Genesys Cloud - UI New Features

I couldn't find any discussion about 'Apps' being less accessible in the new UI. Are there any plans to add it to the 'Search' or within the Agent Workspace? Right now, agents need to click Menu > Apps > [The App].

Hello Tobias,

I have moved your question to the UI New Features community. Hopefully one of the experts there will be able to assist you with this.

Hi,

I couldn't agree more. This is a critical issue that directly impacts agent workflow, and I'm glad you've started a dedicated topic for it. I have also raised this exact point myself.

For many agents, the custom applications listed under 'Apps' are not just secondary tools; they are their primary workspace. Integrated CRMs, for example, are where agents spend the majority of their day. Forcing them to go through multiple clicks (Menu > Apps > [App Name]) every time they need to access their main screen is a significant step backward in terms of efficiency and a major point of friction.

This is a significant concern that has been raised by many others in the main, longer feedback thread for the new navigation as well. I believe there are two key improvements that are essential to fix this:

1. Global Search Integration: At a bare minimum, all custom applications under 'Apps' must be indexed and appear in the global search results. An agent should be able to type the name of their CRM and navigate to it directly.

2. Customizable Quick Access Buttons: The ideal and most powerful solution would be to give administrators the ability to add specific apps as quick access buttons in the top-right bar, right alongside the 'Agent Workspace' button. This would provide the one-click access that is necessary for such fundamental tools.

Hoping the Genesys product team sees how crucial this is for agent efficiency and gives this the high priority it deserves.