Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1 - Getting Started: The Multipanel Agent Workspace Toolkit

2 - Timing considerations: When should we start opting in? 

3 - Sharing with leadership: an email template and video

4 - How To: give agents permission 

5 - Sharing with agent supervisors: an email template 

6: Sharing with agents: email template, best practices one page guide, and a video

7: Sharing with agents: Workspace update overview video

8. Communications with agents: at the time of launch

9. How to: opt-in and opt-out for agents 

10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. Thanks for being here! 

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

@Allison Castelot Hello.

Great Content! Thank you.

I was unable to find your email address but wanted to meet with someone on this new feature. We have a number of customers reaching out to us in a panic about this and how it will affect their experience.

can you direct me?

Thank you

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hi Allison,

Regarding this statement:

The agent multipanel UI is available as an opt-in from October 2024 to March 2025. As an admin, you will decide when - and how - your agents should opt-in. 

After March 2025 all Genesys Cloud users will be on the multipanel agent UI, so make the most of the opt-in period to ensure the smoothest transition for your agents! Opt in now! 

What happens if our customer do not opt-in? Will the agents automatically have the multipanel gui after March 2025? At the moment we need to enable it using a role and let every agent switch it on manually. Is this not the case anymore after March 2025?

Kind regards,

Reinoud de Lange

------------------------------
Reinoud de Lange
Consultant

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hi @Reinoud de Lange

Yes.  Agents will be moved to the multipanel gui after March 31, 2025.  The admin & agent controls will no longer be available after March 2025.

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 02-20-2025 09:12
From: Reinoud de Lange
Subject: Welcome!

Hi Allison,

Regarding this statement:

The agent multipanel UI is available as an opt-in from October 2024 to March 2025. As an admin, you will decide when - and how - your agents should opt-in. 

After March 2025 all Genesys Cloud users will be on the multipanel agent UI, so make the most of the opt-in period to ensure the smoothest transition for your agents! Opt in now! 

What happens if our customer do not opt-in? Will the agents automatically have the multipanel gui after March 2025? At the moment we need to enable it using a role and let every agent switch it on manually. Is this not the case anymore after March 2025?

Kind regards,

Reinoud de Lange

------------------------------
Reinoud de Lange
Consultant

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hi @Reinoud de Lange

Yes.  Agents will be moved to the multipanel gui after March 31, 2025.  The admin & agent controls will no longer be available after March 2025.

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 02-20-2025 09:12
From: Reinoud de Lange
Subject: Welcome!

Hi Allison,

Regarding this statement:

The agent multipanel UI is available as an opt-in from October 2024 to March 2025. As an admin, you will decide when - and how - your agents should opt-in. 

After March 2025 all Genesys Cloud users will be on the multipanel agent UI, so make the most of the opt-in period to ensure the smoothest transition for your agents! Opt in now! 

What happens if our customer do not opt-in? Will the agents automatically have the multipanel gui after March 2025? At the moment we need to enable it using a role and let every agent switch it on manually. Is this not the case anymore after March 2025?

Kind regards,

Reinoud de Lange

------------------------------
Reinoud de Lange
Consultant

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hi @Reinoud de Lange

Yes.  Agents will be moved to the multipanel gui after March 31, 2025.  The admin & agent controls will no longer be available after March 2025.

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 02-20-2025 09:12
From: Reinoud de Lange
Subject: Welcome!

Hi Allison,

Regarding this statement:

The agent multipanel UI is available as an opt-in from October 2024 to March 2025. As an admin, you will decide when - and how - your agents should opt-in. 

After March 2025 all Genesys Cloud users will be on the multipanel agent UI, so make the most of the opt-in period to ensure the smoothest transition for your agents! Opt in now! 

What happens if our customer do not opt-in? Will the agents automatically have the multipanel gui after March 2025? At the moment we need to enable it using a role and let every agent switch it on manually. Is this not the case anymore after March 2025?

Kind regards,

Reinoud de Lange

------------------------------
Reinoud de Lange
Consultant

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hi  @Nicholas Robinson, One of our customers is experiencing issues with the panel size for the Script tab. To resolve the issue we would like to know the panel widths we can choose. Is there documentation for it? 

