The elements that you select in the toolbar on the Design subtab appear on the Agent Desktop as sections. The following table contains descriptions of the elements.
| Group | 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 | Ticketing | Displays the ticketing application, along with the associated accounts, contacts, and notes, enabling your agents to manage tickets from multi-channel sources. |
| 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. | |
| Tickets | Displays all tickets, along with a search option. | |
| JIRA | Displays the integrated Jira application. | |
| RT Dashboard | Displays a live dashboard for tickets. | |
| Forms | Displays a ticket form for submission. | |
| Agents | 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. |
| Schedule | Displays the assigned schedule for agents. | |
| Stats | Displays the following statistics:
For information about these statistics, see Property Descriptions 1. | |
| KB | Portal | Displays a Knowledge Base portal. |
| 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). |
Other This group contains elements that you can use to simultaneously display multiple scripts on the Desktop. | 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. |