Spring24 Admin Guide

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To access the Agent Desktop screen, go to Configure > Agents > Agent Desktop. The Agent Desktop screen appears as below.

The following fields are available in the main section.

FieldDescription
Desktop IDLiveVox assigned a unique desktop identifier code.
NameDisplays the name of the selected Agent Desktop.
Description Displays a brief description of the selected Agent Desktop.
Max Conference PartiesSelect from the drop-down list the max number of participants that can be added by an agent into the conference (minimum value is 1, and the maximum value is 10).  
Desktop Mode

Select the agent desktop mode from the drop-down list. Available options are:

OptionDescription
Voice Agent

Allows you to configure a voice-centric agent desktop. This mode logs an agent into the voice channel with a focus on the Unified Agent Desktop. You can select the following agent desktop options:

  • Agent Panel: Provides the single-agent panel view of the Agent Desktop.
  • Agent Panel + Extended Panel: Provides the single-agent panel with the multiple widget view of the Agent Desktop. Selecting the extended panel will display a new tab, Extended Panel.
  • Agent Panel + Designer: Provides the single-agent panel with a designer agent desktop view of the Agent Desktop. Selecting this option will display a new tab, Designer.
Digital Agent

Allows you to configure Email, SMS, and Chat centric agent desktop. This mode logs an agent into messaging channels with a focus on consumer digital interactions. You can select the following agent desktop options:

  • Agent Panel + Extended Panel: Provides agent desktop in full screen with extended panel widgets. Selecting the extended panel will display a new tab, Extended Panel.
  • Agent Panel + Designer: Provides agent desktop in full screen with designer panel pages. Selecting this option will display a new tab, Designer.
Knowledge Worker

Allows you to configure desktop for your back-office agents. When you select Knowledge Worker from the Desktop Mode drop-down list, the Agent Logged In as Ready checkbox is selected by default. This places the agents automatically in the Ready status when they log on. The agents are not required to enter an account number when initiating an interaction or enter a termination code when ending an interaction. You can select the following agent desktop options:

  • Agent Panel + Extended Panel: Provides agent desktop in full screen with extended panel widgets. Selecting the extended panel will display a new tab, Extended Panel.
  • Agent Panel + Designer: Provides agent desktop in full screen with designer panel pages. Selecting this option will display a new tab, Designer. 

The Agent Desktop editor offers the following tabs:

TabDescription
General

Provides different options to set the current agent desktop and call transfer options. For detailed information, see the Agent Desktop - General Tab section.

ScreenPop

Allows to set the data fields shown on Agent Desktop with the sequence. For detailed information, see the 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 the 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 the 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 the 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 the Agent Desktop - Messagebook Tab section.

The Agent Desktop editor offers the following buttons:

ButtonDescription
Add Agent DesktopCreates a new agent desktop.
Copy Agent DesktopCopies the selected agent desktop.
Delete Agent DesktopDeletes the selected agent desktop.
Save Agent DesktopSaves updates on the selected agent desktop.
CancelDiscards the changes.
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