Genesys Cloud – Mode-driven workpanel and roster in Genesys Agent Workspace

In a future release, Genesys Cloud will introduce a mode-driven workpanel and roster experience in Genesys Agent Workspace that helps agents and associate users manage different types of work within a single workspace.

This update adds support for multiple roster modes, including Active, Inactive, History, and Contacts. Depending on permissions, users can switch between workload types using a Workpanel while maintaining a consistent interaction model across the workspace. The roster automatically aligns with active work when new interactions arrive, and users can access non-connected workitems separately from active interactions.

What’s changing

• Use a Workpanel to switch between available roster modes.
• Access Active mode for live interactions and connected work.
• Access Inactive mode for assigned workitems that are not currently connected.
• Access History mode to review previous interactions.
• Access Contacts mode to view and engage with external contacts.
• Automatically switch to Active mode when accepting an alerting interaction.
• Maintain separate filters, search results, and sorting preferences for each mode.
• Workpanel and mode visibility via license and/or permission.
• Preserve the current roster experience for users who do not have access to additional modes.

Why this matters

Agents and associate users often manage different types of work that require different workflows. Separating active interactions, non-connected workitems, historical interactions, and contacts into dedicated modes helps users focus on the task at hand without mixing unrelated work in the same view.

This update also ensures that the roster automatically reflects the user’s active workload, reducing the need to manually navigate between contexts. At the same time, permission-based access helps administrators introduce new capabilities without affecting users who do not need them.

The new architecture also provides a foundation for adding future workload types while maintaining a consistent workspace experience.

For more information, see the Agent Workspace Evolution community link.