Genesys Cloud - UI New Features

Toolbox Administration Coming Soon - Targeting Late Q3 / Early Q4

(Panel / Tool locking)

Under development...user experience is subject to change prior to final release

What it does

When an admin pins a tool panel (Notes, Copilot, Canned Responses, Customer Journey, Profile, Wrap-up, etc.) in the Agent Workspace, that panel / tool now stays locked in place - agents can't move, or undock it.

If an agent tries anyway, they get an immediate, unmissable heads-up:

The banner flashes across the workspace, the panel snaps right back to where it belongs, and the layout you configured stays intact. Hover over a locked tool's icon in the collapsed ToolBox view and it's labeled right there too: "Notes (Pinned by admin)."

Why it matters

• Consistent agent experience - every agent on a queue sees the same layout, every time, no matter how much they fidget with panels mid-interaction.
• Fewer support tickets - no more "where did my Notes panel go" or "I can't find Copilot anymore" because someone accidentally dragged a panel off-screen.
• Better onboarding - new agents land in a workspace that's already set up the way your team needs it, instead of a blank slate they have to configure themselves.
• Compliance-friendly - if certain tools (like Notes or Wrap-up Codes) need to stay visible for QA or process reasons, this makes sure they actually do.

A couple of things to know

• Locking applies to placement/movement - agents can still use the tool normally (type notes, search canned responses, etc.), they just can't rearrange or undock it.
• Users can still change the size 

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Nicholas Robinson
Principal Product Manager
Genesys - Employees
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Hi Nicholas,

This looks like a really useful addition! 👍

I particularly like the ability for admins to pin and lock important tools such as Copilot, Notes and Wrap-up while still allowing agents to resize and use them normally.

Having a consistent workspace across agents should definitely help with onboarding and reduce situations where tools are accidentally moved or difficult to find.

Looking forward to seeing this rolled out! 😊

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Phaneendra
Technical Solutions Consultant
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HI @Phaneendra Avatapalli

Thank you one of many more features to come !!!

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Nicholas Robinson
Principal Product Manager
Genesys - Employees
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Original Message:
Sent: 09-03-2026 09:51
From: Phaneendra Avatapalli
Subject: Workspace Evolution - Toolbox Administration Coming Soon - Targeting Late Q3 / Early Q4

Hi Nicholas,

This looks like a really useful addition! 👍

I particularly like the ability for admins to pin and lock important tools such as Copilot, Notes and Wrap-up while still allowing agents to resize and use them normally.

Having a consistent workspace across agents should definitely help with onboarding and reduce situations where tools are accidentally moved or difficult to find.

Looking forward to seeing this rolled out! 😊

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Phaneendra
Technical Solutions Consultant
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Thank you!

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Camila Meneghini
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Thanks Nicholas,

This is something that came up during the original release of the multi-panel workspace so happy to see this. Based on the wording I wanted to check, is this configurable per queue and will there be an option to select a configuration rather than set these manually per queue?

My reasoning is that errors start to happen and new panels could mean updating in some cases multiple thousand queues.

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Richard Chandler
Connect
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Hello Nicholas!

This looks like a great change and I am excited to put it to use! One question I have is such: If an agent does not have access to a tool (such as Agent Copilot), but is on the same queue as agents who DO have access to the tool, are we still able to lock the toolbox?

Thanks so much and looking forward to release!

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Brendan
Systems and Development Analyst
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Hi Nicholas,

Thanks for sharing this - this is a feature we've been looking forward to!

Questions:

1. The post shows the Agent Workspace after the admin configuration has been applied. Could you share more details or screenshots of the admin configuration experience, specifically how tool panels are configured and pinned per queue? Also, echoing Richard's concern, will admins be able to apply a common configuration across multiple queues, rather than maintaining the tool panels individually for each queue?
2. Our agents often handle interactions from multiple queues. If different queues have different tool panel configurations, will the Agent Workspace dynamically update the tool panels based on the queue of the active interaction?
3. Will there be a Beta or Early Adoption program available for this feature before GA? We'd be very interested in participating.

Thanks!

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Rainbow
Software Engineer
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Hello!

This will be a helpful addition.  What is the granularity of the pinned tools? Division level? Global? By Queue? 

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Megan
Operations Analyst
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This is a great idea! Thank you for sharing - will be on the lookout for release.

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Bryn
Manager of Strategic Initiatives, Analytics
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Hi @Nicholas Robinson!

This is a very interesting addition. I'll be following it.

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Juliano Fernandes Mendes Pimentel De Paiva
Genesys Analyst
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