Genesys Cloud - UI New Features

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.

Looks like you created a custom role with just those permissions. Toggling should happen when you add or remove a user from that role and the user performs a refresh of the client.

Is that not the case for you?

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.

Looks like you created a custom role with just those permissions. Toggling should happen when you add or remove a user from that role and the user performs a refresh of the client.

Is that not the case for you?

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.

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Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority

Original Message:
Sent: 10-03-2025 10:43
From: George Ganahl
Subject: Toggle from New UI to Old UI Not Available

Looks like you created a custom role with just those permissions. Toggling should happen when you add or remove a user from that role and the user performs a refresh of the client.

Is that not the case for you?

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 10-03-2025 08:52
From: Rial Coleman
Subject: Toggle from New UI to Old UI Not Available

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority
------------------------------

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority
------------------------------

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority
------------------------------

@Rial Coleman - To expand on @George Ganahl's point, it looks like the checkboxes are not uncheckable because they're being controlled at the highest UI permission level. In other words, you'll first need to clear the word "new" from the search field and instead search for the word "UI". Once you do that you should be able to go through the list and uncheck "Enable" under the New Genesys UI Navigation permission.

Also for what it's worth, until we have everyone trained/communicated to, our Administrator team created a separate role called "NewUI" that only has that New Genesys UI Navigation permission enabled. We then assign that NewUI role to individual users either directly or through a special NewUI Group membership (the latter of which the local leadership controls when ready.)

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Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-03-2025 08:52
From: Rial Coleman
Subject: Toggle from New UI to Old UI Not Available

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority
------------------------------

@Rial Coleman - To expand on @George Ganahl's point, it looks like the checkboxes are not uncheckable because they're being controlled at the highest UI permission level. In other words, you'll first need to clear the word "new" from the search field and instead search using the keyword "UI". Once you do that you should be able to go through the list and uncheck "Enable" under the New Genesys UI Navigation permission.

Also for what it's worth, until we have everyone trained/communicated to, our Administrator team created a separate role called "NewUI" that only has that New Genesys UI Navigation permission enabled. We then assign that NewUI role to individual users either directly or through a special NewUI Group membership (the latter of which the local leadership controls when ready.)

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-03-2025 08:52
From: Rial Coleman
Subject: Toggle from New UI to Old UI Not Available

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.

------------------------------
Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority
------------------------------

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.

I created my own Custom role for the new UI. It's easier for me to control access with the toggle that comes with creating a custom role than to go through every agent and supervisor to assign and unassign the permissions. I then removed the default permission from the role "User" so that no one has access unless they are assigned the new Custom role. 

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.

Did we get confirmation that there is a toggle for this new UI that allows users to go between legacy and new UI until the enforced date?

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.

Confirmed Jae - There will not be a user/agent-level toggle to switch between the old/new UI. The aforementioned methods in this post will be the only way to enable/disable the new UI until it becomes permanent for all at the end of October.

Did we get confirmation that there is a toggle for this new UI that allows users to go between legacy and new UI until the enforced date?

According to the documentation, we should be able to toggle from new to old and vice-versa.  There is no option to do so.  For training purposes, it's imperative that we be able to toggle back and forth between interfaces before it becomes the default.  There is no permission to allow to toggle off.