Genesys Cloud - UI New Features

We're excited to share that the User Management / Users (People admin page) is undergoing a major visual change.

This update is part of our broader effort to improve accessibility and align with our latest design standards. In parallel, Genesys has evolved its development model toward end-to-end feature teams, enabling more streamlined ownership and faster delivery of admin experiences.

What's changing?

This redesign focuses primarily on user experience and accessibility improvements, while maintaining existing functionality. You can expect:

• Improved readability and visual consistency
• Enhanced accessibility across the Admin interface
• Alignment with our latest design system
• A more structured and scalable layout for future enhancements

There are no major workflow disruptions, but the updated interface will provide a more modern and consistent experience.

Goals and Business Value

This initiative supports several key objectives:

• Enable the new Admin Experience
• Improve accessibility of Admin pages
• Ensure consistent UX
• Strengthen security foundations

Impact

• Applies to administrator users
• No impact to agent-facing experiences

New User Management (People) Admin Experience – Beta Now Open

We’re introducing a redesigned User Management (People) admin page in an upcoming Genesys Cloud release—built to make everyday administrative tasks more intuitive, efficient, and visually clear.

This Community thread will serve as the central place to collect Beta feedback.

What You Can Expect

The new experience brings improvements across both visual design and core workflows, while maintaining full feature parity with the current UI.

Visual Improvements

• Configurable column views for better personalization
• Color-coded list elements for faster recognition
• Enhanced search result visibility
• Context-aware actions based on selection:
  • Single selection
  • Multiple selection
  • No selection

Workflow Enhancements

• Create users via a guided wizard
• Use confirmation dialogs for key actions
• Access person details in a page-based layout (no multi-tab navigation)
• Wizard-like approach to assign:
  • Divisions
  • Queues
  • Skills
  • Languages

Day-to-Day Efficiency

• Improved filtering and search within the People list
• Refresh the list with a single action
• Update user status directly from the list view

Beta Program

• Beta start: April 13
• Enrollment via Beta Community HQ form
• Limited to 50 organizations

What’s Next

• After careful analysis of the feedback received so far, Genesys has decided to postpone the GA release of the User Management / Users (formerly People) admin page until all identified bugs and regressions have been addressed.
• We will continue to keep you informed with regular updates on issue statistics, progress, and consolidated feedback themes.

Share Your Feedback

As you explore the new experience, please share your feedback directly in this thread.

Your input during Beta will help refine the experience on the long run.

------------------------------
Zoltan Juricskay
Product Manager
Genesys - Employees
------------------------------

The Before-After screenshot can be downloaded from

User Management/Users (People admin page)

Regards:

Zoltan

------------------------------
Zoltan Juricskay
Product Manager
Genesys - Employees
------------------------------

Is there an updated GA date for this redesign?

------------------------------
Judy Kerbel
------------------------------

Original Message:
Sent: 04-10-2026 08:10
From: Zoltan Juricskay
Subject: User Management / Users (People Admin Page) Redesign

The Before-After screenshot can be downloaded from

User Management/Users (People admin page)

Regards:

Zoltan

------------------------------
Zoltan Juricskay
Product Manager
Genesys - Employees
------------------------------

It's going to be great!

------------------------------
Lilian Masselli
-
------------------------------

It looks great. I'm looking forward to it.

------------------------------
Luiz Rosa
Full stack developer
------------------------------

How can I request early access to view this Beta page?

------------------------------
Ricardo dos Santos Castro
Consultor de Projetos
------------------------------

Hi Ricardo,

When you access the "Genesys Cloud - Beta HQ" community, the registration link appears.

------------------------------
Elisson Fernandes
------------------------------

Original Message:
Sent: 04-10-2026 11:34
From: Ricardo dos Santos Castro
Subject: User Management / Users (People Admin Page) Redesign

How can I request early access to view this Beta page?

------------------------------
Ricardo dos Santos Castro
Consultor de Projetos
------------------------------

We have just had the BETA enabled on our org, and it looks great. 

