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Upcoming Agent UI Update - Multi-contextual Panels

  • 1.  Upcoming Agent UI Update - Multi-contextual Panels

    GENESYS
    Posted 11-13-2023 13:02
    Edited by Ricky Phung 11-13-2023 13:06

    Hi Community,

    We're excited to give you a preview of an update planned for the Genesys Cloud UI Interactions view. This update introduces several fundamental changes to agent UI Interactions view behavior. Know the customer and understanding interaction context are critical needs through out the conversation life cycle. The objective of this update is to improve agent efficiency by providing ability to at-a-glance view and work with multiple contextual information simultaneously and better personalization options . Targeting Q1 2024, this update brings several changes and benefits enabling users to…

    • View multiple contextual panels simultaneously
    • Personalize the workspace by choosing which panels should display by default and order which they appear per interaction type
    • Personalize the workspace by setting the default size of conversation and contextual panels
    • Reduce accidental clicks, better visual hierarchy of participant(s) conversation controls, and improved voice consultation experience

    This update is applicable to all interaction types. With this update, Genesys Cloud UI Interactions view will always display fullwidth as previously announced deprecation (see here). Look out for beta announcement to come.

     A PDF file detailing the major changes can be found here (note: requires community login to download).

    https://community.genesys.com/viewdocument/agent-ui-multi-contextual-panels?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4


    #Omni-ChannelDesktop/UserInterface
    #Roadmap/NewFeatures

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    Rick Phung
    Genesys - Employees
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  • 2.  RE: Upcoming Agent UI Update - Multi-contextual Panels

    Posted 11-14-2023 09:21

    Hi Ricky,

    Thanks for the update.
    Will this apply to Genesys Cloud for Salesforce?



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    Carlos Correia
    Xseed-Consultoria e Sistemas de Informacao Lda
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  • 3.  RE: Upcoming Agent UI Update - Multi-contextual Panels

    GENESYS
    Posted 12-01-2023 18:04

    Due to limited amount of space available to work with Salesforce integration, this behavior is unlikely to be adopted. Although the same layout may not be possible, our Salesforce integration team is currently investigating how the same panels could be leveraged.  



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    Rick Phung
    Genesys - Employees
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  • 4.  RE: Upcoming Agent UI Update - Multi-contextual Panels

    Posted 11-15-2023 07:28

    Hello!

    Is there a beta available for this? We have a customer who has wishes about the agent UI. We would love to share those.



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    Riitta Richard
    Advania Finland Oy
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  • 5.  RE: Upcoming Agent UI Update - Multi-contextual Panels

    GENESYS
    Posted 12-01-2023 17:57

    A beta is planned.  We'll announce beta availability in the near future.



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    Rick Phung
    Genesys - Employees
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  • 6.  RE: Upcoming Agent UI Update - Multi-contextual Panels

    Posted 11-16-2023 05:55

    Hi Rick,

    Yup gone through the pdf, looks great.

    Thanks,

    Sumant



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    Sumant
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  • 7.  RE: Upcoming Agent UI Update - Multi-contextual Panels

    Posted 12-01-2023 05:04

    Question about the personalization of the workspace - do the agents it by themselves or are there some defaults that are configured by admins?



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    Marja Korander
    OP Financial Group
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  • 8.  RE: Upcoming Agent UI Update - Multi-contextual Panels

    Posted 12-01-2023 16:47

    Same [good] question our team had, @Marja Korander. Ideally our admin team would be able to define the default organization wide UI [configuration] experience (e.g. we don't use the Contact Profiles or Journey panels and would hide those by default), similar to how we did in PureConnect. Perhaps we could do it via Admin > Panel Manager?

    Would also be nice if there was a "reset to default" button that users could click to return to the organizational default, as well as the ability to lock changes down (via a division-aware permission) so they could not change the organizational default.



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 9.  RE: Upcoming Agent UI Update - Multi-contextual Panels

    GENESYS
    Posted 12-01-2023 17:55

    Agreed having admin would be ideal but the initial release will be agent personalization only. With pinning, the one not frequently used could be hidden in the apps drawer tucked out of the way. Along with permission, some of the apps/panels would be hidden.



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    Rick Phung
    Genesys - Employees
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  • 10.  RE: Upcoming Agent UI Update - Multi-contextual Panels

    Posted 12-06-2023 09:29

    Hi Ricky,

    When the beta will be available for registering?



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    Sumant
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  • 11.  RE: Upcoming Agent UI Update - Multi-contextual Panels

    GENESYS
    Posted 12-07-2023 10:49

    Current target is late January to start beta rollout. I will update this discussion as well as open up beta signup on Beta Community as we progress.



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    Rick Phung
    Genesys - Employees
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  • 12.  RE: Upcoming Agent UI Update - Multi-contextual Panels

    Top 25 Contributor
    Posted 12-21-2023 19:26

    Hi Ricky,

    Will this allow agent's to minimize / hide or resize the left most panel which holds/shows the interactions or will that always be there at the set size?



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    Anton Vroon
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  • 13.  RE: Upcoming Agent UI Update - Multi-contextual Panels

    GENESYS