Hi @Reinoud de Lange

Yes.  Agents will be moved to the multipanel gui after March 31, 2025.  The admin & agent controls will no longer be available after March 2025.

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 02-20-2025 09:12
From: Reinoud de Lange
Subject: Welcome!

Hi Allison,

Regarding this statement:

The agent multipanel UI is available as an opt-in from October 2024 to March 2025. As an admin, you will decide when - and how - your agents should opt-in. 

After March 2025 all Genesys Cloud users will be on the multipanel agent UI, so make the most of the opt-in period to ensure the smoothest transition for your agents! Opt in now! 

What happens if our customer do not opt-in? Will the agents automatically have the multipanel gui after March 2025? At the moment we need to enable it using a role and let every agent switch it on manually. Is this not the case anymore after March 2025?

Kind regards,

Reinoud de Lange

------------------------------
Reinoud de Lange
Consultant

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

HI @Reinoud de Lange, Here are the available sizes for script panel ...

Small: 645px

Medium: 800px

Large: 1060px

Extra large: 1200px

Hi  @Nicholas Robinson, One of our customers is experiencing issues with the panel size for the Script tab. To resolve the issue we would like to know the panel widths we can choose. Is there documentation for it? 

Hi @Reinoud de Lange

Yes.  Agents will be moved to the multipanel gui after March 31, 2025.  The admin & agent controls will no longer be available after March 2025.

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 02-20-2025 09:12
From: Reinoud de Lange
Subject: Welcome!

Hi Allison,

Regarding this statement:

The agent multipanel UI is available as an opt-in from October 2024 to March 2025. As an admin, you will decide when - and how - your agents should opt-in. 

After March 2025 all Genesys Cloud users will be on the multipanel agent UI, so make the most of the opt-in period to ensure the smoothest transition for your agents! Opt in now! 

What happens if our customer do not opt-in? Will the agents automatically have the multipanel gui after March 2025? At the moment we need to enable it using a role and let every agent switch it on manually. Is this not the case anymore after March 2025?

Kind regards,

Reinoud de Lange

------------------------------
Reinoud de Lange
Consultant

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Many thanks! 

HI @Reinoud de Lange, Here are the available sizes for script panel ...

Small: 645px

Medium: 800px

Large: 1060px

Extra large: 1200px

Hi  @Nicholas Robinson, One of our customers is experiencing issues with the panel size for the Script tab. To resolve the issue we would like to know the panel widths we can choose. Is there documentation for it? 

Hi @Reinoud de Lange

Yes.  Agents will be moved to the multipanel gui after March 31, 2025.  The admin & agent controls will no longer be available after March 2025.

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 02-20-2025 09:12
From: Reinoud de Lange
Subject: Welcome!

Hi Allison,

Regarding this statement:

The agent multipanel UI is available as an opt-in from October 2024 to March 2025. As an admin, you will decide when - and how - your agents should opt-in. 

After March 2025 all Genesys Cloud users will be on the multipanel agent UI, so make the most of the opt-in period to ensure the smoothest transition for your agents! Opt in now! 

What happens if our customer do not opt-in? Will the agents automatically have the multipanel gui after March 2025? At the moment we need to enable it using a role and let every agent switch it on manually. Is this not the case anymore after March 2025?

Kind regards,

Reinoud de Lange

------------------------------
Reinoud de Lange
Consultant

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

 @Nicholas Robinson

As far as I know multi contextual panels currently include Script, Profile, Customer Journey, Canned Responses, Notes, and Wrap-up Codes. Are custom panels or future panels planned?

Many thanks! 

HI @Reinoud de Lange, Here are the available sizes for script panel ...

Small: 645px

Medium: 800px

Large: 1060px

Extra large: 1200px

Hi  @Nicholas Robinson, One of our customers is experiencing issues with the panel size for the Script tab. To resolve the issue we would like to know the panel widths we can choose. Is there documentation for it? 

Hi @Reinoud de Lange

Yes.  Agents will be moved to the multipanel gui after March 31, 2025.  The admin & agent controls will no longer be available after March 2025.

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 02-20-2025 09:12
From: Reinoud de Lange
Subject: Welcome!

