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  • 1.  Profile panel

    Posted 05-01-2025 07:23

    Hi All, 

    working with the Multi contextual panel at the moment with some agents to get a feel of how it works for us. 

    At the moment, the only panel we will utilise is the Journey tab, but cannot remove the "Profile" tab. 
    Even when removing it from pinned, and closing it down, it will still pop up on the next call. 
    All other tabs stay closed and unpinned but this keeps coming back.
    Has anyone else encountered this and found a way to remove it?

    It would be good if as admin we can set up in advance what an agent can utilise on there.

    In addition, not sure what permissions would be needed for the segments and outcomes to show, currently our agents do not need this either, but it would be good to remove the big alerts.



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    Lee Creasey
    Technical EUC Specialist
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  • 2.  RE: Profile panel

    Posted 05-02-2025 09:13

    I think that has to do with the default panel settings.

    Specify default panels for agent interactions - Genesys Cloud Resource Center



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    Dave Halderman
    Business Analyst
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  • 3.  RE: Profile panel

    Posted 05-07-2025 03:02

    @Dave Halderman

    you're a superstar, I had no idea that was even a thing. 
    That sorted the Customer profile part, so thanks very much!



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    Lee Creasey
    Technical EUC Specialist
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    Original Message


  • 4.  RE: Profile panel

    Posted 05-22-2025 08:28
    Edited by Lee Creasey 05-22-2025 08:28

    Turns out that Dave's input didn't fix anything on the multi-contextual panel, still getting the same customer profile pop up first no matter what. 

    Anyone from Genesys able to answer anything on this front at all?



    ------------------------------
    Lee Creasey
    Technical EUC Specialist
    ------------------------------



  • 5.  RE: Profile panel

    Posted 05-22-2025 09:36

    Hi Lee,

    in your multi-contextual panel "Tools" profile should be unpinned "No Blue" highlights
    see sample on mine profile is not opening when call comes in



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    Ernest John Nuque
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    Original Message


  • 6.  RE: Profile panel

    Posted 05-23-2025 09:46
    Edited by Steven Alix 05-23-2025 09:50

    Hi Lee,

    I've been able to pop only the Journey screen by setting the panel manager to Voice = Customer Journey. This should work for whatever channels you use and not just voice. Then go into an interaction, just call out on behalf of a queue, and unpin and close (X) all your unwanted screens. After that end your interaction and refresh your browser, UI or logout and back in. 

    I was able to then make a call into my Flow > Queue > to agent and the only panel that popped was the Customer Journey tab. 

    If you're unfamiliar with the panel manager it's in the Admin Screen under the Contact Center heading.



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    Steve Alix
    EDCi
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    Original Message


  • 7.  RE: Profile panel

    Posted 06-05-2025 06:38

    Tried all of the above, still not able to get the agents not showing the customer profile panel, no matter what we do. still comes back each time.



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    Lee Creasey
    Technical EUC Specialist
    ------------------------------

    Original Message


  • 8.  RE: Profile panel

    Posted 06-05-2025 09:11

    Hi Lee,

    I was recently reading that as agents login and logout there can be a reset of the panels even if the agents have set it all up. I read earlier this week or last week in the Multipanel UI community chat. I believe it is something in the works to correct this. When I did my test I only refreshed the browser after updating all the setting and I didn't test a logout or login or test of over multiple days. Apologies for the failed moment in the testing there.



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    Steve Alix
    EDCi
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    Original Message


  • 9.  RE: Profile panel

    Posted 06-05-2025 10:02

    Hi @Lee Creasey

    There is a >>> permission  that can be unassigned to to suppress the profile panel.  I hope this helps...



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    Nicholas Robinson
    Principal Product Manager
    Genesys - Employees
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    Original Message


  • 10.  RE: Profile panel

    Posted 06-11-2025 05:31

    Hi Nicholas, 
    Thanks for the suggestion, however we don't want to remove the permission completely from the agents, we just need it to not automatically pop up every time.



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    Lee Creasey
    Technical EUC Specialist
    ------------------------------

    Original Message


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