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 | Icons | Element | Description |
|---|---|---|---|
| Contacts |
| Contacts | Displays all contact records, along with a search option. |
| Highlight | Displays important contact information. | |
| Detail | Displays the contact details of the selected contact. The contact details are dependent on the configuration. | |
| Interactions | Displays 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. | |
| Callback | Displays the assigned scheduled callbacks associated with a contact. | |
| Screen pop | Displays the customer data. | |
Accounts |
| Accounts | Displays 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. | |
| JIRA | Displays the integrated Jira application. | |
| RT Dashboard | Displays a live dashboard for tickets. | |
| Forms | Displays a ticket form for submission. | |
| Recently Viewed | Displays 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 Connect | LV 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:
| |
| SIQ Alerts | Displays all the speech IQ alerts | |
| Script |
| Script | Displays 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 |
| Portal | Displays 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. |
| Frame | Displays an external web application with dynamic variables. | |
| HTML | Displays an HTML. | |
| Image | Displays an image. |