Hi Allison,

Regarding this statement:

The agent multipanel UI is available as an opt-in from October 2024 to March 2025. As an admin, you will decide when - and how - your agents should opt-in. 

After March 2025 all Genesys Cloud users will be on the multipanel agent UI, so make the most of the opt-in period to ensure the smoothest transition for your agents! Opt in now! 

What happens if our customer do not opt-in? Will the agents automatically have the multipanel gui after March 2025? At the moment we need to enable it using a role and let every agent switch it on manually. Is this not the case anymore after March 2025?

Kind regards,

Reinoud de Lange

------------------------------
Reinoud de Lange
Consultant

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hi @Reinoud de Lange

Yes.  Agents will be moved to the multipanel gui after March 31, 2025.  The admin & agent controls will no longer be available after March 2025.

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 02-20-2025 09:12
From: Reinoud de Lange
Subject: Welcome!

Hi Allison,

Regarding this statement:

The agent multipanel UI is available as an opt-in from October 2024 to March 2025. As an admin, you will decide when - and how - your agents should opt-in. 

After March 2025 all Genesys Cloud users will be on the multipanel agent UI, so make the most of the opt-in period to ensure the smoothest transition for your agents! Opt in now! 

What happens if our customer do not opt-in? Will the agents automatically have the multipanel gui after March 2025? At the moment we need to enable it using a role and let every agent switch it on manually. Is this not the case anymore after March 2025?

Kind regards,

Reinoud de Lange

------------------------------
Reinoud de Lange
Consultant

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hello,

This change can't be rolled out on the 31st of March. It isn't ready yet.

Has anybody tested what happens when an agent handling a live call consults a group? If the agent in the group hangs up during the consult then the GUI gets stuck for the agent and you can't transfer or consult the call again. The buttons get grayed out for the 1st agent on the customer call, they then have to hang up the call and then call the customer back so they can be transferred. Its really poor for customer experience

------------------------------
Louis Creely

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hi @Louis Creely

This is interesting feedback, considering we have multiple clients that have early adopted and have not experienced this issue. Have you submitted a support ticket?  Hence why it was so Important to begin utilizing the new environment when released in October.

Thank you

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 03-21-2025 12:54
From: Louis Creely
Subject: Welcome!

Hello,

This change can't be rolled out on the 31st of March. It isn't ready yet.

Has anybody tested what happens when an agent handling a live call consults a group? If the agent in the group hangs up during the consult then the GUI gets stuck for the agent and you can't transfer or consult the call again. The buttons get grayed out for the 1st agent on the customer call, they then have to hang up the call and then call the customer back so they can be transferred. Its really poor for customer experience

------------------------------
Louis Creely

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

We have 3rd party support, I will be raising it with them as well. We're a finance company in the UK and tax year end (5th of April) is our busiest time of year. Its causing a lot of anxiety and we can't afford to be hit with any problems. I have witnessed the issue myself and been able to replicate it. Please can you confirm with testing if they considered consults to a group and what happens when the consulted agent hangs up the call.

I would be happy to get in touch with someone to demonstrate the problem? I know that a lot of companies don't use groups because they don't work well side by side with your contact center solution. Can you confirm if your clients call groups as part of their customer journeys?

------------------------------
Louis Creely

Original Message:
Sent: 03-21-2025 13:03
From: Nicholas Robinson
Subject: Welcome!

Hi @Louis Creely

This is interesting feedback, considering we have multiple clients that have early adopted and have not experienced this issue. Have you submitted a support ticket?  Hence why it was so Important to begin utilizing the new environment when released in October.

Thank you

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 03-21-2025 12:54
From: Louis Creely
Subject: Welcome!

Hello,

This change can't be rolled out on the 31st of March. It isn't ready yet.

Has anybody tested what happens when an agent handling a live call consults a group? If the agent in the group hangs up during the consult then the GUI gets stuck for the agent and you can't transfer or consult the call again. The buttons get grayed out for the 1st agent on the customer call, they then have to hang up the call and then call the customer back so they can be transferred. Its really poor for customer experience

------------------------------
Louis Creely

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hi @Louis Creely

Despite our efforts to provide customers with a six-month window to prepare for the Multi-Panel experience, we will be extending access to the legacy agent workspace (targeting late Spring 2025). 

