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.

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

Specify default panels for agent interactions - Genesys Cloud Resource Center

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.

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.

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

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

Original Message:
Sent: 05-01-2025 07:22
From: Lee Creasey
Subject: Profile panel

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.

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

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

Original Message:
Sent: 05-01-2025 07:22
From: Lee Creasey
Subject: Profile panel

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.

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

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.

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 05-22-2025 08:27
From: Lee Creasey
Subject: Profile panel

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

Original Message:
Sent: 05-01-2025 07:22
From: Lee Creasey
Subject: Profile panel

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.

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

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.

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.

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 05-22-2025 08:27
From: Lee Creasey
Subject: Profile panel

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

Original Message:
Sent: 05-01-2025 07:22
From: Lee Creasey
Subject: Profile panel

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.

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

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.

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.

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 05-22-2025 08:27
From: Lee Creasey
Subject: Profile panel

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

Original Message:
Sent: 05-01-2025 07:22
From: Lee Creasey
Subject: Profile panel

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.

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

Hi @Lee Creasey

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

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.

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.

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 05-22-2025 08:27
From: Lee Creasey
Subject: Profile panel

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

Original Message:
Sent: 05-01-2025 07:22
From: Lee Creasey
Subject: Profile panel

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.

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