Genesys release notes received this morning indicate Multi Contextual Panels being released this week....?  Is this really being released this week?  This is 1-2 weeks early from original timeline...  

Please advise as soon as possible.

Regards

Paul

------------------------------
Paul Studeny
Technical Support Engineer

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

It's Offical !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

Hi @Nicholas Robinson, 

I don't want to bother you with an opposite request after all these discussions here to have this feature back, but is there a way to disable this split screen feature? Our client does not want agents to use it since they want agents to focus only on the maximized multi-contextual panel that contains the CRM that is integrated as an Interaction Widget. Although it may need additional effort for the development team, I believe having a organizational configuration to enable or disable the split screen ability would make everyone happy about this :)

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

Original Message:
Sent: 03-17-2025 18:03
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

@Paul Studeny

The split screen is available now (prior to 3/131) with opt in and will be be available after 3/31 (w/o the need to opt in) and we will continue to work on a more viable long-term solution

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

Original Message:
Sent: 03-17-2025 10:19
From: Paul Studeny
Subject: Multipanel Update - Split Screen Temporarily returns

Nicholas, 

Your post shows "prior to 03/31"...however, Genesys release notes received this morning indicate Multi Contextual Panels being released this week....?  Is this really being released this week?  This is 1-2 weeks early from original timeline...  

Please advise as soon as possible.

Regards

Paul

------------------------------
Paul Studeny
Technical Support Engineer

Original Message:
Sent: 03-05-2025 18:09
From: Nicholas Robinson
Subject: Multipanel Update - Split Screen Temporarily returns

It's Offical !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

Nicholas, 

Your post shows "prior to 03/31"...however, Genesys release notes received this morning indicate Multi Contextual Panels being released this week....?  Is this really being released this week?  This is 1-2 weeks early from original timeline...  

Please advise as soon as possible.

Regards

Paul

It's Offical !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

@Paul Studeny

Yes, it will be available in the opt in prior to 3/31.  before it becomes the default view, starting 3/31.  

Nicholas, 

Your post shows "prior to 03/31"...however, Genesys release notes received this morning indicate Multi Contextual Panels being released this week....?  Is this really being released this week?  This is 1-2 weeks early from original timeline...  

Please advise as soon as possible.

Regards

Paul

It's Offical !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

Hi @Nicholas Robinson,

We would like to force the change live for our agents on the previous go live date (31/3/2025) as we have already communicated the changes and have had no game breaking complaints about it, is it possible for this to be forced live in our organisation somehow?

@Paul Studeny

Yes, it will be available in the opt in prior to 3/31.  before it becomes the default view, starting 3/31.  

Nicholas, 

Your post shows "prior to 03/31"...however, Genesys release notes received this morning indicate Multi Contextual Panels being released this week....?  Is this really being released this week?  This is 1-2 weeks early from original timeline...  

Please advise as soon as possible.

Regards

Paul

It's Offical !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

Despite our efforts to provide customers with a six-month window to prepare for the Multipanel experience, we will be extending access to the legacy agent workspace (targeting late Spring 2025). 

That said, we strongly encourage your organization to continue rolling out Multipanel, as we will be delivering incremental enhancements throughout this extended period.

To ensure a smooth transition, it's critical that you submit support tickets for any issues that render functionality inoperable within the Multi-Panel workspace. This will help us identify and address blockers quickly.

It's Official !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

Spring 2025? Are you referring to the Northern Hemisphere (1 March – 31 May) or the Southern Hemisphere (1 September – 30 November)? Since Genesys operates globally, specifying the months would help avoid confusion.

Despite our efforts to provide customers with a six-month window to prepare for the Multipanel experience, we will be extending access to the legacy agent workspace (targeting late Spring 2025). 

That said, we strongly encourage your organization to continue rolling out Multipanel, as we will be delivering incremental enhancements throughout this extended period.

To ensure a smooth transition, it's critical that you submit support tickets for any issues that render functionality inoperable within the Multi-Panel workspace. This will help us identify and address blockers quickly.

It's Official !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...

I note there is no reply to this, and we are still seeing "Spring" being referrenced. It would be very helpful if months were used, as seasons are not helpful for a global company. 

Spring 2025? Are you referring to the Northern Hemisphere (1 March – 31 May) or the Southern Hemisphere (1 September – 30 November)? Since Genesys operates globally, specifying the months would help avoid confusion.

Despite our efforts to provide customers with a six-month window to prepare for the Multipanel experience, we will be extending access to the legacy agent workspace (targeting late Spring 2025). 

That said, we strongly encourage your organization to continue rolling out Multipanel, as we will be delivering incremental enhancements throughout this extended period.

To ensure a smooth transition, it's critical that you submit support tickets for any issues that render functionality inoperable within the Multi-Panel workspace. This will help us identify and address blockers quickly.

It's Official !!! We are temporarily bringing back the split screen (prior to 3/31 ) that will permit users to access queue activity while handling a conversations within the agent workspace.. (Also know as Split Screen view)

The reason we are framing it as "temporary" is because:


• We are actively evaluating ways to improve and integrate this functionality more seamlessly into Multipanel.

• We want to ensure that the final implementation is well-designed, scalable, and aligned with future platform enhancements.

We absolutely recognize the importance of this functionality, and while this is an immediate step to address the need, we remain committed to refining it further to ensure it meets long-term customer needs.

Please continue to stay tuned as we continue to make update to this experience...