That said, we strongly encourage your organization to continue rolling out Multi-Panel, as we will be delivering incremental enhancements throughout this extended period.

To ensure a smooth transition, it's critical that you submit support tickets for any issues that render functionality inoperable within the Multi-Panel workspace. This will help us identify and address blockers quickly.

Thanks,

We have 3rd party support, I will be raising it with them as well. We're a finance company in the UK and tax year end (5th of April) is our busiest time of year. Its causing a lot of anxiety and we can't afford to be hit with any problems. I have witnessed the issue myself and been able to replicate it. Please can you confirm with testing if they considered consults to a group and what happens when the consulted agent hangs up the call.

I would be happy to get in touch with someone to demonstrate the problem? I know that a lot of companies don't use groups because they don't work well side by side with your contact center solution. Can you confirm if your clients call groups as part of their customer journeys?

------------------------------
Louis Creely

Original Message:
Sent: 03-21-2025 13:03
From: Nicholas Robinson
Subject: Welcome!

Hi @Louis Creely

This is interesting feedback, considering we have multiple clients that have early adopted and have not experienced this issue. Have you submitted a support ticket?  Hence why it was so Important to begin utilizing the new environment when released in October.

Thank you

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 03-21-2025 12:54
From: Louis Creely
Subject: Welcome!

Hello,

This change can't be rolled out on the 31st of March. It isn't ready yet.

Has anybody tested what happens when an agent handling a live call consults a group? If the agent in the group hangs up during the consult then the GUI gets stuck for the agent and you can't transfer or consult the call again. The buttons get grayed out for the 1st agent on the customer call, they then have to hang up the call and then call the customer back so they can be transferred. Its really poor for customer experience

------------------------------
Louis Creely

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hi @Nicholas Robinson

That is awesome news and is massively appreciated. Is there a date in mind I can expect?

I set up a demonstration and recorded the issue I was facing. To make sure this wasn't a network issue I conducted my test on my personal home network to confirm. I can provide the video if needed but I would like to avoid publishing on this channel because the demonstration uses my personal phone number. Should I continue to raise issues with our 3rd party support or is there a direct channel to Genesys Cloud I can use to help with the testing of this feature

Kind Regards and with much appreciation,

Louis

Hi @Louis Creely

Despite our efforts to provide customers with a six-month window to prepare for the Multi-Panel experience, we will be extending access to the legacy agent workspace (targeting late Spring 2025). 

That said, we strongly encourage your organization to continue rolling out Multi-Panel, as we will be delivering incremental enhancements throughout this extended period.

To ensure a smooth transition, it's critical that you submit support tickets for any issues that render functionality inoperable within the Multi-Panel workspace. This will help us identify and address blockers quickly.

Thanks,

We have 3rd party support, I will be raising it with them as well. We're a finance company in the UK and tax year end (5th of April) is our busiest time of year. Its causing a lot of anxiety and we can't afford to be hit with any problems. I have witnessed the issue myself and been able to replicate it. Please can you confirm with testing if they considered consults to a group and what happens when the consulted agent hangs up the call.

I would be happy to get in touch with someone to demonstrate the problem? I know that a lot of companies don't use groups because they don't work well side by side with your contact center solution. Can you confirm if your clients call groups as part of their customer journeys?

------------------------------
Louis Creely

Original Message:
Sent: 03-21-2025 13:03
From: Nicholas Robinson
Subject: Welcome!

Hi @Louis Creely

This is interesting feedback, considering we have multiple clients that have early adopted and have not experienced this issue. Have you submitted a support ticket?  Hence why it was so Important to begin utilizing the new environment when released in October.

Thank you

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 03-21-2025 12:54
From: Louis Creely
Subject: Welcome!

Hello,

This change can't be rolled out on the 31st of March. It isn't ready yet.

