On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

Hi Allison,

Thank you for sharing the updated schedule for the deprecation of the MCP Opt-in option.
Currently, the latest article for the mentioned feature says it is targeting Spring 2025.
https://help.mypurecloud.com/announcements/agent-ui-multiple-contextual-panels/
Would it be possible to engage with the document team to update the article and specify the schedule dates, so users can have better visibility of the upcoming release?

Thank you for your kind support.

Kind regards,
Sam (Shigeki)

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

Hey Shigeki

rest assured, the team responsible for that article will make updates as they have them! at this moment, the most pressing update is the agent toggle going away on 28 April. Beyond that, we do not yet have a date for the "forced" adoption of multipanel. 

Hi Allison,

Thank you for sharing the updated schedule for the deprecation of the MCP Opt-in option.
Currently, the latest article for the mentioned feature says it is targeting Spring 2025.
https://help.mypurecloud.com/announcements/agent-ui-multiple-contextual-panels/
Would it be possible to engage with the document team to update the article and specify the schedule dates, so users can have better visibility of the upcoming release?

Thank you for your kind support.

Kind regards,
Sam (Shigeki)

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

Hi Allison,

I appreciate your clarification. Well noted. I will wait for the team to update the article, and inform our clients that the only agent toggle will be gone away through the week of 28 April in the meantime. Again, thank you for your support!

Kind regards,

Hey Shigeki

rest assured, the team responsible for that article will make updates as they have them! at this moment, the most pressing update is the agent toggle going away on 28 April. Beyond that, we do not yet have a date for the "forced" adoption of multipanel. 

Hi Allison,

Thank you for sharing the updated schedule for the deprecation of the MCP Opt-in option.
Currently, the latest article for the mentioned feature says it is targeting Spring 2025.
https://help.mypurecloud.com/announcements/agent-ui-multiple-contextual-panels/
Would it be possible to engage with the document team to update the article and specify the schedule dates, so users can have better visibility of the upcoming release?

Thank you for your kind support.

Kind regards,
Sam (Shigeki)

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

Hi@Allison Castelot,

Sorry for the random post, but may I confirm the target week for removing the agent toggle? I observed the title was modified, saying "DELAYED" with no specific new date. Your kind support would be much appreciated.

Kind regards,

------------------------------
Shigeki Sahashi
Senior Technical Account Manager

Original Message:
Sent: 04-21-2025 20:08
From: Shigeki Sahashi
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

Hi Allison,

I appreciate your clarification. Well noted. I will wait for the team to update the article, and inform our clients that the only agent toggle will be gone away through the week of 28 April in the meantime. Again, thank you for your support!

Kind regards,

------------------------------
Shigeki Sahashi
Senior Technical Account Manager

Original Message:
Sent: 04-21-2025 11:20
From: Allison Castelot
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

Hey Shigeki

rest assured, the team responsible for that article will make updates as they have them! at this moment, the most pressing update is the agent toggle going away on 28 April. Beyond that, we do not yet have a date for the "forced" adoption of multipanel. 

------------------------------
Allison Castelot
Product Marketing Director

Original Message:
Sent: 04-21-2025 00:15
From: Shigeki Sahashi
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

Hi Allison,

Thank you for sharing the updated schedule for the deprecation of the MCP Opt-in option.
Currently, the latest article for the mentioned feature says it is targeting Spring 2025.
https://help.mypurecloud.com/announcements/agent-ui-multiple-contextual-panels/
Would it be possible to engage with the document team to update the article and specify the schedule dates, so users can have better visibility of the upcoming release?

Thank you for your kind support.

Kind regards,
Sam (Shigeki)

------------------------------
Shigeki Sahashi
Senior Technical Account Manager

Original Message:
Sent: 04-14-2025 15:11
From: Allison Castelot
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hi @Shigeki Sahashi

We were recently informed by our engineering team that we will start  Monday May 5 - Wednesday, May 7 following the standard release schedule.  

We appreciate your patience,

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

Original Message:
Sent: 04-29-2025 20:26
From: Shigeki Sahashi
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

Hi@Allison Castelot,

Sorry for the random post, but may I confirm the target week for removing the agent toggle? I observed the title was modified, saying "DELAYED" with no specific new date. Your kind support would be much appreciated.

