We've begun socializing the new UI with our business partners. We have identified that our agents are unable to see the Enable toggle option in the interaction preferences panel. We've verified that the following permission is active for the agents experiencing this issue: Agent UI > Multi-panel Experience > Enable.

Our engineer ticketed support for this and was told that they also need to have Routing > Agent > Onqueue to see this toggle in preferences. We've confirmed that the impacted users also have that permission active. Both permissions are active through the default User role that is applied to our agent groups. 

Agent view of preference panel:

User role permissions active:

 
Through my own research I have identified that Conversation > Settings > Edit and Routing > Settings > Edit also allow for toggle view. However, these also provide Org level access to the panel manager with no ability to set conditions to limit access, which is not appropriate for our agent level users.

 
Are there additional permissions required for viewing the toggle in the interaction preference panel? We would like to give our agents as much time as possible to get a feel for the new experience. Any guidance would be much appreciated. 

Thank you!

Has support been working with you to resolve the issue??

We've begun socializing the new UI with our business partners. We have identified that our agents are unable to see the Enable toggle option in the interaction preferences panel. We've verified that the following permission is active for the agents experiencing this issue: Agent UI > Multi-panel Experience > Enable.

Our engineer ticketed support for this and was told that they also need to have Routing > Agent > Onqueue to see this toggle in preferences. We've confirmed that the impacted users also have that permission active. Both permissions are active through the default User role that is applied to our agent groups. 

Agent view of preference panel:

User role permissions active:

 
Through my own research I have identified that Conversation > Settings > Edit and Routing > Settings > Edit also allow for toggle view. However, these also provide Org level access to the panel manager with no ability to set conditions to limit access, which is not appropriate for our agent level users.

 
Are there additional permissions required for viewing the toggle in the interaction preference panel? We would like to give our agents as much time as possible to get a feel for the new experience. Any guidance would be much appreciated. 

Thank you!

Has support been working with you to resolve the issue??

We've begun socializing the new UI with our business partners. We have identified that our agents are unable to see the Enable toggle option in the interaction preferences panel. We've verified that the following permission is active for the agents experiencing this issue: Agent UI > Multi-panel Experience > Enable.

Our engineer ticketed support for this and was told that they also need to have Routing > Agent > Onqueue to see this toggle in preferences. We've confirmed that the impacted users also have that permission active. Both permissions are active through the default User role that is applied to our agent groups. 

Agent view of preference panel:

User role permissions active:

 
Through my own research I have identified that Conversation > Settings > Edit and Routing > Settings > Edit also allow for toggle view. However, these also provide Org level access to the panel manager with no ability to set conditions to limit access, which is not appropriate for our agent level users.

 
Are there additional permissions required for viewing the toggle in the interaction preference panel? We would like to give our agents as much time as possible to get a feel for the new experience. Any guidance would be much appreciated. 

Thank you!