AI-generated summary
Genesys Cloud's Agent Workspace multipanels feature provides dynamic tool tabs including Agent Copilot, Canned Responses, Conversation Details, Customer Journey, Notes, Profile, Script, and Wrap-up Code to support agent interactions. Tool availability depends on interaction type, media type, organizational features, user permissions, interaction state, and custom integrations, with panels adjusting based on roster selection and interaction state changes.
Administrators can configure default tool panels; when not specified, Genesys Cloud displays the Profile panel by default. Tools operate in three distinct states: Stopped, Running (visible), or Running (hidden). The system retains user panel preferences, including pinned and visibility states, for each channel type and reloads them for subsequent interactions of the same media type, unless an administrator-specified default panel overrides previous settings.
Resource management is critical in the multipanels environment. Each active panel consumes system resources, and users should close unused panels rather than merely hiding them to prevent resource depletion and maintain system performance. Genesys Cloud enforces a cap on simultaneously running tools, though this limit does not account for individual tool resource weight. The system automatically persists stopped tools without incurring resources when interactions are routed, and users can manually close and stop tools to reclaim system resources when experiencing performance issues. During interactions, Genesys Cloud may automatically display certain panels, such as the wrap-up panel upon conversation disconnect; if these panels were not previously active, they are not persisted as auto-start panels in subsequent interactions of the same type. Users experiencing performance concerns are advised to proactively close unused tools to optimize system efficiency and maintain optimal platform operation.