Genesys Cloud - UI New Features

@Allison Castelot I've provided feedback in the ideas lab about the window layout using MCP - Tools Panel in Multi Contextual Panel | Genesys Cloud Ideas Portal

The issue is we run a 3rd party CRM in the main window, and ideally we need the most real estate possible to display it.

Issue 1: Tools panel cannot be hidden

In the legacy 'tabbed' mode, users can hide the ACW panel to get close-to full screen for the CRM, but in MCP we can no longer hide the Tools panel - instead it leaves the panel open and says you have no tools selected. 

Even with the main window set to maximum (X-Large) and the Tools panel set to the smallest size (Small), it takes up unnecessary screen real estate.

Suggested solution: Tools panel should auto-hide when no Tools are selected

Issue 2: Fixed sizing options

Our WFH agents have different externally attached monitors. In almost all setups, trying to get the optimal sizing almost always results in some amount of empty white space to the right of the Tools Panel.  

In some cases users were forced to change their resolution away from the recommended setting to achieve a better layout, but this resulted in a loss of image quality/resolution.

Suggested solution: flexible (user controlled) sliding resize options

Issue 3: Unable to easily copy inbound callers phone number

In the Legacy UI the callers phone number is displayed above the call control buttons and can be copy/pasted from there. In MCP the callers phone number is not displayed in the main interaction panel, and users need to enable the 'Profile' panel to access the callers phone number. 

This means they need to enable an additional panel - further eating into the screen real estate available for the CRM.

Suggested solution: display the callers number in the interaction details so it can be easily copy/pasted without needing to enable an additional Tools panel

The combination of the above limitations with MCP have meant almost all our agents have opted-out of MCP and remain on the Legacy UI for now. 

I believe the only issue we could address on our side is Issue 3 - we could pop the callers number using the script, but the other changes will require Genesys to implement improvements.

At this stage I will disable the permission prior to 28th April so agents remain on the Legacy UI.

@Darshan Dave - product team tells me that 28 April 2025 will be the day the agent opt-in and opt-out is gone. After April 28, agents with permission turned on, will see multipanel. 

@Joshua Civitareale product team tells me that 28 April 2025 will be the day the agent opt-in and opt-out is gone. After April 28, agents with permission turned on, will see multipanel. 

@Joshua Civitareale understood! if you can, use the remaining opt in time to get everyone up to speed. we'll announce when the opt-in and opt-out toggle will go away in advance 

@Allison Castelot of course :) just trying to mitigate UI changes for customers where maybe only a handful of agents are trying the new UI

@Joshua Civitareale yes - removing permission would put all agents into the legacy tabbed workspace... can't let an opportunity go by to gently remind you that this is not Genesys' preferred choice and eventually all agents will be on multipanel and that legacy tabs will go away (of course I understand you're going through your process!) Thanks for your partnership :) 

Hey @Allison Castelot, thanks for the reply. Can I confirm what is the outcome when we remove the permissions from the role all together? Does that mean that they stay on the legacy UI?

Hey @Joshua Civitareale

Agents with permission will see multipanel, agents without permission will see the legacy UI

When the opt-in/opt-out agent toggle is gone, agents who have the permission will be in multipanel whether or not they opted-in.

So, for example, if an agent got the permission in December and never opted in, or opted in and then opted out, that agent would be moved to multipanel when the toggle is gone. 

If an agent got permission in December and opted-in, they wont see any change when the toggle is gone. They'll just stay in multipanel. 

Hope this helps, let me know if you have any questions. 

Hey @Allison Castelot 

Can I confirm my understanding - Agents who have opted in for the new multicontextual panels will STAY on it and those agents who have the permission but have NOT opted in will not have access anymore regardless of removing permissions.

@Darshan Dave 

hey! 

if you choose to remove permission from the whole group of users, even ones who had opted in would revert back to the legacy view. I think the more favorable course of action would be getting all users who have the permission to opt in, so that you can keep the permission on and everyone can be using the multipanel version 

What will be the impact on the users who are already opted-in when we remove the permission from the whole group of users?

If the organization is not ready and only few users have opted-in, will removing the opt-in permission from their role automatically make their UI legacy? Will this change immediate or after March 31?