Genesys Cloud
Control workitem layout and visibility with new custom interaction panels

In a future release, Genesys Cloud allows administrators the ability to control the layout and display of a workitem using custom interaction panels. This feature is the first in a series of planned enhancements aimed at improving work automation by offering greater control over how workitems, tasks, and cases are managed and presented. 

Why this matters?

Previously, all workitems appeared in a standard layout that could not be customized for different roles or use cases. With this release, administrators can define what information appears on a workitem and how it is organized, ensuring that agents only see the most relevant details, in a clear and streamlined format.

What’s changing?

• Admin-defined views – Admins can create and assign layouts that control the visibility and arrangement of fields within a workitem.
• Improved agent experience – Agents see only the information needed for their role, reducing clutter and confusion.
• Customizable form components – Admins can choose from a set of input and display components, and control their order, size, and whether they are editable.
• Schema-driven configuration – Supports schema-based display with the ability to include only selected fields relevant to the form’s context.
• Agent preview mode – Allows admins to preview how a form appears to agents, ensuring the layout and content meet user needs.
• Built-in validation and safeguards – Includes save/cancel functionality and prevents invalid configurations through embedded guardrails.

Benefits

• Supports non-technical users with simpler, more intuitive interfaces.
• Provides organizations with greater flexibility to tailor workflows.
• Enhances productivity by focusing attention on critical information.