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 platform ACD. This section reflects the data or information that 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 (For Example, name , and account number) displayed comes from your input file, while call data (e.g. phone number, inbound vs outbound) comes from the platform.

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Expand
titleAdd an Agent Desktop
  1. Click Add in the Agent Desktop window.
  2. Enter the Name of the Agent Desktop.
  3. Enter the Description of the Agent Desktop.
  4. Select Max Conference Parties from the drop-down menu.
  5. Select Desktop Mode from the drop-down menu.

  6. Select the Agent Panel + Extended Panel or Agent Panel + Designer option, if needed.

    Info

    When you select Agent Panel + Extended Panel option, the Extended tab appears and when you select Agent Panel + Designer option, the Designer tab appears in the Agent Desktop window.

     

  7. Click Save. If successful, a notification message appears.

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Expand
titleExtended Panel Tab (when enabled)

The Extended Panel tab allows users to configure the extended panel widgets of the selected Agent Desktop.

    • Support Expression - Allows you to create or link dynamic fields within the URL using the Expression Builder window.
    • Layout - Allows you to select a display style of the Unified Agent Desktop (UAD) widgets on the agent desktop.
      • Tiles - Displays UAD widgets in tiles format on the agent desktop.
      • Tabs - Displays UAD widgets in tabs format on the agent desktop.
    • Stateless Panel - Allows configuring the widgets such a way that they appear on the extended panel independent of the Agent state.

 The available widgets are:  

    • Custom Panel - Custom Panel widget is used Enables you to invoke external URLs within the agent desktop.
    • API V2 - Allows users you to configure API responses and display them on the agent desktop.
    • Contact Notes - Allows an agent you to determine what action or notes have been written by previous agents who worked on the account. 
    • Contact History - Displays all contact history on the agent desktop for the account.
    • Title Bar - Title Bar widget gives an agent the ability Enables you to upload their your own avatar and view the Client’s Logoclient’s logo.
    • Time Distribution - Time Distribution widget gives an agent Provides a visual view of their your productivity for the day.
      Info

      The productive time of an agent is calculated by adding together the agent's Talk Time, Wrapup Time, and Ready Time. If an agent is in any state apart from Ready, On Call, or Wrapup, those states are considered as Not Ready.


    • Term Code Distribution - Term Code Distribution gives an agent a visual view of the current work day’s call results.
    • Agent Productivity - Allows an agent to view the information in graphical and tabular form. This information represents the productivity of agents on Call, Ready, or Not Ready event. 
    • Contact Details - Allows you to configure contact information, Email, and SMS mode for the agent desktop which enables the agents to get details of a contact, add or edit contact information, and send Emails and SMS. When sending emails agents are able to send up to 5 attachments per email with a max of 2MB per attachment. Agents are able to preview PDF attachments with a built-in preview feature.  
    • Contact List -  Allows agents to search and open contact details, dial, send SMS (for cell phone numbers only) or email (if configured) from the desktop.
Info
iconfalse

Any phone number that is less than 10 digits and greater 11 digits displays as Null on the agent desktop. This prevents invalid phone numbers from being presented to the agent for dial attempt.

    • Credit Card Basic - Allows you to configure message prompts (Credit Card Text, Expiry Text, and Security Text) and credit card types. This widget gives an agent ability to initiate the Credit Card data collection after reading the configured message prompt to the individual customer.
    • Check Basic - Allows to configure message prompts (Check Routing Text and Check Account Text). This widget gives an agent ability to initiate the Check data collection after reading the configured message prompt to the individual customer.
    • Credit Card Advanced - Allows you to set Message, Payment Gateway, and Advanced configuration. This widget gives an agent ability to initiate the Credit Card data collection after reading the configured message prompt to the individual customer and specify the customer demographic as well as payment arrangements.
    • Check Advanced - Allows to set Message, Payment Gateway, and Advanced configuration. This widget gives an agent ability to initiate the Check data collection after reading the configured message prompt to the individual customer and specify the customer demographic as well as payment arrangements.
    • Highlight Widget - Allows you to configure account fields that will be displayed at the top of the extended panel of agent desktop when the agent is in Incall, Ready, and Not Ready states. You can configure up to six different account fields for each agent state (Incall, Ready, and Not Ready).

To add a new widget, select the widget, and click Add. The Add screen appears. Specify all the details, and click OK to add the widget.

The Active Widgets screen displays all the added widgets.

    • ID - Displays the ID of the widget.
    • Widget Name - Displays the name of the widget.
    • Title - Displays the title of the widget.
    • Enabled - Displays the status of the added widget (enabled or not). If the widget is enabled, it will be displayed on the agent desktop.

To delete the added widget, select the widget and click Delete .

To edit the widget details, double-click the widget. The Edit-Widget screen appears. You can edit the following details:

    • Window Title
    • Enabled checkbox
    • Config details

Click OK to save the changes.

Note
iconfalse

You can configure the order of widgets by selecting the Stateless Panel checkbox, and Tabs as Layout option. To change the order of widgets, select the widget, and click the Move Up or Move Down button.

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