Kind regards,

------------------------------
Shigeki Sahashi
Senior Technical Account Manager

Original Message:
Sent: 04-21-2025 20:08
From: Shigeki Sahashi
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

Hi Allison,

I appreciate your clarification. Well noted. I will wait for the team to update the article, and inform our clients that the only agent toggle will be gone away through the week of 28 April in the meantime. Again, thank you for your support!

Kind regards,

------------------------------
Shigeki Sahashi
Senior Technical Account Manager

Original Message:
Sent: 04-21-2025 11:20
From: Allison Castelot
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

Hey Shigeki

rest assured, the team responsible for that article will make updates as they have them! at this moment, the most pressing update is the agent toggle going away on 28 April. Beyond that, we do not yet have a date for the "forced" adoption of multipanel. 

------------------------------
Allison Castelot
Product Marketing Director

Original Message:
Sent: 04-21-2025 00:15
From: Shigeki Sahashi
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

Hi Allison,

Thank you for sharing the updated schedule for the deprecation of the MCP Opt-in option.
Currently, the latest article for the mentioned feature says it is targeting Spring 2025.
https://help.mypurecloud.com/announcements/agent-ui-multiple-contextual-panels/
Would it be possible to engage with the document team to update the article and specify the schedule dates, so users can have better visibility of the upcoming release?

Thank you for your kind support.

Kind regards,
Sam (Shigeki)

------------------------------
Shigeki Sahashi
Senior Technical Account Manager

Original Message:
Sent: 04-14-2025 15:11
From: Allison Castelot
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hello,

I'm finding this very confusing:

• Were given multipanel permission by an Admin at any time since October 2024 (My users were given the role to toggle Multi-contextual Panels in April but I had to remove it from them because we discovered a critical error when consulting groups, this has been acknowledged by Genesys Cloud as an issue but is still pending a fix. Does this mean because I've added them previously they will be kicked over to the new multi-panel?  )

• Still have the multipanel permission assigned to their role/account My users don't have this anymore

• Did not opt-in

• Or opted in, and then opted out My users opted in but had to opt out because it wasn't working, does this mean they are going to be enrolled on the 28th automatically?

• Are therefore currently using the legacy (single tab) workspace 

------------------------------
Louis Creely

Original Message:
Sent: 04-14-2025 15:11
From: Allison Castelot
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hey Louis

Thanks for providing these details - it is so helpful for me! Because you took permission away, your agents won't be moved on 28 April.

Only agents with active permissions would see a change on 28 April, so your group will continue to work in legacy until it is retired later this year (with plenty of notice!) 

------------------------------
Allison Castelot
Product Marketing Director

Original Message:
Sent: 04-22-2025 05:58
From: Louis Creely
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

Hello,

I'm finding this very confusing:

• Were given multipanel permission by an Admin at any time since October 2024 (My users were given the role to toggle Multi-contextual Panels in April but I had to remove it from them because we discovered a critical error when consulting groups, this has been acknowledged by Genesys Cloud as an issue but is still pending a fix. Does this mean because I've added them previously they will be kicked over to the new multi-panel?  )

• Still have the multipanel permission assigned to their role/account My users don't have this anymore

• Did not opt-in

• Or opted in, and then opted out My users opted in but had to opt out because it wasn't working, does this mean they are going to be enrolled on the 28th automatically?

• Are therefore currently using the legacy (single tab) workspace 

------------------------------
Louis Creely

Original Message:
Sent: 04-14-2025 15:11
From: Allison Castelot
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hello,

Are we sure this won't be rolled out to us. I tested this with our London environment and it still moved people over even though I took away the permission?

Kind Regards,

Louis

------------------------------
Louis Creely

Original Message:
Sent: 04-22-2025 06:21
From: Allison Castelot
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

Hey Louis

Thanks for providing these details - it is so helpful for me! Because you took permission away, your agents won't be moved on 28 April.

Only agents with active permissions would see a change on 28 April, so your group will continue to work in legacy until it is retired later this year (with plenty of notice!) 

------------------------------
Allison Castelot
Product Marketing Director

Original Message:
Sent: 04-22-2025 05:58
From: Louis Creely
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

Hello,

I'm finding this very confusing:

• Were given multipanel permission by an Admin at any time since October 2024 (My users were given the role to toggle Multi-contextual Panels in April but I had to remove it from them because we discovered a critical error when consulting groups, this has been acknowledged by Genesys Cloud as an issue but is still pending a fix. Does this mean because I've added them previously they will be kicked over to the new multi-panel?  )

• Still have the multipanel permission assigned to their role/account My users don't have this anymore

• Did not opt-in

• Or opted in, and then opted out My users opted in but had to opt out because it wasn't working, does this mean they are going to be enrolled on the 28th automatically?

