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You can select elements from the Elements section in the Design subtab, which appears on an agent's desktop.  


For more information about element properties, see Properties. see .Properties 1 vU17.

The following table contains all the elements with the associated icons and a description of the elements.

Group

IconsElementDescription
Contacts


Contacts

Displays all contact records, along with a search option.


HighlightDisplays important contact information.


Detail

Displays the contact details of the selected contact.

The contact details are dependent on the configuration.


InteractionsDisplays all the attempted and successful interaction history associated with a contact.


Actions

Displays all contact tasks, along with a search option and the option for the agent to set reminders for follow-up activities (such as an email or a phone call) for a contact.


Directory

Displays all the phone numbers and email addresses associated with a contact, along with the option for an agent to modify them.


Notes

Displays all the notes associated with a contact.


CallbackDisplays the assigned scheduled callbacks associated with a contact.


Screen popDisplays the customer data.

Accounts 


AccountsDisplays all accounts, along with a search option.


Dashboard

Displays a graphical representation of the account overview, volume, peak hours, peak days, agents, and agent teams, along with all accounts.


Notes

Displays all account notes, along with a search option.


Ticketing

Tickets

Displays the ticketing application and associated accounts, contacts, and notes, enabling your agents to manage tickets from multi-channel sources.

Displays all tickets, along with a search option.

Dashboard

Displays a graphical representation of the ticket overview, volume, peak hours, peak days, agents, and agent teams, along with a list of all tickets.


JIRADisplays the integrated Jira application.


RT DashboardDisplays a live dashboard for tickets.


FormsDisplays a ticket form for submission.


Recently ViewedDisplays all the recently viewed tickets in the agent dashboard.
Agents


Work Queue

Displays all the tasks for agents, along with a search option. Agents can access arbitration, e-learning, coaching, and scheduling tasks through their work queue. You can also specify the tasks to appear in the work queue of agents.

Adherence
The Agent Schedule Adherence screen displays the scheduling adherence and conformance data for a single day and multiple days. A single day data is further divided into summary and hourly. 

Schedule
Displays the assigned schedule for agents.


LV ConnectLV Connect acts as a notification or a bulletin board channel specifically designed for the content center. It displays real-time alerts, posts, and notifications to ensure that agents and managers have up-to-date information about their team and tasks. It acts as a centralized tool for the managers to post updates or reminders to their respective teams, individuals, or an entire group.

Stats

Displays the following statistics:

  • Productivity
  • Term Code Distribution
  • Time Distribution

    For information about these statistics, see Property Descriptions.

SIQ AlertsDisplays all the speech IQ alerts
Script

ScriptDisplays the script configured through Scripts for a specific service to direct agents when performing specific actions (for example, credit card collection, welcoming).
Analytics

Business Intelligence The Analytics dashboard displays organized data points related to inbound calls, outbound calls, chats, emails, and Short Message Service (SMS) statistics.
KB

PortalDisplays a Knowledge Base portal.

Other

This group contains elements that you can use to simultaneously display multiple scripts on the Desktop.76px

Home Bar

Displays a home bar, which contains the account name, search box, and icons that can be configured to display different pages.


FrameDisplays an external web application with dynamic variables.


HTMLDisplays an HTML.

ImageDisplays an image.




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