Agent Desktop Navigation

To access the Agent Desktop screen, go to Configure > Agents > Agent Desktop. The Agent Desktop screen appears as below.

Select the Agent Desktop you wish to view/adjust from the Desktops drop-down list box.

The following fields are available in the main section.

• Desktop ID:  LiveVox assigned a unique desktop identifier code.
• Name:  Displays the name of the selected Agent Desktop.
• Description:  Displays a brief description of the selected Agent Desktop.
• Max Conference Parties: Select from the drop-down list the max number of participants that can be added by an agent into the conference (minimum value is 1, and the maximum value is 10).  
• Desktop Mode: Select the agent desktop mode from the drop-down list. Available options are:
  • Voice Agent: Allows you to configure a voice-centric agent desktop. This mode logs an agent into the voice channel with a focus on the Unified Agent Desktop. You can select the following agent desktop options:
    
    • Agent Panel: Provides the single-agent panel view of the Agent Desktop.
    • Agent Panel + Extended Panel: Provides the single-agent panel with the multiple widget view of the Agent Desktop. Selecting the extended panel will display a new tab, Extended Panel.
    • Agent Panel + Designer: Provides the single-agent panel with a designer agent desktop view of the Agent Desktop. Selecting this option will display a new tab, Designer.
      
  • Digital Agent: Allows you to configure Email, SMS, and Chat centric agent desktop. This mode logs an agent into messaging channels with a focus on consumer digital interactions. You can select the following agent desktop options:
    • Agent Panel + Extended Panel: Provides agent desktop in full screen with extended panel widgets. Selecting the extended panel will display a new tab, Extended Panel.
    • Agent Panel + Designer: Provides agent desktop in full screen with designer panel pages. Selecting this option will display a new tab, Designer.
  • Knowledge Worker: Allows you to configure desktop for your back-office agents. When you select Knowledge Worker from the Desktop Mode drop-down list, the Agent Logged In as Ready checkbox is selected by default. This places the agents automatically in the Ready status when they log on. The agents are not required to enter an account number when initiating an interaction or enter a termination code when ending an interaction. You can select the following agent desktop options:
    • Agent Panel + Extended Panel - Provides agent desktop in full screen with extended panel widgets. Selecting the extended panel will display a new tab, Extended Panel.
    • Agent Panel + Designer - Provides agent desktop in full screen with designer panel pages. Selecting this option will display a new tab, Designer.
• Messagebook Enabled: Enables the Messagebook tab. The screen pop displays the Messagebook button with the available Messagebook entries configured in it.  

The Agent Desktop editor offers the following tabs and buttons:

• Tabs
  • General: Provides different options to set the current agent desktop and call transfer options. For detailed information, see the Agent Desktop - General Tab section.
  • ScreenPop: Allows to set the data fields shown on Agent Desktop with the sequence. For detailed information, see the Agent Desktop - ScreenPop Tab section.
  • Desktop Native: Allows to set configurations for agent's full-screen recording and .NET functionality. For detailed information, see Agent Desktop - Desktop Native Tab section.
  • Associated Entities: Displays the services that utilize the selected desktop. For detailed information, see the Agent Desktop - Associated Entities Tab section.
  • Change History: The Change History tab tracks and displays the changes made to the Agent Desktop. For detailed information, see the Agent Desktop - Change History Tab section.
  • Extended Panel: The Extended Panel tab allows users to configure the extended panel widgets of the selected Agent Desktop. For more information, see the Agent Desktop - Extended Panel Tab section.
  • Designer Panel: The Designer tab allows you to configure the designer desktop which can be assigned to the required Agent Desktop. For more information, see Agent Desktop - Designer Tab section.
  • Messagebook: The Messagebook tab allows the user to configure the Messagebook entries for the selected agent desktop. For more information, see the Agent Desktop - Messagebook Tab section.
• Buttons
  • Add Agent Desktop: Creates a new agent desktop.
  • Copy Agent Desktop: Copies the selected agent desktop.
  • Delete Agent Desktop: Deletes the selected agent desktop.
  • Save Agent Desktop: Saves updates on the selected agent desktop.
  • Cancel:  Discards the changes.