We have noticed there is no option to select all users; we have to individually select multiple users. Is this something that will no longer be available in the UI update? 

------------------------------
Lisa Power
-
------------------------------

Hello,

It really looks good.

However, from my point of view, it is missing an important feature: the ability to sort records by any column.

Regards,

------------------------------
Yvgeni Liberman
Solutions Architect

Mobile +972 52-6344414
Voice +972 3-9281514
e-mail yvgeni_new@itnavpro.com
------------------------------

Original Message:
Sent: 04-13-2026 08:17
From: Lisa Power
Subject: User Management / Users (People Admin Page) Redesign

We have just had the BETA enabled on our org, and it looks great. 

We have noticed there is no option to select all users; we have to individually select multiple users. Is this something that will no longer be available in the UI update? 

------------------------------
Lisa Power
-
------------------------------

Just got in this morning, I'll play around with it and note anything I find here, thanks!

------------------------------
John Butine
------------------------------

Looking great

kudos for:

• Colors and contrast
• Licensing Visibility on Hover
• Column Customization

small changes needed:

1. Option to "select all" user in the list, was previously available and now not - essential for power users
2. Search field is not as wide as some people need, there are some languages and naming conventions that have long names, there for when the user will search by name, the name will not fit into the search field
3. The "More Actions" button on the top bar is not clear as it is in the current People page

here are screenshots for the mention above

1.

2.

3.

Thanks, and best regards, 

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified
------------------------------

Just received it this morning! It looks great so far, but I'll leave a more detailed feedback as I get the chance to play around with it! 

Love seeing new features! Thanks for including me! 

------------------------------
Lorena Lovrić
Director of Customer Service
------------------------------

New user add wizard is great, but it appears that you can not add a user that only has an extension -- it requires a valid 10 digit phone number to move to next:

------------------------------
Clayton Bevan
Genesys Admin
------------------------------

Hi Zoltan, not sure but it seems that the possibility of copying skills from one user to another is deprecated:

https://help.genesys.cloud/articles/assign-skills-multiple-users/

It would be also useful filter users by Workteam

------------------------------
Fabian Teves
Ingeneria de Comunicaciones
------------------------------

The new UI is great. I love that there is a lot of built in filters and we can display the columns that are important to us.

The only change I would request would be to add a column for Group membership. I like that you can filter for Group membership but seeing it at a glance would be very useful.

------------------------------
[Vaden] [Green]
[Oregon Health & Sciences University]
[Unified Communications Engineer]
------------------------------

In the role the coloumn is not possible to adjust so it is hard to read. Not for all users. Can't find when it is wrong and when it is ok

------------------------------
Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist
------------------------------

I have the same behavior. Not for all agents, let's say 90% are OK but for the other ones, it's quite impossible to read the description of the role

------------------------------
Franck Deville
Metrics, Process Customer Service
------------------------------

Original Message:
Sent: 04-14-2026 03:18
From: Eystein Kylland
Subject: User Management / Users (People Admin Page) Redesign

In the role the coloumn is not possible to adjust so it is hard to read. Not for all users. Can't find when it is wrong and when it is ok

------------------------------
Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist
------------------------------

A concern I have is the number of skills displayed when modifying them for users. We have many users with dozens of assigned skills. If we are limited to displaying 5 skills per page with the new UI, I find that to be a worse experience compared to today's full list. Will we have the option to select the number of skills displayed per page?

------------------------------
Corey Blosser
Wolters Kluwer
------------------------------

When searching for skill and language you can type one character, then you have to click in the search box again to type another character. Must clisk for each new character.

------------------------------
Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist
------------------------------

We are experiencing the same issue, extremely difficult to search/type-ahead when the input focus keeps moving away from the input box.

------------------------------
Rich Bartolucci
Sr. Director, Omnichannel Application Development
Travelers Insurance
------------------------------

Original Message:
Sent: 04-14-2026 23:49
From: Eystein Kylland
Subject: User Management / Users (People Admin Page) Redesign

When searching for skill and language you can type one character, then you have to click in the search box again to type another character. Must clisk for each new character.

