Genesys Cloud - Main

Hello Genesys Cloud Community,

We've encountered a sudden and widespread issue in our organization (eu-west1 IE domain) where the multi-contextual panels for all our agents have disappeared. They have reverted to the legacy UI. This occurred after our organization received the weekly release (we are in the eu-west1 IE domain, so releases typically happen on wednesday).

Key problems:

• Panels Gone: All agents who previously had the multi-contextual panels enabled are now seeing the old, legacy interface.
• No Enable Option: The "Enable Multi-Contextual Panel" button is no longer visible within the agent interface.
• Admin Settings Missing: Critically, the admin settings related to these panels have vanished. Under Admin > Agent UI > Multi-panel Experience, the entire section (including the "All" permission) is completely missing.

We reviewed the February 17, 2025 release notes, which mention multi-contextual panels. However, the notes are unclear about the exact changes, only stating that the opt-in/opt-out feature will end on March 31st. This doesn't explain why the panels have completely disappeared and the admin controls are gone.

We are concerned that a recent release may have inadvertently disabled or removed this feature for our organization. It's impacting all of our agents.

Has anyone else in the eu-west1 (or other regions) experienced this issue? Any insights or suggestions from the Genesys team would be greatly appreciated. We need to understand:

1. Was there a specific change in the recent release that caused this?
2. Is this a bug, or an intentional change in functionality?
3. How can we restore the multi-contextual panels for our agents? Is there a workaround?
4. Why are the Admin Configuraion settings gone, and how to bring them back?

Thank you for your help!

#PlatformAdministration

------------------------------
Orhun Sahin
Software Development Engineer
------------------------------

Hello Genesys Cloud Community,

We've encountered a sudden and widespread issue in our organization (eu-west1 IE domain) where the multi-contextual panels for all our agents have disappeared. They have reverted to the legacy UI. This occurred after our organization received the weekly release (we are in the eu-west1 IE domain, so releases typically happen on wednesday).

Key problems:

• Panels Gone: All agents who previously had the multi-contextual panels enabled are now seeing the old, legacy interface.
• No Enable Option: The "Enable Multi-Contextual Panel" button is no longer visible within the agent interface.
• Admin Settings Missing: Critically, the admin settings related to these panels have vanished. Under Admin > Agent UI > Multi-panel Experience, the entire section (including the "All" permission) is completely missing.

We reviewed the February 17, 2025 release notes, which mention multi-contextual panels. However, the notes are unclear about the exact changes, only stating that the opt-in/opt-out feature will end on March 31st. This doesn't explain why the panels have completely disappeared and the admin controls are gone.

We are concerned that a recent release may have inadvertently disabled or removed this feature for our organization. It's impacting all of our agents.

Has anyone else in the eu-west1 (or other regions) experienced this issue? Any insights or suggestions from the Genesys team would be greatly appreciated. We need to understand:

1. Was there a specific change in the recent release that caused this?
2. Is this a bug, or an intentional change in functionality?
3. How can we restore the multi-contextual panels for our agents? Is there a workaround?
4. Why are the Admin Configuraion settings gone, and how to bring them back?

Thank you for your help!

#PlatformAdministration

------------------------------
Orhun Sahin
Software Development Engineer
------------------------------

Am I correct in understanding that these required permissions are gone from your organization?

I still see them in my own CX3-licensed us-east-1 organization

Hello Genesys Cloud Community,

We've encountered a sudden and widespread issue in our organization (eu-west1 IE domain) where the multi-contextual panels for all our agents have disappeared. They have reverted to the legacy UI. This occurred after our organization received the weekly release (we are in the eu-west1 IE domain, so releases typically happen on wednesday).

Key problems:

• Panels Gone: All agents who previously had the multi-contextual panels enabled are now seeing the old, legacy interface.
• No Enable Option: The "Enable Multi-Contextual Panel" button is no longer visible within the agent interface.
• Admin Settings Missing: Critically, the admin settings related to these panels have vanished. Under Admin > Agent UI > Multi-panel Experience, the entire section (including the "All" permission) is completely missing.

We reviewed the February 17, 2025 release notes, which mention multi-contextual panels. However, the notes are unclear about the exact changes, only stating that the opt-in/opt-out feature will end on March 31st. This doesn't explain why the panels have completely disappeared and the admin controls are gone.

We are concerned that a recent release may have inadvertently disabled or removed this feature for our organization. It's impacting all of our agents.

Has anyone else in the eu-west1 (or other regions) experienced this issue? Any insights or suggestions from the Genesys team would be greatly appreciated. We need to understand:

1. Was there a specific change in the recent release that caused this?
2. Is this a bug, or an intentional change in functionality?
3. How can we restore the multi-contextual panels for our agents? Is there a workaround?
4. Why are the Admin Configuraion settings gone, and how to bring them back?

Thank you for your help!

#PlatformAdministration

------------------------------
Orhun Sahin
Software Development Engineer
------------------------------