Page tree

Accessing the Agent Desktop Screen

To access the Agent Desktop screen:

Go to Configure > Agents > Agent Desktop.
The Agent Desktop screen appears, displaying the following fields in the main section.

FieldDescription
Desktops Select a desktop.
Desktop IDThis field contains a unique identifier for the desktop.
NameEnter a name for the desktop.
Description

Enter a description for the desktop.

Max Conference Parties

Select the maximum number of participants that the agent can add to the conference.

Minimum number is 0; maximum number is 10.

Agent PanelSelect this option if you want a single agent panel view of the Agent Desktop.
Agent Panel + Extended Panel

Select this option if you want a single agent panel view with the multiple widget view of the Agent Desktop.

If you select the option, the Extended Panel tab appears.

Agent Panel + Designer

Select this option if you want a single agent panel view with the designer agent desktop view of the Agent Desktop.

If you select the option, the Designer tab appears.

Messagebook Enabled

Select this check box if you want to associate the message book entries with the Agent Desktop.

If you select the check box, the Messagebook tab appears


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

The Agent Desktop editor offers the following tabs and buttons:

  • Tabs
    • General - Provides different options to set current agent desktop and call transfer options. For detailed information, see Agent Desktop - General Tab section.
    • ScreenPop - Allows to set the data fields shown on Agent Desktop with sequence. For detailed information, see 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 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 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 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 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.
  • No labels