Has anybody tested what happens when an agent handling a live call consults a group? If the agent in the group hangs up during the consult then the GUI gets stuck for the agent and you can't transfer or consult the call again. The buttons get grayed out for the 1st agent on the customer call, they then have to hang up the call and then call the customer back so they can be transferred. Its really poor for customer experience

------------------------------
Louis Creely

Original Message:
Sent: 10-24-2024 13:27
From: Allison Castelot
Subject: Welcome!

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Hi @Nicholas Robinson,

Is there a way to resize any of the panels outside of the preset sizes (small - X Large). Our Script window that houses an iframe is still too small for our users in extra large and there can remain a lot of blank space. 

Our early adopters are providing feedback that our script panel is too small for them to work and without some way of using the space or resizing the panel other than the defaults, this change will be seen as having lost some functionality.

Please advise.

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

Despite our efforts to provide customers with a six-month window to prepare for the Multipanel experience, we will be extending access to the legacy agent workspace (targeting late Spring 2025). 

That said, we strongly encourage your organization to continue rolling out Multipanel, as we will be delivering incremental enhancements throughout this extended period.

To ensure a smooth transition, it's critical that you submit support tickets for any issues that render functionality inoperable within the Multi-Panel workspace. This will help us identify and address blockers quickly.

Hi @Nicholas Robinson,

Is there a way to resize any of the panels outside of the preset sizes (small - X Large). Our Script window that houses an iframe is still too small for our users in extra large and there can remain a lot of blank space. 

Our early adopters are providing feedback that our script panel is too small for them to work and without some way of using the space or resizing the panel other than the defaults, this change will be seen as having lost some functionality.

Please advise.

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------

What are the dates for the rollout? When will access to the legacy agent workspace be removed for  US West?

Despite our efforts to provide customers with a six-month window to prepare for the Multipanel experience, we will be extending access to the legacy agent workspace (targeting late Spring 2025). 

That said, we strongly encourage your organization to continue rolling out Multipanel, as we will be delivering incremental enhancements throughout this extended period.

To ensure a smooth transition, it's critical that you submit support tickets for any issues that render functionality inoperable within the Multi-Panel workspace. This will help us identify and address blockers quickly.

Hi @Nicholas Robinson,

Is there a way to resize any of the panels outside of the preset sizes (small - X Large). Our Script window that houses an iframe is still too small for our users in extra large and there can remain a lot of blank space. 

Our early adopters are providing feedback that our script panel is too small for them to work and without some way of using the space or resizing the panel other than the defaults, this change will be seen as having lost some functionality.

Please advise.

Hello and welcome to the UI New Features community - home of the Multipanel Agent Workspace Opt-In Toolkit (say that five times fast!) I am so glad you're here, taking the time to familiarize yourself with the change that we're bringing to Genesys Cloud: a multipanel agent workspace!

Beta users have found that multipanel workspace is doing exactly what we designed it to do - reduce repetitive clicks, increase adoption of tools, and reduce AHT. We're really excited that it's now available to you to roll out to agents! 

We don't typically do opt-in UI changes at Genesys, so we've built this community to provide you with resources, a spot to share best practices and encouragement with one another, and to connect with product leaders. The opt-in transition period is from now until March 2025, and after that all agents are going to be on the multipanel workspace when the tabbed version is retired. 

And by way of introduction, hi! I'm a product marketing director here at Genesys, I work on the agent workspace (that's this stuff!) and AI Copilots. I live in New Hampshire with one husband, two daughters, one dog, two cats, and about 20 chickens.

Please chime in! What's your role, where are you located? What are you hoping multipanel agent workspace will do for you? 

Just to give you a quick sense of the Toolkit, here's a table of contents:  

1. Getting Started: The Multipanel Agent Workspace Toolkit
2. Timing considerations: When should we start opting in? 
3. Sharing with leadership: an email template and video
4. How To: give agents permission 
5. Sharing with agent supervisors: an email template 
6. Sharing with agents: email template, best practices one page guide, and a video
7. Sharing with agents: Workspace update overview video
8. Communications with agents: at the time of launch
9. How to: opt-in and opt-out for agents 
10. Communications with agents: recurring reminders to opt-in

Access all of this content by visiting the library tab on this community. 

Thanks for being here!

------------------------------
Allison Castelot
Product Marketing Director
------------------------------