------------------------------
Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist
------------------------------

This definitely needs to be addressed. We have hundreds of skills, and we need to be able to type in the word to find the skill more quickly.

------------------------------
Corey Lanier
Shaw Industries Group, Inc.
------------------------------

Original Message:
Sent: 04-14-2026 23:49
From: Eystein Kylland
Subject: User Management / Users (People Admin Page) Redesign

When searching for skill and language you can type one character, then you have to click in the search box again to type another character. Must clisk for each new character.

------------------------------
Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist
------------------------------

------------------------------
Sheryl McKercy
Program Manager, Contact Centre Technologies
------------------------------

@Zoltan Juricskay

A small observation during our Beta testing -- 

A user without Routing > Queue > Edit/Delete permission allowed to check "Remove existing queues" box in the user management wizard. 

Shouldn't this be disabled/greyed out in absence of Queue Delete permission? 

Reference: https://help.genesys.cloud/articles/assign-queues-agent/

EDIT: 

Also, the same user with similar set of permissions is able to add,edit,remove queues in old user management UI but unable to edit it (greyed out) in the new UI.

OLD UI

Does that mean the new UI update is fixing that issue?

------------------------------
Darshan
------------------------------

Hi Zoltan,

Initial feedback following this weeks usage:-

1. People UI - user search field needs extending - doesn't allow for long names / email addresses.
2. People UI - no multiple select button.
3. People UI - no user deletion from dotted menu selection.
4. People UI - after selecting a sub section (roles as an example) would it not be better to split the UI so more of the sub section is visible (saves scrolling).
5. People UI\Queue - difficult to see assigned queues - could these not be listed first.
6. People UI\Queue - can the queue list limit be extend - we have hundreds of queue.
7. People UI\Skills - long function skill names don't display correctly - would it not be better to have two UI views for function / language skills.
8. People UI\Skills - can the skill list limit be extend - we have agents with many skills.

Regards,

------------------------------
Neil Jones
Voice Comms Lead
Awaze Uk
neil.jones@awaze.com
------------------------------

While I do like the new spark components, I'm not a fan of adding "dead space" and more clicks to accomplish the same things.
I see what the idea is with adding a new "page" when you click a user, but it cause the user to go through more clicks than the previous view with tabs so I don't see how this accomplishes "Day-to-Day Efficiency".

The main issue I have is all the "unused space" that I will soon need to upgrade my 4k monitor to a 8k to fit anything on the screen and a lot of customers are sitting on 1920x1080 displays or even smaller if they're on a laptop.

This is the reason I eventually built my own users admin app where I can manage all users settings including groups / skills / phones from the same UI.

Normally I sit on 4k with 100% scaling but I tested 1920x1080 with Windows recommended 150% scaling and this is what I ended up with

I can see 2 users since most of the screen is used by information I don't need when managing users, even at 100% scaling it's not fantastic.

Personally I would rather see as much as possible of the screen being used for the task you're trying to do, and when clicking on a user it would show a modal/sidepanel with setting tabs (instead of opening a new page) so you can easily edit one user and get back to the list.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

I was hoping the Queues section would include a separate list of queues already assigned to the agent, allowing for quick review and removal if needed. A similar look to how you activate/deactivate your queues. As it stands, it is daunting to sift through hundreds of queues just to identify which ones the agent is already assigned to when making queue adjustments. I know this information is visible in the analytics section, but a pain to go there, take a screenshot, then return to the user page.

I also do not like how the Close Button is so close to the Delete Person button. Would be nice if Delete were on the other side, away from Close. Thankfully, you are prompted if it is selected, but it would be better on the other side of the page.

