Genesys Cloud - UI New Features

Beginning April 28, 2025, agents must rely on their administrators to receive access to the multipanel workspace. Any agent currently with access to opt-in/opt-out will now only have access to the new Multipanel experience. As administrators roll out permissions for their users, we will leave the legacy experience available for an extended period of time.

After 28 April, any user with this permission: 

will work in the the Multipanel Workspace.

Users without that permission, will be able to use the legacy view until it is discontinued in the near future. It is best practice to get all agents using the multipanel workspace before the legacy workspace is retired. 

An important note: agents who were given permission for multipanel workspace, but continue to work in the legacy workspace (in other words, are opted out)  will be automatically moved to multipanel workspace on 28 April 2025. It is best practice to inform all agents with permission about this upcoming change so that they can  prepare. 

In summary, after 28 April 2025: 

With permission = using the multipanel workspace

No permission = using legacy workspace 

Allison, @Nicholas Robinson,

There is a "bug" that was introduced with the Multi-Contextual Panels GA.  We have opened a case with Genesys.

Prior to MCP GA and now with MCP disabled, agents can prepare Genesys for an outbound call (on behalf of a queue and the number to call populated.  Then the agent, as needed can switch to another application or browser and the Make Call popup remains in Genesys, ready to make the call.  This function/feature is used regularly by our Agents.

However, with MCP enabled, this is no longer possible.  With MCP enabled, agent prepares Genesys for an outbound call (queue and phone number populated).  If the agent switches to another application or browser, the Make Call popup is cleared and disappears.  This results in the agent having to start over for making an outbound call.

This "bug" is present when using Genesys via Chrome or the Desktop Application v2.38.792.0 or higher.

In addition to this "bug", the last minute decision (~10 days before GA) to enable split screen and the forced large size of the interaction window, makes the split screen function relatively useless for the majority of functions (Performance|Workspace, Admin, etc).

Another issue/difficulty with MCP is that the agents can only configure MCP (panels active, app size, panel size, etc while on an active call/interaction or when in ACW.

Another issue/difficulty in general is, there is no ability to disable specific panel/panels (via Organization Settings or Panel Manager) if an Organization does not use certain panels.

Best Regards,

Paul Studeny

Beginning April 28, 2025, agents must rely on their administrators to receive access to the multipanel workspace. Any agent currently with access to opt-in/opt-out will now only have access to the new Multipanel experience. As administrators roll out permissions for their users, we will leave the legacy experience available for an extended period of time.

After 28 April, any user with this permission: 

will work in the the Multipanel Workspace.

Users without that permission, will be able to use the legacy view until it is discontinued in the near future. It is best practice to get all agents using the multipanel workspace before the legacy workspace is retired. 

An important note: agents who were given permission for multipanel workspace, but continue to work in the legacy workspace (in other words, are opted out)  will be automatically moved to multipanel workspace on 28 April 2025. It is best practice to inform all agents with permission about this upcoming change so that they can  prepare. 

In summary, after 28 April 2025: 

With permission = using the multipanel workspace

No permission = using legacy workspace 

Allison, @Nicholas Robinson,

There is a "bug" that was introduced with the Multi-Contextual Panels GA.  We have opened a case with Genesys.

Prior to MCP GA and now with MCP disabled, agents can prepare Genesys for an outbound call (on behalf of a queue and the number to call populated.  Then the agent, as needed can switch to another application or browser and the Make Call popup remains in Genesys, ready to make the call.  This function/feature is used regularly by our Agents.

However, with MCP enabled, this is no longer possible.  With MCP enabled, agent prepares Genesys for an outbound call (queue and phone number populated).  If the agent switches to another application or browser, the Make Call popup is cleared and disappears.  This results in the agent having to start over for making an outbound call.

This "bug" is present when using Genesys via Chrome or the Desktop Application v2.38.792.0 or higher.

In addition to this "bug", the last minute decision (~10 days before GA) to enable split screen and the forced large size of the interaction window, makes the split screen function relatively useless for the majority of functions (Performance|Workspace, Admin, etc).

Another issue/difficulty with MCP is that the agents can only configure MCP (panels active, app size, panel size, etc while on an active call/interaction or when in ACW.

Another issue/difficulty in general is, there is no ability to disable specific panel/panels (via Organization Settings or Panel Manager) if an Organization does not use certain panels.

Best Regards,

Paul Studeny

Beginning April 28, 2025, agents must rely on their administrators to receive access to the multipanel workspace. Any agent currently with access to opt-in/opt-out will now only have access to the new Multipanel experience. As administrators roll out permissions for their users, we will leave the legacy experience available for an extended period of time.

After 28 April, any user with this permission: 

will work in the the Multipanel Workspace.

Users without that permission, will be able to use the legacy view until it is discontinued in the near future. It is best practice to get all agents using the multipanel workspace before the legacy workspace is retired. 

An important note: agents who were given permission for multipanel workspace, but continue to work in the legacy workspace (in other words, are opted out)  will be automatically moved to multipanel workspace on 28 April 2025. It is best practice to inform all agents with permission about this upcoming change so that they can  prepare. 

In summary, after 28 April 2025: 

With permission = using the multipanel workspace

No permission = using legacy workspace