Property Descriptions 1

Introduction

You can configure the properties of the sections that appear on the Agent Desktop through the Properties subtab of the Desktops tab.

Property Descriptions

The following tables describe the fields and buttons that appear above the canvas on the Properties subtab in the specified sections.

In the following table:

The Element column contains those elements of the Design subtab for which the fields or buttons specified in the Field/Button column appear on the Properties subtab.
The Element column also contains the sections within which the specified elements appear on the Design subtab, in the following format:
- <Section 1>:
  - <Element 1>
  - <Element 2>

Allowed Tasks Section

When you select a work queue, the following options are enabled in the Properties tab.

Element	Field/Button	Description
Agents: Work Queue	Acknowledgement	Enables you to specify if acknowledgment tasks for the agent are displayed on the Desktop.
	Arbitration	Enables you to specify if arbitration tasks for the agent are displayed on the Desktop.
	Email	Enables you to specify if email tasks for the agent are displayed on the Desktop.
	Callbacks	Enables you to specify if callback tasks for the agent are displayed on the Desktop.
	SMS	Enables you to specify if SMS tasks for the agent are displayed on the Desktop.
	Notification	Enables you to specify if notification tasks for the agent are displayed on the Desktop.
	Coaching	Enables you to specify if coaching tasks for the agent are displayed on the Desktop.
	eLearning	Enables you to specify if e-learning tasks for the agent are displayed on the Desktop.
	Scheduling	Enables you to specify if scheduling tasks for the agent are displayed on the Desktop.
	SIQ Scoring code	Enables you to specify the Speech IQ score for the agent.

Buttons or Shortcuts Section

The name of the section depends on the selected element.

Element	Field/Button	Description
Accounts: Accounts List Contacts: Contacts List Ticketing: Ticketing Other: Home Bar	Configure (name of the button depends on the selected element)	Enables you to configure function buttons. For more information, see Configuring a Function Button.

Content Section

Element	Field/Button	Description
Contacts: Contact Actions Contact Detail Contact Directory Contact Highlight Contact Interactions Contacts List Contact Notes Contact Scheduled Callbacks Screen Pop Accounts: Accounts Dashboard Accounts List Accounts Notes Ticketing: Forms JIRA Ticketing Dashboard Ticket List Tickets RT Dashboard Agents: Work Queue LV Connect Adherence Stats SIQ Alerts Schedule Script Script Analytics BI KB: Portal Other: Frame Home Bar HTML Image	Title	Enables you to specify a title for the section.
KB: Portal	KB Portal	Enables you to specify a published Knowledge Base (KB) portal (online library of information) for the Desktop.
Ticketing: Forms	Ticket Form	Enables you to specify a published ticket form (template for tickets) for the Desktop.
Agents: Stats	Stat	Enables you to display the following statistics on the Desktop: Productivity: Represents the performance of an agent versus the performance of top-performing agents. Term Code Distribution: Term Codes (disposition codes) are result codes that represent the outcomes of calls handled by an agent. (Agents are required to select a termination code when ending a call.) This statistic represents the number of the following call results for the current day: Non Contacts RPC Complete: Right Party Contacts Complete. RPC Incomplete: Right Party Contacts Incomplete. WPC: Wrong Party Contacts (that is, the total number of calls that were made to the unintended party). Time Distribution: Represents the time spent by an agent in productive and non-productive (Not Ready) states for the current day.
Agents: Stats	Type	Enables you to specify how you want the statistics to be represented on the Desktop. Depending on the statistic selected in the Stat field, this field contains the following options: Bar Donut Pie Spline Table
Other: Image	Image Position	Enables you to specify the position of the uploaded image. You can upload an image by using the Upload Image button.

Manual Start Script Section

Element	Field/Button	Description
Script: Script	Enable manual start script	Enables you to specify if a manual script is enabled on the Desktop.
	Text	Enables you to specify the text for the manual script.
	Color	Enables you to specify the color for the manual script.

Omni Search Section

Element	Field/Button	Description
Other: Home Bar	Omni Search Field	Enables you to specify if a search box, along with , appears on the home bar to enable an agent to search for a record.
Other: Home Bar	Search By	Enables you to specify the type of record (account, contact, note, ticket, or all) for which your agent can search.

