Genesys Cloud
Agent UI multiple contextual panels
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2023-11-15 | - | Aha! link |
Extended release details
In a future release, Genesys Cloud will introduce a new multipanel agent interface that replaces the existing tab-based layout. Beginning in Fall 2024, as part of a future release and initially available through opt-in, the current interface (where agents switch between tabs to access different tools), will transition to a more dynamic design that displays multiple tools simultaneously. By Spring 2025, this change will be rolled out to all customers. The new multipanel agent interface introduces several changes and benefits, including the ability to:
- View multiple contextual panels simultaneously.
- Personalize the workspace by selecting which panels should be displayed by default and the order in which they appear for each interaction type.
- Personalize the workspace by setting the default size of conversation and contextual panels.
- Reduce accidental clicks and improve the visual hierarchy of participant(s) conversation controls.
The multipanel UI provides agents with a flexible workspace that allows them to view various tools and contextual customer information side-by-side, eliminating the need to switch tabs during interactions. This updated design also offers configurable options, letting agents configure panel sizes and layout to match their workflow preferences. This change aims to increase efficiency by reducing the time spent navigating between tools and making it easier to utilize AI features like Agent Copilot.
Previously, agents could only view one tool at a time. The new design not only provides a smoother workflow but also enhances the visibility of customer insights, enabling agents to resolve issues more effectively. Also, these updates apply to all interaction types, and the view will always be displayed in full width.
While the full transition will occur in Spring 2025, administrators can enable this feature early to allow agents to experience the benefits immediately. During the opt-in period, agents can switch back to the old interface if needed, ensuring a gradual and adaptable transition. Feedback from agents using the new UI has already shown improvements in key metrics, such as reduced handle time, fewer errors, and higher first-contact resolution rates.
The introduction of the multipanel UI is the first step in Genesys Cloud’s strategy to modernize the agent experience, making tools and insights more accessible and actionable in the age of AI.
Open the following sections to see the new UI.
The multipanel split-screen enables agents to see real-time performance statistics while managing multiple interactions.
Click the image to enlarge.
Click the image to enlarge.
For more information, see the Notes and wrap-up enhancements community page, and the Genesys Cloud – UI New Features in Genesys Community.
