Permitted users can configure multiple widgets to display on the agent's desktop with the help of extended panel configuration. To configure these widgets, navigate to Configure > Agent > Agent Desktop. Select Agent Panel + Extended Panel option; the Extended Panel tab appears as shown below:
The Support Expressions field helps to create or link dynamic fields within the URL using the Expression Builder window. To enable Expression Builder, select the Supports Expressions checkbox from the Extended Panel tab.
The Layout drop down allows you to select the display style of widgets on the Agent Desktop with extended Panel. The available options as given below:
- Tiles: Displays widgets in tiles format.
- Tabs: Displays widgets in tabs format.
If you have selected Tiles option, standard widgets may not display the table, graphs, or charts unless the widget is expanded on the Agent Desktop. You can configure the Tabs option to avoid it.
You can select any of the following available widgets:
- Custom Panel
- API V2
- Contact Notes
- Contact History
- Title Bar
- Time Distribution
- Term Code Distribution
- Agent Productivity
- Contact List
- Contact Details
- Credit Card Basic
- Check Basic
- Credit Card Advanced
- Check Advanced
- Highlight
To add a new widget, select the widget from Available Widgets and click Add button. You will be presented with another screen to enter specific information. Please see the widget section (with the above links ) for details on how to add and configure selected widget. Once configured, it will be added to the Active Widgets screen. From there you can modify a selected widget by double clicking on it or remove it by clicking the Delete button.
You can add up to 20 configurable widgets to the Active list.
If you enabled Supports Expression field, once you are presented with the Add or Edit screen for the widget, you will see a link next to the URL screen, as shown in the example below:
Clicking on the link will take you to the Expression Builder screen. Select the expression from the field under Operations and Functions and click OK to save the changes. Click Close to discard the changes.