------------------------------
Corey Lanier
Shaw Industries Group, Inc.
------------------------------

Our team has noticed several things with the new UI:

1. Adding Skills is near-impossible. You must type one letter at a time, then click in the search box after each letter to continue typing. Something is clearly broken with this. Others have already reported this, so we aren't including a screenshot.
2. The User Roles page needs reformatting:
   1. The Description column is collapsed, making it impossible to read
   2. There are double scroll bars introduced in several places: User Roles and the People page
   3. The Roles page only has a horizontal scroll button, instead of a scroll bar, or using the existing scroll bar.
3. The People page is limited to select only 10 people, and there is no Select All functionality, this severely limits our ability to make mass updates
4. The Users page is now called 'People', but the link to click is 'Users'. Should this naming convention be updated?

------------------------------
Chad Rogers
Senior IT Analyst
------------------------------

• Skill search is extremely slow, allowing only one character to be typed at a time with noticeable delays, significantly reducing admin efficiency.
• Full skill names are not visible once selected, preventing admins from validating correct skill assignment and increasing error risk.
• These issues block effective testing and refinement activities and directly impact operational readiness.
• As only the first screen was reviewed, additional risks may exist across other areas

  

------------------------------
Shahnawaj Hussain
Technical Lead
------------------------------

Hi Zoltan,

Forgot to mention on my previous post, but the role assigning (last UI screen) when onboarding users displays the amount of roles after selection, but doesn't show the roles selected - maybe better if selected roles are also displayed.

Regards,

------------------------------
Neil Jones
Voice Comms Lead
Awaze Uk
neil.jones@awaze.com
------------------------------

Hi Zoltan,

Some initial thoughts.

The split screen when opening a user profile or other item does not expand. the panel that is going to be edited. The below is from a 34" Ultra Wide monitor with lots of wasted space on the left and having to scroll on the right. Ideally this should auto-size or have the panels resizable. This would also resolve some issues with text not fitting in cells and then wrapping down or being truncated.

Another relates to licensing. The legacy UI shows the core license and then additions with a *. It now appears the list is alphabetical. It would be good to have the core license and if space expand all the licenses rather than hovering over.

Also this is a general comment on licensing. AI Evaluation Scoring and Predictive Engagement aren't really user chargeable licenses. The first is based on Evaluations scored and the second was based on events and is not not charged. For many orgs being able to see WEM/Digital Add on or CRM integration is going to be the most useful.

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

Hi Zoltan!

It happened to different users with the same screen resolution that some of us saw the screen correctly and others required scrolling to the right. It also happens that if you go down the list you can't scroll to the right because the headers aren't visible, you have to go up again to view it

------------------------------
Marek Pietrzik
.
------------------------------

Hi, 

We just got enabled, so have not had a deep dive yet - but I am struggling with the new Roles view, there is a lot of dead space in the left hand menu and the lack of space on the right hand pane where the roles are shown, means it's very hard to get a quick ovderview now... we also notice that sometimes the right hand icons get cut off.

------------------------------
Patrick Redford
Product Owner: Service Center Solution (Genesys Cloud CX)
------------------------------

One thing that is not as explicit but is important is, the users table is nice and the bar above it as well

But the Headline "People" and the text bellow it and the link to learn more, are taking so much valuable space from the table

These nonfunctional elements should be very small and take as less possible space, this big space that these elements take is also

inconsistent with other pages design such as "Queues", "Roles", "Groups", "Phone Management" etc.

Screenshots:

Old UI - the users table has a lot of space:

The new UI - the table and functional elements take smaller portion of the page:

Thanks, and best regards,

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified
------------------------------

I would agree with this, there is too much room taken up by the header - the text in the red box is not required, as there is already a "People" header above

One addition we would like to see is a column for Location (also not in the the old UI but would be very helpful for us to see in the overview)

------------------------------
Patrick Redford
Product Owner: Service Center Solution (Genesys Cloud CX)
------------------------------

Original Message:
Sent: 04-23-2026 02:44
From: Shahar Leonard
Subject: User Management / Users (People Admin Page) Redesign

One thing that is not as explicit but is important is, the users table is nice and the bar above it as well

But the Headline "People" and the text bellow it and the link to learn more, are taking so much valuable space from the table

These nonfunctional elements should be very small and take as less possible space, this big space that these elements take is also

inconsistent with other pages design such as "Queues", "Roles", "Groups", "Phone Management" etc.

