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Property Descriptions

You can use the Properties tab to configure the properties of the components that appear on the agent desktop.

The following table describes the fields that appear in the various sections on the Properties tab depending on the selected component.

SectionFieldDescription
ContentTitle

Defines the component heading.

Depending on the component, additional fields may appear in this section. For example, if the component for which you have accessed the Properties tab is Knowledge Base Portal, the KB Portal drop-down list box, which contains the published KB portals, also appears in the section.

StylesHeader Position

Indicates the position of the component heading (that is, top, bottom, left, or right).

ThemeDefines the color of the component.

Screen Configuration

Some of the components for which this section does not appear are as follows:

  • Knowledge Base Portal
  • Script Panel
  • Work Queue
Highlight ScreenConfigures the display of the main section of the component.
Detail ScreenConfigures the display of the Info section of the component.
PanelHeaderDisplays the component heading.
BorderDisplays the border for the component.

Allowed Tasks

This section appears only for the Work Queue component.

AcknowledgementCreates the respective task.
Arbitration
Email
Callbacks
SMS
Notification
Coaching
eLearning
Scheduling

Options

Some of the components for which this section does not appear are as follows:

  • Contact Highlight
  • Contact Directory
  • Knowledge Base Portal
  • Script Panel
  • Work Queue

The fields that appear in this section depend on the component.

Configures additional functionalities for the component.

  • For the Accounts List component, the Options section contains the following fields:
    • Allow Tickets: Displays the Tickets tab when an agent views an account.
    • Allow Account Deletion: Enables an agent to delete an account.
    • Allow Encrypted Fields: Enables the encrypted fields when an agent views an account. This feature is applicable only if it is enabled.
    • Allow Contacts: Displays the Contacts tab when an agent views an account.
  • For the Contacts List component, the Options section contains the following fields:
    • Allow Tickets: Displays the Tickets tab when an agent views a contact.
    • Allow Contact Deletion: Enables an agent to delete a contact.
    • Allow Playing Audio Recording: Enables an agent to play the audio recording.
    • Allow Accounts: Displays the Accounts tab when an agent views a contact.
    • Allow Encrypted Fields: Enables the encrypted fields when an agent views a contact. This feature is applicable only if it is enabled.
  • For the Ticketing component, the Options section contains the following fields:
    • Allow Ticket Deletion: Enables an agent to delete a ticket.
    • Allow Account Deletion: Enables an agent to delete an account.
    • Allow Encrypted Fields: Enables the encrypted fields when an agent views a ticket. This feature is applicable only if it is enabled.
    • Allow Playing Audio Recording: Enables an agent to play the audio recording.
    • Support Tickets Bulk Update: Enables an agent to update tickets in bulk.
    • Allow Contact Deletion: Enables an agent to delete a contact.
    • Allow Note Deletion: Enables an agent to delete a note.
    • Allow Search: Enables an agent to search for an account, contact, ticket, or note.

Modifying Component Properties

To modify the properties of a component:

  1. On the Design tab, in the canvas, select the component whose properties you want to modify.

  2. Click the Properties tab.

  3. Modify the values in the fields as required, and then click Save.
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