Options Section

Element	Field/Button	Description
Accounts: Accounts List Contacts: Contacts List	Allow Tickets	Enables you to specify if an agent can view the tickets associated with an account or contact (as applicable) through the Tickets tab.
Accounts: Accounts List	Allow Contacts	Enables you to specify if an agent can view the contacts associated with a ticket through the Contacts tab.
Accounts: Accounts List Ticketing: Ticketing	Allow Account Deletion	Enables you to specify if an agent can delete an account.
Accounts: Accounts List Ticketing: Ticketing	Allow Account Import	Enables you to specify if an agent can import accounts.
Accounts: Accounts List Ticketing: Ticketing	Allow Account Export	Enables you to specify if an agent can export accounts.
Contacts: Contacts List Ticketing: Ticketing	Allow Contact Deletion	Enables you to specify if an agent can delete a contact.
Accounts: Accounts Notes	Allow Note Deletion	Enables you to specify if an agent can delete a note.
Contacts: Contact Interactions Contacts List	Allow Playing Audio Recording	Enables you to specify if an agent can play an audio recording.
Contacts: Contacts List	Allow Accounts	Enables you to specify if an agent can view the accounts associated with a contact through the Accounts tab.
Accounts: Accounts List Contacts: Contact Detail Contacts List Ticketing: Ticketing Tickets List	Allow Encrypted Fields	Enables you to specify if the encrypted fields are enabled when an agent views an account, contact, or ticket (as applicable).
Ticketing: Ticketing	Allow Omni Search	Enables you to specify if an agent can search for an account, contact, ticket, or note.
Ticketing: Ticketing Tickets List	Allow Ticket Deletion	Enables you to specify if an agent can delete a ticket.
	Allow Ticket Export	Enables you to specify if an agent can export tickets.
	Allow Ticket Import	Enables you to specify if an agent can import tickets.
	Support Tickets Bulk Update	Enables you to specify if an agent can update multiple tickets simultaneously.
Other: Home Bar	Next Page Button	Enables you to display on the home bar to enable an agent to go to the next Agent Desktop page (target page) as configured. For information about how to design a page, see Designing an Agent Desktop Page. For information about how to configure the transition of a page, see Configuring a Function Button.
	Info Menu	Enables you to display the Info Menu icon () on the home bar to enable an agent to view the following information: Logon ID of the agent Desktop version About LiveVox LiveVox Customer Care
	Hello, Customer Name	Enables you to display the name of the customer on the home bar.
	Previous Page Button	Enables you to display on the home bar to enable an agent to go to the previous Agent Desktop page as configured. For information about how to design a page, see Designing an Agent Desktop.
	Notes	Enables you to display the Notes icon () on the home bar to enable an agent to record notes within the Desktop.
Other: Frame	URL	Enables you to specify the web address of an external application to be displayed on the Desktop.
	Configure URL Query Params	Enables you to configure the query parameters for the specified URL.
	Auto Load	Enables you to specify if the external web address is loaded automatically when an agent logs on to the Desktop.

Screen Configuration Section

Element	Field/Button	Description
Accounts: Accounts List Contacts: Contact Highlight Contacts List Ticketing: Ticketing Tickets List	Account Highlight Screen, Contact Highlight Screen, Highlight Screen, Ticket Highlight Screen (names of buttons depend on the selected element)	Enables you to configure the display of the main area of a record (account, contact, or ticket) in the section through the Screen Configuration window. For information about the Screen Configuration window, see Screen Configuration Window.
Accounts: Accounts List Contacts: Contact Detail Contacts List Ticketing: Ticketing, Tickets List	Account Detail Screen, Contact Detail Screen, Detail Screen, Ticket Detail Screen (names of buttons depend on the selected element)	Enables you to configure the display of the Detail tab of a record (account, contact, or ticket) in the section through the Screen Configuration window. For information about the Screen Configuration window, see Screen Configuration Window.
Contacts: Contact Directory Contacts List Ticketing: Ticketing	Directory Screen or Contact Directory Screen (names of buttons depend on the selected element)	Enables you to perform the following actions through the Screen Configuration window: Enable or disable phone, email, and SMS consent. Specify labels for the phone fields (regardless of how they are labeled in Contact Manager). Define which phone numbers to display for agents by enabling or disabling the phone fields. The Phone Consent, SMS Consent, and Email Consent checkboxes represent if an agent can contact your customers through calls, SMSes, and emails, respectively. The Label column represents the label of the phone position field. You can change the values in this column by clicking the values. The Enabled column represents if the field is hidden or displayed on the Agent Desktop. You can select or clear the checkboxes in this column.

Screen Pop Section

Element	Field/Button	Description
Other: Home Bar	Screen Pop	Enables you to specify if the Screen Pop icon () appears on the home bar to enable an agent to view customer data. This icon displays a floating Screen Pop window that your agents can minimize any time.
Other: Home Bar	Show on In Call	Enables you to specify if the Screen Pop icon () appears on the home bar when an agent is on a call to enable the agent to view customer data.

Styles Section

Element	Field/Button	Description
Accounts: Accounts Dashboard Accounts List Accounts Notes Agents: Work Queue LV Connect Adherence Stats SIQ Alerts Schedule Contacts: Contact Actions Contact Detail Contact Directory Contact Highlight Contact Interactions Contacts List Contact Notes Contact Scheduled Callbacks Screen Pop KB: Portal Other: Frame Home Bar HTML Image Script: Script Ticketing: Forms JIRA Ticketing, Dashboard Tickets RT Dashboard	Header	Enables you to hide or display the title in the section.
Accounts: Accounts Dashboard Accounts List Accounts Notes Agents: Queue Schedule Stats Contacts: Contact Actions Contact Detail Contact Directory Contact Highlight Contact Interactions Contacts List Contact Notes Contact Scheduled Callbacks Screen Pop KB: Portal Other: Frame Home Bar HTML Image Script: Script Ticketing: Forms JIRA RT Dashboard Ticketing, Dashboard Tickets	Header Position	Enables you to specify the position (left, right, top, or bottom) of the title in the section.
Accounts: Accounts Dashboard Accounts List Accounts Notes Contacts: Contact Actions Contact Detail Contact Directory Contact Highlight Contact Interactions Contacts List Contact Notes Contact Scheduled Callbacks Screen Pop Ticketing: Forms JIRA RT Dashboard Ticketing, Dashboard Tickets Agents: Queue Schedule Stats KB: Portal Script: Script Other: Frame Home Bar HTML Image	Theme	Enables you to specify a color for the title background.

Teckst Section

Element	Field/Button	Description
Agents: Queue Contacts: Contact Actions Contact Detail Contact Directory Contact Highlight Contacts List Ticketing: Ticketing	Allow Teckst	Enables you to specify if an agent can use the Teckst platform to send SMSes. When an agent clicks the Compose an SMS icon (), the Teckst window appears.
	Teckst Client ID	Your Teckst ID. You must specify a value in this field if you have selected the Allow Teckst checkbox. To obtain the Teckst client ID, contact the LiveVox Customer Care Team. If the Teckst platform is not enabled, an agent can still send SMSes through the default SMS window.

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