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 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 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 How to Create a Panel Navigate to Admin → Contact Center → Panel Manager Click Create Panel Configure Name, URL (HTTPS), Icon, and Visibility settings Save the configuration Assign to the appropriate roles or agent groups 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 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 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 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