# Panel Manager

| Topic | Detail |
|---|---|
| Navigation | `Admin → Contact Center → Panel Manager` |
| Purpose | Create custom UI panels embedded in the agent desktop for CRM systems, internal tools, dashboards, or web apps |
| Security Requirement | All embedded panel URLs must use **HTTPS** |

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## Overview

Panel Manager allows administrators to embed external tools directly into the Genesys Cloud agent workspace, eliminating the need for agents to switch between multiple applications during interactions.

### Two Types of Panels in the Agent Desktop

| Type | Description |
|---|---|
| Interaction Panels | System panels automatically created when a customer interaction occurs (voice, chat, email, etc.) — manage the conversation itself |
| Custom Panels (Panel Manager) | Administrator-created panels embedding external tools, CRMs, dashboards, or internal applications — provide supporting context |

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## Custom Panel Configuration Fields

| Field | Description |
|---|---|
| Panel Name | Name displayed to agents in the desktop |
| URL | Web application URL loaded in the panel — **must be HTTPS** |
| Icon | Visual identifier shown in the agent interface |
| Default State | Whether the panel loads automatically when an interaction begins |
| Role Assignment | Controls which users can see and access the panel |
| Width / Layout | Determines panel size and position in the desktop |

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## How to Create a Panel

1. Navigate to `Admin → Contact Center → Panel Manager`
2. Click **Create Panel**
3. Configure Name, URL (HTTPS), Icon, and Visibility settings
4. Save the configuration
5. Assign to the appropriate roles or agent groups

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## Best Practices

| Practice | Reason |
|---|---|
| Use HTTPS only | Security requirement — HTTP URLs will not load |
| Keep UI lightweight | Heavy applications slow the agent desktop and increase handle time |
| Limit total panels | Too many panels reduce usability and create cognitive overload |
| Align panels with workflows | Panels should directly support what agents do during calls |
| Use role-based access | Only expose panels to the teams that need them |

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/gTk6c0nN1jsxlsmQ-image-1772864076214.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/gTk6c0nN1jsxlsmQ-image-1772864076214.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/h07CG5DALvZXVDCi-image-1772864200038.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/h07CG5DALvZXVDCi-image-1772864200038.png)

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## Voice Interaction Panels

The following panels are available within the **Voice Interaction workspace**. Availability depends on enabled features, integrations, and licenses in the environment.

| Panel | Description |
|---|---|
| Agent Assist | Real-time transcription, AI suggestions, knowledge article recommendations, intent detection |
| Agent Assist (CCAI) | Google Contact Center AI — speech-to-text, smart reply suggestions, knowledge recommendations |
| Callback | Displays callback interactions assigned to agent with dial controls and outcome tracking |
| Canned Responses | Insert predefined messages from response libraries during voice interactions |
| Customer Journey | Interaction timeline showing previous customer touches across all channels |
| Notes | Record interaction notes for documentation and follow-up |
| Profile | Customer identity, contact attributes, and synchronized CRM data |
| Wrap-Up | Classify interaction outcome with wrap-up codes and manage ACW |

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## Interaction Panels by Channel

System-created panels that appear when an interaction is active:

| Channel | Panel Features |
|---|---|
| Voice | Call controls (hold, mute, transfer, conference), dial pad, notes, wrap-up codes |
| Chat | Real-time messaging, canned responses, file sharing, typing indicators |
| Message (WhatsApp/SMS) | Asynchronous conversations, persistent thread history, attachments |
| Email | Email composition, templates, attachments, threaded conversation history |
| Callback | Scheduled callback details, dial controls, wrap-up codes |
| Social Messaging | Social platform messages, thread tracking, media attachments |

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## Interview Cheat Sheet

| Question | Answer |
|---|---|
| What is Panel Manager used for? | Embedding external tools (CRM, dashboards, internal apps) into the agent desktop |
| What URL protocol is required? | HTTPS — HTTP will not load |
| What is the difference between Interaction Panels and Custom Panels? | Interaction panels manage conversations; custom panels provide supporting tools |
| What is the Agent Assist panel? | AI-driven panel with real-time transcription, suggestions, and knowledge recommendations |
| What does the Customer Journey panel show? | Previous customer interactions across all channels |