The General tab of the Agent Desktop editor provides different options to configure the agent desktop and call transfer options. To access the General tab, go to Configure > Agents > Agent Desktop. Click Add to access the Agent Desktop Editor. To modify an existing Agent Desktop, double-click the required row.

Settings

• Call Record Control Enabled: Records all calls between a customer and agent by using the LiveVox ACD. Allows agents to pause/resume recordings or stop the recording.
• Display Not Ready Codes: Allows agents to answer calls in Ready mode. In the Not Ready mode, agents can choose a sub-code to indicate the reason for not being ready to take calls. Managers can view the sub-codes on their monitors. The following subcodes are available for agents:
  • Break
  • Lunch
  • Meeting
  • Other
  • Training
  • Tech Difficulties
• Messagebook Enabled: Indicates if the voice messagebook button appears on the Agent Panel for calls.
• Account Number Required: Requires agents to enter any account number in the following scenarios:
  • Before dialing a call manually.
  • Before terming an inbound call that does not have an associated account number.
• Agent Logged in as Ready: When selected, the agent should be in a ready state.

• Force Specific Case: Enables specific case that is autoformatted on agent-specified account information. The following options are available:

  • None - Account information is captured in the format specified by agents. This is the default option.

  • Upper - Account information is captured in uppercase.

  • Lower - Account information is captured in lowercase.

• Screen Recording Control Enabled: Allows agents to pause/resume or stop screen recording by using call control buttons.
• Account Number Validation for Inbound and Manual Calls: Requires agents to enter an account number that exists in contact manager in the following scenarios:
  • Before dialing a call manually
  • Before terming an inbound call that does not have an associated account number.

• Screen Recording Control Percentage: Allows you to select the percentage of calls to be screen recorded.

  Screen Recording Control Enabled and Screen Recording Control Percentage options will be displayed only if agent screen recording is enabled. Contact your Account team to request this functionality.

• Notes Enabled: Allows agents to utilize a free-form text field that can be stored and exported to the CDR. This field has a character limit of 4000.
• Hold Enabled: Displays the Hold button on Agent Desktop.
• Quick Responsebook: Allows selection of a Quick responsebook containing predefined responses for use by the Agents when chatting with a customer.

Transfer Options

• Transfer Option Enabled: Enables the transfer button for agents to initiate Manual, Agent to Agent, or Phonebook Entry transfers.
• Agent To Agent Transfer Enabled: Allows agents to transfer calls to other available agents. You can select the Default or Custom option to customize the transfer settings.
  • Default: Allows agents to transfer calls to other agents within the same call center.
  • Custom: Allows agents to transfer based on Service, Service Group or Agent Teams.
    • Service:- Allows the transfer to agents within the same service the agent is logged into.
    • Service Group: Allows the transfer to agents that are logged into the selected Service Group.
    • Agent Teams:- Allows the transfer to agents that are logged in and the part of the specified Agent Teams.
• Manual Transfer Enabled: Allows agents to manually transfer a call.
• Phonebook Transfer Enabled: Allows agents to transfer calls to predefined phone book entries.