The Highlight widget displays the most pertinent information on every call and is placed at the top of the extended panel of the Agent Desktop. 

To add a widget:

  1. Select Highlight from the available widgets section and click Add.
    The Add Highlight Widget pop-up appears.
  2. Click the Add button to add fields and their values. The configuration screen displays three tabs that allow users to set up for the three different agent states:
    • In Call config
    • Ready config

    • Not Ready config

      • You can add up to six account fields on each configuration state.
      • When rendered in the widget these fields are displayed in the order they are shown in the configuration, starting from the top left and then continuing to the left and down. 
  3. Click OK to save the changes.
  4. Click the Save button from the bottom of the screen to save all the changes.