Screenshots:

Old UI - the users table has a lot of space:

The new UI - the table and functional elements take smaller portion of the page:

Thanks, and best regards,

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified
------------------------------

When creating a new user, there is no way to update the division at the same time you are adding the roles. Then, when you go to update the division for each role, you have to keep clicking the box if you want more than one division. It would be nice if the box would remain open, and I could click all the divisions that I wanted at one time. Our company does not use the Hire Date Field. do not have a way to leave it blank.

In my opinion, the old way was much more user-friendly.

------------------------------
Corey Lanier
Shaw Industries Group, Inc.
------------------------------

Dear Beta customers,

Today, we are closing the enrollment period for the User Management / Users Admin Page Beta. We are pleased to see that the Beta community has grown to more than 70 participants! Thank you for your engagement and for providing valuable feedback.

Please note that closing enrollment does not mean the end of the Beta phase or feedback collection. On the contrary, we encourage you to continue testing and sharing your insights. Your feedback is actively reviewed, and every contribution in this community is taken into account.

So far, we have analyzed, categorized, and estimated the first 34 comments in this post, many of which include multiple points. Some suggestions are being considered as future enhancements, as we aim to proceed to General Availability without delaying other user administration-related features. Others have been identified as bugs, while a few require further review and validation with our UX team.

We will continue to keep you updated as this work progresses.

Thank you again for your continued support.

Regards:

Zoltan

------------------------------
Zoltan Juricskay
Product Manager
Genesys - Employees
------------------------------

Hi,

We tested with a user who doesn't have permissions to delete people and he can do it. If you do not have permissions, it's preferable that you shouldn't display the button.

------------------------------
Marek Pietrzik
.
------------------------------

Hello, I've been testing the new UI for two days I had some problems that I asked you for help:

1. The roles with all divisions visibility don't display the information properly
2. Also in this window, as the screen doesn¡t adjust automatically is very difficult to interact con this window as I can't see all the information at the same time

3.  When I interact with the ACD skill window, I start typing a skill and after I type the first letter the curso quit the focus, so I have to select the seach box after every letter I type

4. The padlock button that allows a supervisor to copy skills and queues between users has disappeared. How can I perform this functionality in this UI?

5. In general, we think that the performance of the UI is worse

------------------------------
BARBARA RODRIGUEZ
Analyst
------------------------------

Hi Zoltan,

We are also experiencing issue with ACD skills page - where each time a character is entered, the cursor disappears from the search field, requiring us to click back into the box before typing the next character. This behavior makes the page virtually unusable. 

I would also like to share some recommendation to make the new UI experience more efficient for managers: 

Assign Skills window

• Enable updating of skill levels for assigned skills directly from the initial Review page, where all assigned skills are listed.
• On Assign skills and languages page (second step), limit the search results to only skills that are not already assigned to the agent.
• Automatically expand the skills list, instead of requiring users to manually expand it on the Review and Update pages.
• Consolidate the three-step process into a single page (similar to the previous view), allowing managers to:
• View all assigned skills
• Update skill levels as needed
• Search for and add new skills (displayed at the top)

Reassign Queue window

• Consolidate the three-step process into a single page (similar to the previous view), allowing managers to view, add and remove queues in one place.
• Ensure that queues already assigned to the agent are pre-selected (checked) on the Assign page to avoid confusion

------------------------------
Prasanna Shrestha
------------------------------

I think the new look turned out excellent, now all that's missing is being able to download the information from this menu into an Excel file haha.

------------------------------
Camila Meneghini
------------------------------

Hi Zoltan,

I have reviewed the new UI update and overall it feels more efficient and quicker to navigate with the added enhancements.

