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Property Descriptions

You can configure the properties of the elements (sections) that appear on the agent desktop by using the Properties subtab of the Desktops tab. Depending on the element that you select on the Design subtab, the Properties subtab displays the following sections.

SectionFieldDescription
ContentTitle

Title of the element.

Depending on the element, additional fields may appear in this section. For example, if the element 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

Position of the element heading (that is, top, bottom, left, or right).

ThemeColor of the element.
PanelHeaderHeading of the element.
BorderBorder of the element.

Screen Configuration

Some of the elements for which this section does not appear are:

  • Knowledge Base Portal
  • Script Panel
  • Work Queue
Highlight ScreenConfiguration of the display of the main section of the element.
Detail ScreenConfiguration of the display of the Info section of the element.

Allowed Tasks

This section appears only for the Work Queue element.

AcknowledgementIndicates if the respective task is created.
Arbitration
Email
Callbacks
SMS
Notification
Coaching
eLearning
Scheduling

Teckst

This section appears for the following elements:

  • Contacts List
  • Contact Highlight
  • Contact Directory
  • Contact Detail
  • Contact Actions
  • Ticketing
  • Tickets List
  • Work Queue
Allow Teckst

Indicates if the Teckst platform is used for sending SMSes.

Teckst Client Id

Your Teckst ID.

  • You must specify a value in this field if you have selected the Allow Teckst checkbox. To obtain the Teckst client ID, contact the LiveVox Customer Care Team.
  • If the Teckst widget is not enabled, agents can still send SMSes through the default SMS widget.



Options

Some of the elements 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 element.

Configuration of the additional functionalities for the element.

For the Home Bar element, the Options section displays the following fields:

  • Next Page Button: Enables an agent to go to the next page.
  • Search Field: Enables an agent to search for a contact record.
  • Info Menu: Enable an agent to view the name of the client, agent, and version, and to sign out of the agent desktop.
  • Previous Page Button: Enables an agent to go to the previous page.
  • Hello, Customer Name: Displays the name of the customer.
  • Notes: Enables an agent to record notes within the agent desktop.

For the Accounts List element, the Options section displays the following fields:

  • Allow Account Deletion: Enables an agent to delete an account.
  • Allow Account Import: Enables an agent to import accounts.
  • Allow Account Export: Enables an agent to export accounts.
  • Allow Tickets: Displays the Tickets tab when an agent views an account.
  • Allow Contacts: Displays the Contacts tab when an agent views an account.

  • Allow Encrypted Fields: Enables the encrypted fields when an agent views an account. 

For the Contacts List element, the Options section displays 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.

For the Ticketing element, the Options section displays the following fields:

  • Allow Account Import: Enables an agent to import accounts.
  • Allow Account Export: Enables an agent to export accounts.
  • Allow Account Deletion: Enables an agent to delete an account.
  • Allow Contact Deletion: Enables an agent to delete a contact.
  • Allow Ticket Deletion: Enables an agent to delete a ticket.
  • Allow Ticket Import: Enables an agent to import tickets.
  • Allow Ticket Export: Enables an agent to export tickets.
  • Allow Encrypted Fields: Enables the encrypted fields when an agent views a ticket.
  • Allow Playing Audio Recording: Enables an agent to play the audio recording.
  • Allow Search: Enables an agent to search for an account, contact, ticket, or note.
  • Support Tickets Bulk Update: Enables an agent to update tickets in bulk.

The Encrypted Fields feature comes at an additional cost. Contact your Account team to enable this feature.

Configuring a Function Button

You can enable your agents to call functions on their agent desktops (for example, create, modify, or delete a record in an external application such as Jira or Salesforce, or return data from an external application and display it in a field within LiveVox) through a function button. 

The function button is available only for the following elements:

  • Home Bar
  • Accounts
  • Contacts

  • Ticketing

To configure a function button:

  1. On the Design subtab of the Desktops tab, on the canvas, select the header of one of the following sections (elements) as required:
    • Home Bar
    • Accounts List
    • Contacts List

    • Ticketing

  2. Click the Properties subtab, and then, in the Buttons section, click Configure.

    For the Home Bar element, the Configure button appears in the Shortcuts section.


    The Buttons Setup window for the selected section appears.

  3. Click NEW.
    A row appears.

  4. Specify values in the following columns.

    ColumnDescription
    Component

    Element for which you want to configure the button.

    If you are configuring the button for the Ticketing element, select one of the following options as required:

    • Accounts List
    • Contacts List

    • Tickets List


    Label

    Name to identify the button on the agent desktop (for example, Create Jira Ticket).

    Icon

    		Image to represent the button on the agent desktop.

    Action Type

    Types of action that you want to associate with the button.

    This column contains the following options:

    • API: Calls an API (for example, Insert Jira).
    • PAGE: Displays a page within the agent desktop.


    Target Page

    Designer page that you want to be displayed when an agent clicks the button. 

    This column is required if you selected PAGE in the Action Type column.

    API

    API that you want to be used when an agent clicks the button. 

    • This column is required if you selected API in the Action Type column.
    • The options in this column refer to the APIs from the Functions Library tab.
    Method

    API method that you want to be used when an agent clicks the button.

    The options in this column refer to the API methods from the Functions Library tab.

    ConfirmIndicates if a confirmation message appears when an agent clicks the button.
  5. Click SAVE.
    The function button is configured, and a message stating that the event is saved appears.

To delete the event:

  1. On the Properties subtab, on the canvas, select the header of the section (element) for which you configured the function button.
  2. In the Buttons section, click Configure.
    The Buttons Setup window appears.
  3. Click the delete iconbin iconnext to the event, and then click SAVE.
    The event is deleted.

Modifying the Element Properties

To modify the properties of an element (section on the agent desktop):

  1. On the Design subtab of the Desktops tab, on the canvas, select the header of the element whose properties you want to modify.

  2. Click the Properties subtab.

  3. Modify the values in the fields as required, and then click Save.
    The properties of the element are modified.


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