.Design Tab vU11

You can use the Design tab to design the pages of an agent desktop. The tab contains the following panels:

• Pages: Displays the pages available within the designer desktop.

• Desktop Toolbar: Provides a list of all available elements and containers and a description of which page and element is currently being viewed.

• Canvas: Provides a space to insert components and containers displayed on the designer desktop.

The Design tab enables you to construct your desktop by dragging components to the canvas.

Desktop Toolbar

The Desktop toolbar displays the elements and containers that you can use when designing a page.

Elements

The Elements panel enables you to enable, disable, and re-arrange different components on the agent desktop.

To add an element, drag the element toiner to the canvas or double-click the element. Each element contains the following icons:

• Up arrow : Enables you to collapse or expand the panel.

• Close : Enables you to delete the component from the page.

Account

The Account component contains the following panels:

• Accounts List: Enables you to configure a panel that enables an agent to view a list of all account records, along with the associated Ticketing, Contacts, and Notes components.
• Accounts Notes: Enables you to configure a panel that enables an agent to view a list of all account notes, along with the advanced search option.

Contacts

The Contact component is a set of single-panel components whose fields and values originate from various sources (for example, Contact Manager, Consent Management, Scripter, or the database that is required for Designer).

The Contact component contains the following panels:

• Contact Actions: Enables you to configure a panel that enables an agent to set reminders for follow-up activities against a record (for example, emails or phone calls).
• Contact Interactions: Enables you to configure a panel that displays all multi-channel activity history for the contact.
• Contact Detail: Enables you to configure a panel that displays the selected or all fields within Contact Manager and defines the position, layout, and the characteristics of the fields (for example, if a field can be modified or not).
• Contact Directory: Enables you to configure a panel that displays the phone numbers and the email addresses associated with a contact record and enables agents to modify or add new ones.
• Contact Highlight: Enables you to configure a panel that displays all customer information for each contact record for easy validation.
• Contact Notes: Enables you to configure a panel that displays any notes added to a contact record.
• Contacts List: Enables you to configure a panel that displays the entire Contact Manager list, along with the advanced search option and click-to-dial capabilities.

Script

The Script component is a single-panel component that contains subscripts directing an agent to perform specific actions (for example, collecting credit card information).

The Script component contains Script Panel, which enables you to configure a panel that displays the configured script (through U-Script) for the specific service.

Agent

The Agent component contains the following panels:

• Queue: Enables you to configure a panel that displays all active agent tasks, along with the advanced search option and click-to-action capabilities. Depending on the configuration, agents can access arbitration, e-learning, coaching, and scheduling tasks through their work queue.

  You can specify the tasks that can be viewed on an agent's work queue when defining the properties of the Queue component.

• Scheduler: Enables you to configure a panel that displays the agent scheduling component.

• Stats: Enables you to configure a panel that displays the agent statistics component. This component displays the following types of statistics:

  • Time Distribution: Displays the time spent by the agent on productive and non-productive states.
    
  • Term Code Distribution: Displays the current work day’s call results.
  • Productivity: Displays a view of the agent's performance as compared with other top performing agents.
    

Ticketing

The Ticketing component contains the following panels:

• JIRA: Enables you to configure a panel that is integrated with the Jira application for ticketing.
  
  

• Ticketing: Enables you to configure a panel for agent desktop with advanced LiveVox Ticketing Application with embedded Accounts, Contacts and Notes component.
  
  

• Tickets: Enables you to configure a panel that displays a list of all tickets, along with the advanced search option.
  
• Tickets Dashboard: Enables you to configure a panel that displays an overview of active tickets, statuses, and assignments in four graphical quadrants.
  

Others

The Other component enables you to optionally display multiple scripts simultaneously on the agent desktop. It contains the following panels:

• Banner: Enables you to configure a panel that displays the configured image as a banner.

• External App: Enables you to configure a panel that displays an external web application.

• Home Bar: Enables you to configure a bar that displays an account name and a search box.
  

• HTML: Enables you to configure a module that customizes the agent desktop panel based on HTML.

Containers

Containers are used to hold the components. You can view a list of containers by clicking the Containers arrow. To add a container, drag the required container to the canvas or double-click the container.

The following containers are available:

• Tabs: Enables you to configure a panel for the agent desktop that displays the components as tabs in the panel.
• Rows: Enables you to configure a panel for the agent desktop that displays the components in a horizontally stacked list.
• Columns: Enables you to configure a panel for the agent desktop that displays the components in a vertically stacked list.
• Accordion: Enables you to configure the Accordion panel for the agent desktop. This panel can be expanded or collapsed by agents. It displays the components in a vertically stacked list.
• Navigator: Enables you to configure a panel for the agent desktop that displays the components as tabs in the panel. It directs an agent to the tab associated with the related component automatically if the agent double-clicks the field. Agents do not need to go to the required tab manually. For example, if an agent double-clicks a specific contact row from the Contact List page, the details of the contact appear if the Contact Details panel is added as another tab.