However, I have noticed a limitation within the skill assignment feature from the right hand toolbar. Currently there is no option to remove an individual skill.
We can either remove all assigned skills/languages via the checkbox or adjust proficiency levels using the star ratings.

To remove a specific skill we have to navigate into the agents profile and remove Skills from ACD Skills tab which adds extra steps and impacts efficiency.

Please let us know if we are missing a step or it is a system limitation, it would be great to have the option to remove individual skills directly from the toolbar reinstated.

 

------------------------------
Syed Muhammad Moosa
------------------------------

*Please let me know if anything is unclear, as this message was written with the help of AI translation.

Hello,

I have tried the new UI and have one question regarding its behavior.

On the user list (People) screen, previously there did not appear to be a limit on the number of users that could be selected at once. In the new UI, however, it seems that multi-selection is limited to 10 users.

Is there any configuration or setting that allows this selection limit to be adjusted or relaxed?

In our day-to-day operations, we sometimes need to manage or update a larger number of users at the same time, and this limitation could increase operational workload in some cases.

Thank you in advance.

------------------------------
Ryo Omori
------------------------------

Since testing the new Users(People Admin Page), there are a lot of functionalities/capabilities that are not available in the new views. Select all and also the lock function for skills and queues.  As an admin I find that it's almost like the wizard is getting you to sign up for a subscription.. I am not a fan. There are a lot more clicks to save functions.  I would like to know if any of the issues raised in the BETA will be addressed prior to the release which is at this stage for next week? 

------------------------------
Rachel Curry
Red Energy Pty Ltd.
------------------------------

We found a bug:

users with access to Division A can see all Queues from all Divisions when assigning queues on the people admin page:

On the dedicated Queues page, they can see only Queues from Division A.

------------------------------
Denis Ridel-Pfeffer
------------------------------

Hi Zoltan,

we made some tests and from our point of view, few features can be improved, such as:

1. The Search filter:
Please add the option to Filter by "Work Teams". This is a category frequently used by our customers.
currently an admin can filter their search by Name/Email, Group, Role, Reports to, By location and By Division (see attached picture).

2. Adding a "Skills" column:

We saw with this beta that a new Customize button has been introduced, where the admins now have 9 different configurable columns, which can be activated or deactivated. There is an also an option to edit the order of the columns, which we find amazing. It will be appreciated, if Genesys can include an option to add another columns inside this Edit Columns window such as "Skills" and "Languages", so they could be visible directly without the admin/supervisor to have to click on a specific user to check the assigned Skills or Languages. The addition of these columns could greatly improve the visibility of the assigned skills and languages.

Thank you very much.

Kind regards,
Miroslav Aleksandrov

------------------------------
Miroslav Aleksandrov
NA
------------------------------

Has GA been pushed further ? Not seeing it for next week's release.

------------------------------
Darshan
------------------------------

Hi Team,

After careful analysis of the feedback received so far, Genesys has decided to postpone the GA release of the User Management / Users (formerly People) admin page until all identified bugs and regressions have been addressed.

We appreciate the detailed feedback shared by customers and partners, which has helped us identify areas requiring improvement before general availability. Our teams are actively reviewing and prioritizing the reported issues to ensure the new experience meets expected usability and quality standards.

We will continue to keep you informed with regular updates on issue statistics, progress, and consolidated feedback themes.

Thank you for your continued support and collaboration.

Regards:

Zoltan

------------------------------
Zoltan Juricskay
Product Manager
Genesys - Employees
------------------------------

Hi Zoltan,

Thank you for the update and for taking the feedback into consideration.

I have a few follow-up questions:

1. Is there a consolidated list of the submitted feedback items with their current classification (bug, regression, enhancement request, etc.) and status?
2. Will there be an updated beta version or preview build available before GA so we can validate the fixes and improvements?
3. Do you have an updated estimate for the GA timeframe?

Thanks!

