Genesys Cloud
Deprecation: CX digital agent workspace

Announced on Effective date Aha! idea
2023-06-28 2023-08-30 -

On August 30, 2023, Genesys will turn off permissions to access the CX digital agent workspace, originally introduced in November, 2022, and will remove the CX digital agent workspace.

Desktop enhancements to the omnichannel CX agent workspace in Fall, 2023 enable Genesys to deliver a single desktop experience to support all types of users. This single, flexible desktop will support voice and digital experiences, and replaces the need for a separate desktop.

This image shows the sample deprecated view, accessed from apps.mypurecloud.com.ed/digital-desktop.

FAQs

Am I affected?

If you use the CX digital agent workspace, the deprecation affects you. You will no longer be able to access the CX digital desktop and must to use the omnichannel CX agent workspace.

What are the impacts? 

The digital agent workspace and the permissions related to the CX digital agent workspace will no longer be available. 

With the upcoming desktop improvements, Genesys will offer a single, flexible desktop that supports voice and digital experiences. Because the single CX agent workspace encompasses the advantages of both the CX agent workspace and the CX digital agent workspace, a separate CX digital agent workspace is no longer necessary.

How can I prepare for this deprecation?

If you use the CX digital agent workspace, make sure that you establish a plan to move your agents to the omnichannel CX agent workspace before August 30, 2023, the date that permissions to access the CX digital agent workspace will end. To remove CX digital agent workspace permissions, follow these steps:

  1. Click Admin
  2. Under People & Permissions, click Roles/Permissions.
  3. Search for the appropriate roles and disable these permissions:
    • UI > digitalDesktop > All permissions
    • UI > digitalDesktop > View

To familiarize yourself with the omnichannel CX agent workspace, see the Navigate the Interactions panel article.

If you decide to implement omnichannel CX agent workspace before August 30, 2023, make sure that the omnichannel CX agent workspace is part of your deployment and not the CX digital agent workspace. 

What if I need help or have questions?

Contact My Support.