Genesys Cloud - UI New Features

We'd love to know how the overall flow for multipanel agent experience is working for you. Keep an eye on your teams performance metrics and report back!

Have any ideas for improvement?   Please submit your ideas HERE   

Remember if you experience any technical issues.  Contact Customer Care

Also Don't forget to checkout the many resources available to aid in rolling out this improved experinece

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Nicholas Robinson
Senior Product Manager
Genesys - Employees
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Once the agent has enabled the Multi Contextual Panel, it seems like they are not able to modify the panels - which ones they want pinned up, what size they want them to be - until they get an interaction.  Am I missing something or is that correct? 

We'd love to know how the overall flow for multipanel agent experience is working for you. Keep an eye on your teams performance metrics and report back!

Have any ideas for improvement?   Please submit your ideas HERE   

Remember if you experience any technical issues.  Contact Customer Care

Also Don't forget to checkout the many resources available to aid in rolling out this improved experinece

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Nicholas Robinson
Senior Product Manager
Genesys - Employees
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Yes. They do need to be on an interaction of any kind to be able to choose the panels they want and PIN/HIDE in the drawer. If they want to set them up before using a call I would recommend using a simple outbound on behalf of a queue to their home or cell number just quickly to get the UI to engage.

Once the agent has enabled the Multi Contextual Panel, it seems like they are not able to modify the panels - which ones they want pinned up, what size they want them to be - until they get an interaction.  Am I missing something or is that correct? 

We'd love to know how the overall flow for multipanel agent experience is working for you. Keep an eye on your teams performance metrics and report back!

Have any ideas for improvement?   Please submit your ideas HERE   

Remember if you experience any technical issues.  Contact Customer Care

Also Don't forget to checkout the many resources available to aid in rolling out this improved experinece

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees
------------------------------

Once the agent has enabled the Multi Contextual Panel, it seems like they are not able to modify the panels - which ones they want pinned up, what size they want them to be - until they get an interaction.  Am I missing something or is that correct? 

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LindaGreenshields
New York University

Original Message:
Sent: 10-24-2024 16:42
From: Nicholas Robinson
Subject: What do you think ...?

We'd love to know how the overall flow for multipanel agent experience is working for you. Keep an eye on your teams performance metrics and report back!

Have any ideas for improvement?   Please submit your ideas HERE   

Remember if you experience any technical issues.  Contact Customer Care

Also Don't forget to checkout the many resources available to aid in rolling out this improved experinece

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees
------------------------------

We'd love to know how the overall flow for multipanel agent experience is working for you. Keep an eye on your teams performance metrics and report back!

Have any ideas for improvement?   Please submit your ideas HERE   

Remember if you experience any technical issues.  Contact Customer Care

Also Don't forget to checkout the many resources available to aid in rolling out this improved experinece

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees
------------------------------

Hi Nicholas,

Huge thanks to all of the team for delivering these great features! My favourite feature is the multi-contextual panel, which allows clients to tailor their workspace based on their needs.I just have one piece of feedback for you, and it is simply my opinion based on our customers' demands.

We have a CRM integration as an interaction widget that displays the caller's order page, and the agents perform actions on this page during the interaction, therefore they must focus on this custom client application the majority of the time.

If we hide the main interaction side on the left of the multi-contextual panel and just leave the interaction widget app visible, the zone in red frame in the screenshot below remains visible without the ability to hide it. I understand that is a placeholder zone to indicate that usable tools can be placed in that area of the screen. However, in our instance, we do not want to place any other tool over there, which makes that zone useless and wastes available space while also preventing us from making our client application full width. So I believe it would be fantastic if there was a way to hide the non-functional zone that will allow us to make the visible panel (crm in my case) to be fullscreen.

We'd love to know how the overall flow for multipanel agent experience is working for you. Keep an eye on your teams performance metrics and report back!

Have any ideas for improvement?   Please submit your ideas HERE   

Remember if you experience any technical issues.  Contact Customer Care

Also Don't forget to checkout the many resources available to aid in rolling out this improved experinece

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees
------------------------------

Hi Orhun,  We appreciate the feedback.  This is something we are definitely considering for a future release along possibly collapsing the roster as well.

Hi Nicholas,

Huge thanks to all of the team for delivering these great features! My favourite feature is the multi-contextual panel, which allows clients to tailor their workspace based on their needs.I just have one piece of feedback for you, and it is simply my opinion based on our customers' demands.

We have a CRM integration as an interaction widget that displays the caller's order page, and the agents perform actions on this page during the interaction, therefore they must focus on this custom client application the majority of the time.

If we hide the main interaction side on the left of the multi-contextual panel and just leave the interaction widget app visible, the zone in red frame in the screenshot below remains visible without the ability to hide it. I understand that is a placeholder zone to indicate that usable tools can be placed in that area of the screen. However, in our instance, we do not want to place any other tool over there, which makes that zone useless and wastes available space while also preventing us from making our client application full width. So I believe it would be fantastic if there was a way to hide the non-functional zone that will allow us to make the visible panel (crm in my case) to be fullscreen.

We'd love to know how the overall flow for multipanel agent experience is working for you. Keep an eye on your teams performance metrics and report back!

Have any ideas for improvement?   Please submit your ideas HERE   

Remember if you experience any technical issues.  Contact Customer Care

Also Don't forget to checkout the many resources available to aid in rolling out this improved experinece

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees
------------------------------

Hi Nicholas,

Thanks for the update! It's exciting to know that improvements for the collapsible roster and multi-contextual panels are in the plan. This is fantastic news and will be very beneficial for agents UX.

To help us plan and manage expectations, could you share any anticipated timelines for these enhancements? For example, are you targeting a release within a specific quarter (e.g., Q1 2025) or half of the year (e.g., H1 2025)? Or are these features still in the early stages of planning and analysis?

Any information you can provide about the roadmap would be greatly appreciated!

Thanks again for your support and for keeping us informed.

Best regards,

Hi Orhun,  We appreciate the feedback.  This is something we are definitely considering for a future release along possibly collapsing the roster as well.

Hi Nicholas,

Huge thanks to all of the team for delivering these great features! My favourite feature is the multi-contextual panel, which allows clients to tailor their workspace based on their needs.I just have one piece of feedback for you, and it is simply my opinion based on our customers' demands.

We have a CRM integration as an interaction widget that displays the caller's order page, and the agents perform actions on this page during the interaction, therefore they must focus on this custom client application the majority of the time.

If we hide the main interaction side on the left of the multi-contextual panel and just leave the interaction widget app visible, the zone in red frame in the screenshot below remains visible without the ability to hide it. I understand that is a placeholder zone to indicate that usable tools can be placed in that area of the screen. However, in our instance, we do not want to place any other tool over there, which makes that zone useless and wastes available space while also preventing us from making our client application full width. So I believe it would be fantastic if there was a way to hide the non-functional zone that will allow us to make the visible panel (crm in my case) to be fullscreen.

We'd love to know how the overall flow for multipanel agent experience is working for you. Keep an eye on your teams performance metrics and report back!

Have any ideas for improvement?   Please submit your ideas HERE   

Remember if you experience any technical issues.  Contact Customer Care

Also Don't forget to checkout the many resources available to aid in rolling out this improved experinece

------------------------------
Nicholas Robinson
Senior Product Manager
Genesys - Employees
------------------------------