Introduction

You can configure the properties of the sections that appear on the Agent Desktop through the Properties subtab of the Desktops tab. 

Property Descriptions

The following tables describe the fields and buttons that appear above the canvas on the Properties subtab in the specified sections.

In the following table:

  • The Element column contains those elements of the Design subtab for which the fields or buttons specified in the Field/Button column appear on the Properties subtab. 
  • The Element column also contains the sections within which the specified elements appear on the Design subtab, in the following format: 
    • <Section 1>:
      • <Element 1>
      • <Element 2>

Allowed Tasks Section

ElementField/ButtonDescription
Agents: QueueAcknowledgementEnables you to specify if acknowledgment tasks for the agent are displayed on the Desktop.
ArbitrationEnables you to specify if arbitration tasks for the agent are displayed on the Desktop.
EmailEnables you to specify if email tasks for the agent are displayed on the Desktop.
CallbacksEnables you to specify if callback tasks for the agent are displayed on the Desktop.
SMSEnables you to specify if SMS tasks for the agent are displayed on the Desktop.
NotificationEnables you to specify if notification tasks for the agent are displayed on the Desktop.
CoachingEnables you to specify if coaching tasks for the agent are displayed on the Desktop.
eLearningEnables you to specify if e-learning tasks for the agent are displayed on the Desktop.
SchedulingEnables you to specify if scheduling tasks for the agent are displayed on the Desktop.

Buttons or Shortcuts Section

The name of the section depends on the selected element.

ElementField/ButtonDescription
  • Accounts: Accounts List
  • Contacts: Contacts List
  • Ticketing: Ticketing
  • Other: Home Bar

Configure (name of the button depends on the selected element)

Enables you to configure function buttons.

For more information, see Configuring a Function Button.

Content Section

ElementField/ButtonDescription
  • Accounts:
    • Accounts Dashboard
    • Accounts List
    • Accounts Notes
  • Agents:
    • Queue
    • Schedule
    • Stats
  • Contacts:
    • Contact Actions
    • Contact Detail
    • Contact Directory
    • Contact Highlight
    • Contact Interactions
    • Contacts List
    • Contact Notes
    • Contact Scheduled Callbacks
    • Screen Pop
  • KB: Portal
  • Other:
    • Frame
    • Home Bar
    • HTML
    • Image
  • Script: Script
  • Ticketing:
    • Forms
    • JIRA
    • Ticketing Dashboard
    • Tickets
    • RT Dashboard
TitleEnables you to specify a title for the section.
KB: PortalKB PortalEnables you to specify a published Knowledge Base (KB) portal (online library of information) for the Desktop.
Ticketing: FormsTicket FormEnables you to specify a published ticket form (template for tickets) for the Desktop.

Agents: Stats

Stat

Enables you to display the following statistics on the Desktop:

  • Productivity: Represents the performance of an agent versus the performance of top-performing agents.
  • Term Code Distribution: Term Codes (disposition codes) are result codes that represent the outcomes of calls handled by an agent. (Agents are required to select a termination code when ending a call.) This statistic represents the number of the following call results for the current day:
    • Non Contacts
    • RPC Complete: Right Party Contacts Complete.
    • RPC Incomplete: Right Party Contacts Incomplete. 
    • WPC: Wrong Party Contacts (that is, the total number of calls that were made to the unintended party). 
  • Time Distribution: Represents the time spent by an agent in productive and non-productive (Not Ready) states for the current day.
Type

Enables you to specify how you want the statistics to be represented on the Desktop. Depending on the statistic selected in the Stat field, this field contains the following options: 

  • Bar
  • Donut
  • Pie
  • Spline
  • Table
Other: ImageImage Position

Enables you to specify the position of the uploaded image.

You can upload an image by using the Upload Image button.

Manual Start Script Section

ElementField/ButtonDescription

Script: Script

Enable manual start scriptEnables you to specify if a manual script is enabled on the Desktop.
TextEnables you to specify the text for the manual script.
ColorEnables you to specify the color for the manual script.

Omni Search Section

ElementField/ButtonDescription
Other: Home BarOmni Search Field

Enables you to specify if a search box, along with magnifying glass icon, appears on the home bar to enable an agent to search for a record.

Search ByEnables you to specify the type of record (account, contact, note, ticket, or all) for which your agent can search.

Options Section

ElementField/ButtonDescription
  • Accounts: Accounts List
  • Contacts: Contacts List
Allow Tickets

Enables you to specify if an agent can view the tickets associated with an account or contact (as applicable) through the Tickets tab.

Accounts: Accounts ListAllow Contacts

Enables you to specify if an agent can view the contacts associated with a ticket through the Contacts tab.

  • Accounts: Accounts List
  • Ticketing: Ticketing
Allow Account DeletionEnables you to specify if an agent can delete an account.
  • Accounts: Accounts List
  • Ticketing: Ticketing
Allow Account ImportEnables you to specify if an agent can import accounts.
  • Accounts: Accounts List
  • Ticketing: Ticketing
Allow Account ExportEnables you to specify if an agent can export accounts.
  • Contacts: Contacts List
  • Ticketing: Ticketing
Allow Contact DeletionEnables you to specify if an agent can delete a contact.
Accounts: Accounts NotesAllow Note DeletionEnables you to specify if an agent can delete a note.

