You can configure a Contact Center CRM Agent Desktop to enable your agents to call functions or APIs manually through a single button (function button). This configuration allows real-time integration with other applications to enable agents to perform actions on the Home Bar, Account List, Contact List, or Ticket List components. For example, you can create, update, or delete a record in an external application such as Jira or Salesforce, or generate data from an external application and display it in a field within Contact Center CRM.
The function button is available for the following elements:
Accounts
Contacts
Ticketing
Agents
Analytics
Script
KB
Other
To configure a function button:
Go to Desktops > Design, and select the header of one of the following sections on the canvas page:
Accounts List
Contacts List
Ticketing
Agents
Analytics
Script
KB
Other
When the header of a section is selected, the section is highlighted with a red dotted line.
Go toProperties >Buttons, then clickConfigure.
For theTicketingelement, in theButtonssection, the button is namedCustom Buttons.
The Home Bar Buttons Setup window for the selected section appears.
ClickNew. A row appears.
Specify values in the following columns.
Column
Description
Component
Element for which you want to configure the button.
If you are configuring the button for theTicketingelement, select one of the following options:
Accounts List
Contacts List
Tickets List
Label
Name for the button (for example,Create Jira Ticket).
Icon
Image to represent the button.
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.
POP URL:Displays an external webpage on a new browser tab.
Target Page
Designer page that you want to be displayed when an agent clicks the button (that is, page transition).
This column is required if you selectedPAGEin theAction Typecolumn.
When an agent clicks on the Home Bar of the current page, the target page appears.
API
API that you want to be used when an agent clicks the button.
This column is required if you selectedAPI in theAction Typecolumn.
The options in this column refer to the APIs from theFunctions Librarytab.
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 theFunctions Librarytab.
Confirm
Indicates if a confirmation message appears when an agent clicks the button.
You can enable multiple functions for each component.
ClickSAVE. The function button is configured, and a message stating that the event is saved appears.
Deleting an Action
To delete an action:
On thePropertiessubtab, on the canvas, select the header of the section (element) for which you configured the function button.
In theButtonsorShortcutssection, clickConfigure. The Buttons Setup window appears.
In the row displaying the action that you want to delete, click, and then clickSAVE. The action is deleted.