Genesys Cloud - UI New Features

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. 

------------------------------
Paul Van Zoest
Projectmanager IT-Strategy
------------------------------

Yes we have also started observing the same in EU Central that is not mentioned in any of the release note.

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. 

------------------------------
Paul Van Zoest
Projectmanager IT-Strategy
------------------------------

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

Yes we have also started observing the same in EU Central that is not mentioned in any of the release note.

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. 

------------------------------
Paul Van Zoest
Projectmanager IT-Strategy
------------------------------

Hi all,

This was in the release notes as Accessibility improvements for conversation initiation. More details can be found at the link below. This is for improved accessibility with screen readers and similar tools.

https://community.genesys.com/discussion/coming-soon-start-conversation-modal-accessibility-enhancement-for-jaws-support-targeting-november-17

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-29-2026 13:02
From: João Beirão
Subject: New Agent workspace (since 28-01 in EUW1) pop up

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

------------------------------
João Beirão
Service Manager CX

Original Message:
Sent: 01-29-2026 02:54
From: Adarsh Agrawal
Subject: New Agent workspace (since 28-01 in EUW1) pop up

Yes we have also started observing the same in EU Central that is not mentioned in any of the release note.

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

Original Message:
Sent: 01-28-2026 08:31
From: Gary O'Brien
Subject: New Agent workspace (since 28-01 in EUW1) pop up

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. 

------------------------------
Paul Van Zoest
Projectmanager IT-Strategy
------------------------------

While we fully support the change to make this work for screen readers, I would imagine that is a very tiny portion of the user population. There must be something that Genesys can do to make this feature work for all of the other agents. This is a mind boggling change, with a very hidden announcement to the user community that has had a significant impact on our agents. 

The response above seems quite dismissive of the additional work that is now required over every non-screen reader using agent across the Genesys community. What is Genesys going to do to meet the needs of non-screen reader users to address this issue? As the former director of workforce development programs for individuals with disabilities I fully understand the need to meet the needs of individuals with limited sight. This change was poorly communicated and places an unrealistic burden and additional clicks on the bulk of the agents. 

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org

Original Message:
Sent: 01-30-2026 05:37
From: Richard Chandler
Subject: New Agent workspace (since 28-01 in EUW1) pop up

Hi all,

This was in the release notes as Accessibility improvements for conversation initiation. More details can be found at the link below. This is for improved accessibility with screen readers and similar tools.

https://community.genesys.com/discussion/coming-soon-start-conversation-modal-accessibility-enhancement-for-jaws-support-targeting-november-17

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-29-2026 13:02
From: João Beirão
Subject: New Agent workspace (since 28-01 in EUW1) pop up

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

------------------------------
João Beirão
Service Manager CX

Original Message:
Sent: 01-29-2026 02:54
From: Adarsh Agrawal
Subject: New Agent workspace (since 28-01 in EUW1) pop up

Yes we have also started observing the same in EU Central that is not mentioned in any of the release note.

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

Original Message:
Sent: 01-28-2026 08:31
From: Gary O'Brien
Subject: New Agent workspace (since 28-01 in EUW1) pop up

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. 

------------------------------
Paul Van Zoest
Projectmanager IT-Strategy
------------------------------

Hi @Charlie Scheel. my apologies that you team was not in the loop for the original annoucement that was made back in October/November 

While we fully support the change to make this work for screen readers, I would imagine that is a very tiny portion of the user population. There must be something that Genesys can do to make this feature work for all of the other agents. This is a mind boggling change, with a very hidden announcement to the user community that has had a significant impact on our agents. 

The response above seems quite dismissive of the additional work that is now required over every non-screen reader using agent across the Genesys community. What is Genesys going to do to meet the needs of non-screen reader users to address this issue? As the former director of workforce development programs for individuals with disabilities I fully understand the need to meet the needs of individuals with limited sight. This change was poorly communicated and places an unrealistic burden and additional clicks on the bulk of the agents. 

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org

Original Message:
Sent: 01-30-2026 05:37
From: Richard Chandler
Subject: New Agent workspace (since 28-01 in EUW1) pop up

Hi all,

This was in the release notes as Accessibility improvements for conversation initiation. More details can be found at the link below. This is for improved accessibility with screen readers and similar tools.

https://community.genesys.com/discussion/coming-soon-start-conversation-modal-accessibility-enhancement-for-jaws-support-targeting-november-17

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-29-2026 13:02
From: João Beirão
Subject: New Agent workspace (since 28-01 in EUW1) pop up

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

------------------------------
João Beirão
Service Manager CX

Original Message:
Sent: 01-29-2026 02:54
From: Adarsh Agrawal
Subject: New Agent workspace (since 28-01 in EUW1) pop up

Yes we have also started observing the same in EU Central that is not mentioned in any of the release note.

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

Original Message:
Sent: 01-28-2026 08:31
From: Gary O'Brien
Subject: New Agent workspace (since 28-01 in EUW1) pop up

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. 

------------------------------
Paul Van Zoest
Projectmanager IT-Strategy
------------------------------

Hi Nicholas,

Sorry but that Announcement is not visible on Genesys web site 

Hi @Charlie Scheel. my apologies that you team was not in the loop for the original annoucement that was made back in October/November 

While we fully support the change to make this work for screen readers, I would imagine that is a very tiny portion of the user population. There must be something that Genesys can do to make this feature work for all of the other agents. This is a mind boggling change, with a very hidden announcement to the user community that has had a significant impact on our agents. 

The response above seems quite dismissive of the additional work that is now required over every non-screen reader using agent across the Genesys community. What is Genesys going to do to meet the needs of non-screen reader users to address this issue? As the former director of workforce development programs for individuals with disabilities I fully understand the need to meet the needs of individuals with limited sight. This change was poorly communicated and places an unrealistic burden and additional clicks on the bulk of the agents. 

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org

Original Message:
Sent: 01-30-2026 05:37
From: Richard Chandler
Subject: New Agent workspace (since 28-01 in EUW1) pop up

Hi all,

This was in the release notes as Accessibility improvements for conversation initiation. More details can be found at the link below. This is for improved accessibility with screen readers and similar tools.

https://community.genesys.com/discussion/coming-soon-start-conversation-modal-accessibility-enhancement-for-jaws-support-targeting-november-17

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-29-2026 13:02
From: João Beirão
Subject: New Agent workspace (since 28-01 in EUW1) pop up

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

------------------------------
João Beirão
Service Manager CX

Original Message:
Sent: 01-29-2026 02:54
From: Adarsh Agrawal
Subject: New Agent workspace (since 28-01 in EUW1) pop up

Yes we have also started observing the same in EU Central that is not mentioned in any of the release note.

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

Original Message:
Sent: 01-28-2026 08:31
From: Gary O'Brien
Subject: New Agent workspace (since 28-01 in EUW1) pop up

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. 

------------------------------
Paul Van Zoest
Projectmanager IT-Strategy
------------------------------