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The Desktop Native tab enables you to configure the Agent Desktop Native (ADN) application and screen recording. These options enable the full screen of an agent to be recorded.

To access the Desktop Native tab, navigate to Configure > Agents  > Agent Desktop > Desktop Native tab on LiveVox Portal.

Configuring ADN and Screen Recording Settings

To configure the settings for the Agent Desktop Native (ADN) application and screen recording:

On the Configure tab, go to Agents > Agent Desktop, and configure the following options on the Desktop Native tab:

SectionFieldDescription
SettingsNative Mode

Allows you to set the native desktop mode from the available drop-down options. Available options are:

    • Disabled: Agent cannot log on using Agent Desktop Native (ADN) application.
    • Optional: Agent can use the browser or ADN to log in.
    • Required: Agent can only log in using ADN.

Update Strategy

Allows you to configure the native desktop update strategy. Available options are:

    • Ok: There is no restriction to use any version of ADN.
    • Ask: If an agent has a different version installed than the one configured for the client, a dialog will ask for update confirmation.
    • Force: After login, the update process will be triggered automatically, installing, and starting the new version without intervention. 

Whitelist Addresses

Allows you to define trusted domains. This mechanism allows blocking of all loading resources which do not match the whitelists. Click the link to open the Whitelist addresses configuration interface that allows you to view and manage the list of all the approved addresses for the Desktop Native application.

    • Add: Adds new entry.  Enter the address to be added as a whitelisted address in the address field. 
    • Delete: Deletes an entry. Select the address and click the  Delete  button to delete an entry.
    • Ok: Click Ok  to save the changes.
      For detailed information on Whitelisting Address, see the  Agent Desktop Native infosheet in Product Documentation.

Screen Recording Options

This section will be displayed only if agent screen recording is enabled internally by LiveVox.

 Screen Recording Enabled

Allows the  agents to record their full screen.


 Format

The screen recording video format is WebM.


 Bitrate (kbps)

Allows you to set the number of bits that are conveyed per unit of time (kilobytes per second) for the screen recording video. The available options are 128 (Default value), 256, 512, and 1024.


 Framerate (FPS)

Allows you to set the number of frames displayed per second for a video. The available options are 10, 20, and 30  (Default value).


 Days of Screen Recordings

Allows you to configure the number of days the screen recordings are hosted on the platform. The available options are 3, 15  (Default value), 30, 45, 60, 90, and 180 days.


  • The Agent Screen Recording feature comes at an additional cost. Contact your Account team to enable this feature.
  • The screen recording functionality requires Agent Desktop Native.

Desktop Native Commands

The Desktop Native Commands feature provides the ability to setup .Net and URL push. Once enabled, you can add, update, delete, move up, and move down the data entry. 

Adding an Entry

To add new desktop native commands:

  1. Click the Add button to add an entry.
    The Add Entry pop-up appears:

    When adding a new entry, you are prompted to enter the following information:

    FieldDescription
    Window Title*Specify the window title which is the client application name. For Example, {push.txt - Notepad}.
    Source

    Select the data source option. Available options are Default,  Contact,  Contact Flow. If the Source is Default or Contact, fields are available in the Data  drop-down (see above screenshot). If the Source is Contact Flow, you can configure the contact flow variables by clicking the link next to the Data field.

    DataSelect the data field from the drop-down list.
    DelimiterSelect the value of the delimiter from the drop-down.
    Position

    Enter the position of entry. The first position begins at 0 and increments from there. 

    Delimiter and Position fields are applied only for custom fields.

    Command

    Enter free-form .NET commands as a keystroke. The specified command will be applied to the Data field automatically.

    Call Type

    Select the call type from the drop-down list and the available options are:

      • Inbound
      • Outbound
      • Preview

    If you select the Call Type as Select One, then any of the above call types is applicable.

    Wait Time

    Enter the time in milliseconds which specifies the time to call the client application.

  2. Click OK to save the changes.
  3. Click the Save Agent Desktop button to save the changes.

Deleting an Entry

To delete an entry:

  1. Select the row and click the  Delete button to delete an entry.
  2. You will see that the color of the row changes to red.
  3. Click the Save Agent Desktop button to save the changes.

Moving Up an Entry

To move the row up by one position:

  1. Select the required row and click the Move Up button.
  2. Click the Save Agent Desktop button to save the changes.

Moving Down an Entry

To move the row down by one position:

  1. Select the required row, and click the Move Down button.
  2. Click the Save Agent Desktop button to save the changes.

Modifying an Entry

  1. Double-click the entry which needs to be updated. The Edit Entry pop-up window appears.
  2. Modify the required fields. For more information about the fields, see the Adding an Entry section.
  3. Click OK to save the changes
  4. Click the Save Agent Desktop button.
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