LV23 Pop-Out Help

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This section covers the Agent Desktop, which the desktop agents use when handling customer calls on the LiveVox ACD. This section reflects the data or information which appears on your agent's desktop while handling a call. The agent desktop configuration is assigned at either the client or service level. Customer data (e.g. For Example, name, account number) displayed comes from your input file, while call data (e.g. phone number, inbound vs outbound) comes from LiveVox.


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titleSearch Agent Desktop List

You can use the Filter option to search agent desktops for viewing and editing agent desktops. Search options include: Character, Numerical, and Special characters (_, -, *, so on) values.



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titleReview Current Agent Desktops

Select an agent desktop from the Agent Desktop window.

Important settings include the following:

  • Desktop ID - LiveVox assigned a unique desktop identifier code.
  • Name - Displays the name of the selected Agent Desktop.
  • Description - Displays a brief description of the selected Agent Desktop.
  • Max Conference Parties - Select from the drop-down list, the maximum 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:
    • 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.l 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 the 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. 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.

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