You can use the Design tab to construct an agent desktop by dragging the components to a canvas. The tab contains the following sections:
- Pages: This section appears as a left pane, displaying pages that you can design.
Desktop toolbar: This section appears below the tab heading, displaying elements and containers that you can use to design pages.
For more information, see the Element Descriptions and Containers sections.
- Canvas: This section appears next to the left pane (that is, pages), displaying a space to add elements and containers from the desktop toolbar.
Element Descriptions
The following table describes the elements that appear on the desktop toolbar.
| Group | Element | Description |
|---|---|---|
| Contacts | Contacts | Displays all contact records, along with the search option, on the agent desktop. The fields and their values originate from various sources. To know the basic fields of Contact Manager and Consent Management, see Contact Manager: Contacts Tab. |
| Contacts | Highlight | Displays important contact information, on the agent desktop. |
| Contacts | Detail | Displays the contact details of the selected contact. The contact details that appear are dependent on the configuration. |
| Contacts | Interactions | Displays all the attempted and successful interaction history associated with a contact, on the agent desktop. |
| Contacts | Actions | Displays all contact tasks, along with the 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, on the agent desktop. |
| Contacts | Directory | Displays all the phone numbers and the email address associated with a contact, along with the option for an agent to modify them, on the agent desktop. |
| Contacts | Notes | Displays all the notes associated with a contact, on the agent desktop. |
| Contacts | Callback | Allows you to configure the Contact Schedule Callbacks element on the page. This enables an agent to view any assigned scheduled callbacks associated with a contact. |
Accounts | Accounts | Displays all accounts, along with the search option, on the agent desktop. |
| Accounts | Dashboard | Displays a graphical representation of the account overview, volume, peak hours, peak days, agents, and agent teams, along with all accounts, on the agent desktop. |
| Accounts | Notes | Displays all account notes, along with the search option, on the agent desktop. |
| Ticketing | Ticketing | Displays the ticketing application, along with the associated accounts, contacts, and notes, on the agent desktop. |
| Ticketing | 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, on the agent desktop. |
| Ticketing | Tickets | Displays all tickets, on the agent desktop. |
| Ticketing | JIRA | Displays the integrated Jira application, on the agent desktop. |
| Ticketing | RT Dashboard | Displays a live dashboard for tickets, on the agent desktop. |
| Ticketing | Forms | Displays the form application, on the agent desktop. |
| Agents | Queue | Displays all the tasks for agents, along with the advanced search option, on the agent desktop. If this desktop is enabled, 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. |
| Agents | Schedule | Displays the schedule for agents, on the agent desktop. |
| Agents | Stats | Displays the following statistics for agents, on the agent desktop:
|
| KB | Portal | Displays the Knowledge Base portal, on the agent desktop. |
| Script | Script | Displays the configured script (through the script builder) for a specific service to direct agents when performing specific actions (for example, credit card collection or welcoming), on the agent desktop. |
Other (This group contains elements that you can use to simultaneously display multiple scripts in the Agent Desktop.) | Home Bar | Displays the Home Bar section, which contains the account name, a search box, various icons, and tooltips, on the agent desktop. You can configure the properties of this section on the Properties tab.
|
| Other | Frame | Displays the External App section, which contains the external web application, on the agent desktop. |
| Other | HTML | Displays the HTML section, which contains the HTML to configure the agent desktop, on the agent desktop. |
| Other | Image | Displays the Banner section, which contains the configured image, on the agent desktop. |
Containers
The following containers are available on the desktop toolbar:
- Navigator: Groups components in a horizontal menu.
- Tabs: Displays components as tabs on the agent desktop.
- Rows: Displays components in a horizontally stacked list on the agent desktop.
- Columns: Displays components in a vertically stacked list on the agent desktop.
- Accordion: Displays components in a vertically stacked list on the agent desktop, enabling an agent to expand and collapse them.
- Navigator: Displays components as tabs on the agent desktop. It directs agents to the related component tab automatically if they double-click a field; agents do not need to go to the required tab manually. For example, if an agent double-clicks a contact row in the Contact List section, the agent is presented with the details of the contact if the Contact Detail section is added as another tab.
Designing an Agent Desktop Page
Before you begin to design a page for an agent desktop, ensure that the desktop is published.
To design a page for the agent desktop:
- On the Configure tab, click Agents > Agent Desktop.
The Agent Desktop window appears. In the Desktops field, select the agent desktop for which you want to design a page.
Ensure that the Agent Panel + Designer option is selected.
- Click the Designer tab.
In the Designer Desktop field, select the designer desktop for which you want to design a page.
Click the Open Designer in new tab icon
.
The Designer window appears in a new tab.By default, the initial page is created and active. If you want to design this page, go to step 9.
- In the Design section, click New Page.
The New Page window appears. Specify values in the following fields:
Name: Enter a name for the page.
Description: Enter a description for the page.
Set as initial page: Select the checkbox if you want the page to appear first on the agent desktop.
- Only a page that is saved as the initial page is made active.
- Only one page can be made active.
- Only the active page appears on the agent desktop.
Click Save.
The page is created.On the desktop toolbar, click the elements or containers that you want to appear on the page. Alternatively, you can drag the elements or the containers to the canvas.
- To collapse a panel on the canvas, click the up arrow icon
on the panel. - To delete a panel from the canvas, click the close icon
on the panel.
- To collapse a panel on the canvas, click the up arrow icon
Click Save.
The page is designed.- To copy the page, on the Options menu, click Copy Page, modify the values in the fields in the Copy window as required, and then click Save.
- To rename or modify the page, on the Options menu, click Rename Page, modify the values in the fields as required in the Edit window, and then click Save.
- To delete the page, on the Options menu, click Delete Page, and then click Yes in the Confirm window.
- To change the color of the page, on the Options menu, click Change Page Theme, and then select the color that you want for the page in the Theme drop-down list box.
- To delete all the panels from the canvas, click Refresh or click Clean Page on the Options menu.
- To deactivate the page, clear the Page Active checkbox.