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.
| Field | Description |
|---|---|
| Desktops | Select a desktop. |
| Desktop ID | This field contains a unique identifier for the desktop. |
| Name | Enter 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 Panel | Select 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.