• Are therefore currently using the legacy (single tab) workspace 

------------------------------
Louis Creely

Original Message:
Sent: 04-14-2025 15:11
From: Allison Castelot
Subject: Must-know date: April 28, 2025 - the agent opt-in toggle will be removed! **** DELAYED ****

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

Hi Allison, if we are in the Europe (Frankfurt) region, will we definitely see this opt-in period end on April 28th? Or will it roll to us per the regular release schedule, which for us, will be Wednesday, April 30th?

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

Hello.  I don't suppose there is a way to tell who has opted-in, is there?

Thank you.

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

hey @Chad Markle - unfortunately there isn't 

Hello.  I don't suppose there is a way to tell who has opted-in, is there?

Thank you.

On Monday, April 28, the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on April 28.

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after April 28.

Questions?

Drop 'em below! We're happy to help. 

On Monday, May 5 ****RESCHEDULED***** , the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on May 5, (RESCHEDULED) 

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after May 5 (RESCHEDULED).

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hello, we are still seeing multiple staff that have this view and multiple without this view to the multipanel. Is there a work around for this?  All staff are enabled.

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.

Original Message:
Sent: 04-14-2025 15:11
From: Allison Castelot
Subject: Must-know date: May 5, 2025 - the agent opt-in toggle will be removed! **** RESCHEDULED ****

On Monday, May 5 ****RESCHEDULED***** , the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on May 5, (RESCHEDULED) 

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after May 5 (RESCHEDULED).

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hi @Robert Gacula

It is very possible that you may users with overlapping roles whereby the permission (shown below )  is selected on some of your users but not all. 

Multipanel Workspace

Legacy View

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

Original Message:
Sent: 05-08-2025 17:33
From: Robert Gacula
Subject: Must-know date: May 5, 2025 - the agent opt-in toggle will be removed! **** RESCHEDULED ****

Hello, we are still seeing multiple staff that have this view and multiple without this view to the multipanel. Is there a work around for this?  All staff are enabled.

------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.

Original Message:
Sent: 04-14-2025 15:11
From: Allison Castelot
Subject: Must-know date: May 5, 2025 - the agent opt-in toggle will be removed! **** RESCHEDULED ****

On Monday, May 5 ****RESCHEDULED***** , the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on May 5, (RESCHEDULED) 

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after May 5 (RESCHEDULED).

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

On Monday, May 5 ****RESCHEDULED***** , the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on May 5, (RESCHEDULED) 

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after May 5 (RESCHEDULED).

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hello, 

Has the name of the permission changed from Agent UI > Multi-panel Experience to Multi-tool Experience?

Thank you,

On Monday, May 5 ****RESCHEDULED***** , the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on May 5, (RESCHEDULED) 

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after May 5 (RESCHEDULED).

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

On Monday, May 5 ****RESCHEDULED***** , the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on May 5, (RESCHEDULED) 

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after May 5 (RESCHEDULED).

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hey Allison,

one of our clients is asking if it's possible to only show the Script panel and hide the toolbar panel completely. They are using a website in the script and the empty toolbar is creating a lot of wasted space for them.

Thank you very much for the info

Kind regards

Kevin

On Monday, May 5 ****RESCHEDULED***** , the option to opt-in or -out of the multipanel workspace will be removed. Some agents will automatically see the new multipanel view-whether they're expecting it or not.

Who will be affected? Agents who:

• Were given multipanel permission by an Admin at any time since October 2024

• Still have the multipanel permission assigned to their role/account

• Did not opt-in

• Or opted in, and then opted out

• Are therefore currently using the legacy (single tab) workspace 

What to expect:
These agents will be switched automatically to the Genesys Cloud multipanel view on May 5, (RESCHEDULED) 

They will no longer have the option to opt out.

What you should do:
We encourage you to communicate with any agents who still have the multipanel permission associated with their role -even if they're not currently using it- to help prevent any confusion or surprise when they log into Genesys Cloud on or after May 5 (RESCHEDULED).

Questions?

Drop 'em below! We're happy to help. 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------