Work with multipanels in the Agent Workspace

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To the right of the Agent Workspace, multipanels feature icons for Tool tabs that can include the following and others:

• Agent Copilot
• Canned Responses
• Conversation Details
• Customer Journey
• Notes
• Profile
• Script
• Wrap-up Code

These tools support you as you process interactions. The tools available are dynamic and depend on the following factors: interaction, media type, org features and user permissions, interaction state, and custom integrations. The available tools and panels change in response to your selection in the roster and as the interaction changes state. 

Keep these thoughts in mind:

• Your admin can specify your default tool panel. If your admin does not specify the default panel, Genesys Cloud displays the profile panel, if available. For more information, see Specify default panels for agent interactions. 
• Tools can be in one of the following states:
  • Stopped
  • Running (visible)
  • Running (hidden).
• Genesys Cloud remembers your last used panels (including pinned, stopped/running, and visible/hidden states) for each channel type and displays those panels on future interactions of the same media type. If your admin specifies a default panel, Genesys Cloud always displays that pane when an interaction starts regardless of the previous interaction state.
• Use of each panel requires your computer’s resources. The more panels that you use, the more you burden your system. To stop a panel from using resources, click Close . If you toggle the panels off via the toolbar, you only hide the panel, and it continues to consume resources. 
• Also, when you receive an interaction, the previous tool configuration is reloaded, including auto-staring tools, which may or may not be visible.
• Genesys Cloud caps the number of tools you can run at any particular time; however, this count does not account for a tool’s resource weight. In general, if you experience RAM or system performance, Genesys recommends that you proactively click Close and fully stop the tool and reclaim resources.
• Genesys remembers stopped tools for future interactions and does not automatically incur system resources when routed.
• As you work through your interaction, Genesys Cloud may automatically start and display certain panels, for example, the wrap-up panel when you disconnect the conversation. If you did not have the panel active already, Genesys does not persist this panel as an auto-start panel in future interactions of the same type.