Genesys Cloud - UI New Features

Since today in our our (EUW1) under agent workspace to start a new conversation the button has changed from the "Old" Agent with a plus icon where a popup would come where the agent can fill in the queue & number to dial / email etc to a new style pop-up. 


I do like the look of this new pop up though there is one big disadvantage. 

When you click outside of the cloud window the pop up is closed again, so when a agent clicks the new "Make call" button, fills in the on behalf of queue and goes to an other window to for example copy the phone number of the customer he wants to call the window closes and he has to fill in the queue again. 


Anyone else happen to have noticed this too? 

I think it would be best if the popup stayed open like it used to do, maybe change it that it opens on the first click and closes if you click on the same icon or an other mediatype icon. 

Original Message:
Sent: 01-28-2026 03:52
From: Paul Van Zoest
Subject: New Agent workspace (since 28-01 in EUW1) pop up

Since today in our our (EUW1) under agent workspace to start a new conversation the button has changed from the "Old" Agent with a plus icon where a popup would come where the agent can fill in the queue & number to dial / email etc to a new style pop-up. 


I do like the look of this new pop up though there is one big disadvantage. 

When you click outside of the cloud window the pop up is closed again, so when a agent clicks the new "Make call" button, fills in the on behalf of queue and goes to an other window to for example copy the phone number of the customer he wants to call the window closes and he has to fill in the queue again. 


Anyone else happen to have noticed this too? 

I think it would be best if the popup stayed open like it used to do, maybe change it that it opens on the first click and closes if you click on the same icon or an other mediatype icon. 

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Paul Van Zoest
Projectmanager IT-Strategy
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Yes we have also started observing the same in EU Central that is not mentioned in any of the release note.

Hello, we also identified these new buttons, but couldn't find the announcement of this change, neither the related release notes.

Could you please send the url with the information about this feature ?

What is the process for announcement of these type of changes in the Genesys Agent Workspace ?

Thanks