------------------------------
Rainbow Soo
Software Engineer
------------------------------

Original Message:
Sent: 05-18-2026 06:52
From: Zoltan Juricskay
Subject: User Management / Users (People Admin Page) Redesign

Hi Team,

After careful analysis of the feedback received so far, Genesys has decided to postpone the GA release of the User Management / Users (formerly People) admin page until all identified bugs and regressions have been addressed.

We appreciate the detailed feedback shared by customers and partners, which has helped us identify areas requiring improvement before general availability. Our teams are actively reviewing and prioritizing the reported issues to ensure the new experience meets expected usability and quality standards.

We will continue to keep you informed with regular updates on issue statistics, progress, and consolidated feedback themes.

Thank you for your continued support and collaboration.

Regards:

Zoltan

------------------------------
Zoltan Juricskay
Product Manager
Genesys - Employees
------------------------------

------------------------------
Julien Grenier
na
------------------------------

Hi Zoltan,

[ OP-I-467 - Export for Users and Data from Admin People ]

Do you think the update here: Export for Users and Data from Admin | Genesys Cloud Ideas Portal  will be finally incorporated in this change. This request is quite important for a lot of organizations and has been requested for many years. There is a admin note there stating that it may indeed be arriving soon.

Thanks Phil

------------------------------
Philippe Manetta
------------------------------

Hi Zoltan, 

Here are some things that I have found in testing:

• When only Active, Inactive or Deleted are selected in People page, and you scroll to the bottom and click on the down arrow to see the other statuses, the box splits out the screen. No scroll bar to the left to scroll down.
• When you have two of these statuses selected and repeat this, the top of the box shows, but the bottom doesn't. Again, no scroll bar to scroll down. 
• Assigning Roles is crammed into half a page, so you need to scroll to see the Role name and whether it is assigned or not. There is a scroll bar at the bottom of the page but this scroll bar allows you to see the < and > arrow buttons at the top row. If you use the > button, you lose the name of the Role, and if you use the < you lose the Assign box. If you have to scroll down, the headers AND the < > buttons are not frozen, so if I scroll down enough, I either can't see the name of the Role I want to assign OR I can't assign the Role. 
• When adding Divisions to a Role, you need to select the Role, this closes the Division selection, so you need to click under the Role that has been added, to see the list of Roles again and repeat this process. With numerous Divisions required for a Role, this will be another painful change.
• Overall, this Role experience will be much more cumbersome to assign Roles to people. Fine for one Role in a Lab, but in a production Org where you are adding/removing numerous Roles, this will be painful. 
• Reduced window pane largely causes a lot of issues with the more data intense pages. Pages like the Roles and Permissions have too much information that needs to be on one screen and so suffers from the reduction in screen size.
• When navigating into a profile section, like Roles, there is a large chunk of greyed out screen that is now wasted real estate. For Roles & Permissions pages, the white information boxes that show the data you are looking for, should be bigger, and eat up some of that wasted greyed out real estate to the left.
• Old UI sat on returning 100 users at a time by default. New UI returns 25 by default and needs changed each time you navigate to it.
• Assigning Skills from the People page (Not the Users Profile) you are given a free text to enter a Skill. This means I need to know my skills and then type them out manually. I can also assign any skill here, even if it doesn't exist. If I enter a skill that doesn't exist, I don't get an error. I get a completed successfully message, even though it isn't assigned.
• There is no longer an Auto Answer section on the Persons profile, and now you can only assign Auto Answer for an agents Voice calls, and not any digital channel. This will cause issues and it looks like this reverts an update that has previously been made to allow certain users to have auto answer per channel type. 
• The more data intensive pages need to be resized. The current sizing wastes a lot of space and makes the work harder, or near impossible, to complete.

------------------------------
Martin Boyle
x
------------------------------

Maybe I'm missing something, but is the new Admin UI going to streamline the 'add agent' tasks that require us to navigate to other Admin modules like Phone Management to create the new user's Phone, and Conversation Intelligence to add them to the correct policies for Recording?  I did not see this in the before/after document.  

------------------------------
Barbara Pouliot
Principal Applications Analyst – Unified Communications
------------------------------