Genesys Cloud
Deprecation: Removal of collapse/expand control to enforce full width agent interaction UI

Due to a number of dependencies, Genesys has postponed the take effect date for the removal of the collapse and expand controls in the agent interaction UI from May 25, 2022 until a later date.

As a result the agent interaction UI will always appear full width when you select the Interactions icon on the side bar. Selecting any application from the top bar will hide the agent interactions UI. You can click the corresponding icon from the sidebar to unhide the agent interactions UI. For more information and a preview of the new behavior, see Removal of collapse and expand controls from agent Interactions UI in the Genesys Cloud Community.

FAQs

Am I affected?

All agents who use the agent interaction UI and have any application from the top bar selected at the same time are affected. 

How can I prepare for this deprecation?

If your organization has embedded custom applications that agents must use during interactions with customers, Genesys recommends that you embed those applications using the Interaction Widgets integration approach. For more information, see Set up an Interaction Widget integration for details.

What if I need help or have questions?

Contact My Support.