Contacts:

  • Contact Interactions
  • Contacts List
Allow Playing Audio RecordingEnables you to specify if an agent can play an audio recording.
Contacts: Contacts ListAllow AccountsEnables you to specify if an agent can view the accounts associated with a contact through the Accounts tab.
  • Accounts: Accounts List
  • Contacts:
    • Contact Detail
    • Contacts List
  • Ticketing:
    • Ticketing
    • Tickets List
Allow Encrypted FieldsEnables you to specify if the encrypted fields are enabled when an agent views an account, contact, or ticket (as applicable).

Ticketing: Ticketing

Allow Omni SearchEnables you to specify if an agent can search for an account, contact, ticket, or note.

Ticketing:

  • Ticketing
  • Tickets List
Allow Ticket DeletionEnables you to specify if an agent can delete a ticket.
Allow Ticket ExportEnables you to specify if an agent can export tickets.
Allow Ticket ImportEnables you to specify if an agent can import tickets.
Support Tickets Bulk UpdateEnables you to specify if an agent can update multiple tickets simultaneously.
Other: Home BarNext Page Button

Enables you to display next page icon on the home bar to enable an agent to go to the next Agent Desktop page (target page) as configured.

Info Menu

Enables you to display the Info Menu icon (Info Menu icon) on the home bar to enable an agent to view the following information:

  • Logon ID of the agent
  • Desktop version
  • About LiveVox
  • LiveVox Customer Care
Hello, Customer NameEnables you to display the name of the customer on the home bar.
Previous Page Button

Enables you to display previous page icon on the home bar to enable an agent to go to the previous Agent Desktop page as configured.

For information about how to design a page, see Designing an Agent Desktop.

Notes

Enables you to display the Notes icon (Notes icon) on the home bar to enable an agent to record notes within the Desktop.
Notepad

Other: FrameURLEnables you to specify the web address of an external application to be displayed on the Desktop.
Configure URL Query ParamsEnables you to configure the query parameters for the specified URL.
Auto LoadEnables you to specify if the external web address is loaded automatically when an agent logs on to the Desktop.

Screen Configuration Section

ElementField/ButtonDescription
  • Accounts: Accounts List
  • Contacts:
    • Contact Highlight
    • Contacts List
  • Ticketing:
    • Ticketing
    • Tickets List

Account Highlight Screen, Contact Highlight Screen, Highlight Screen, Ticket Highlight Screen (names of buttons depend on the selected element)

Enables you to configure the display of the main area of a record (account, contact, or ticket) in the section through the Screen Configuration window. 

For information about the Screen Configuration window, see Screen Configuration Window.

  • Accounts: Accounts List
  • Contacts:
    • Contact Detail
    • Contacts List
  • Ticketing: Ticketing, Tickets List

Account Detail Screen, Contact Detail Screen, Detail Screen, Ticket Detail Screen (names of buttons depend on the selected element)

Enables you to configure the display of the Detail tab of a record (account, contact, or ticket) in the section through the Screen Configuration window. 

For information about the Screen Configuration window, see Screen Configuration Window.

  • Contacts:
    • Contact Directory
    • Contacts List
  • Ticketing: Ticketing

Directory Screen or Contact Directory Screen (names of buttons depend on the selected element)

Enables you to perform the following actions through the Screen Configuration window:

  • Enable or disable phone, email, and SMS consent.
  • Specify labels for the phone fields (regardless of how they are labeled in Contact Manager).
  • Define which phone numbers to display for agents by enabling or disabling the phone fields.

Screen Configuration Window

  • The Phone Consent, SMS Consent, and Email Consent checkboxes represent if an agent can contact your customers through calls, SMSes, and emails, respectively.
  • The Label column represents the label of the phone position field. You can change the values in this column by clicking the values.
  • The Enabled column represents if the field is hidden or displayed on the Agent Desktop. You can select or clear the checkboxes in this column.

Screen Pop Section

ElementField/ButtonDescription
Other: Home BarScreen Pop

Enables you to specify if the Screen Pop icon (Screen Pop icon) appears on the home bar to enable an agent to view customer data. This icon displays a floating Screen Pop window that your agents can minimize any time.
Screen Pop Window

Show on In Call

Enables you to specify if the Screen Pop icon (Screen Pop icon) appears on the home bar when an agent is on a call to enable the agent to view customer data.

Styles Section

ElementField/ButtonDescription
  • Accounts:
    • Accounts Dashboard
    • Accounts List
    • Accounts Notes
  • Agents:
    • Queue
    • Schedule
    • Stats
  • Contacts:
    • Contact Actions
    • Contact Detail
    • Contact Directory
    • Contact Highlight
    • Contact Interactions
    • Contacts List
    • Contact Notes
    • Contact Scheduled Callbacks
    • Screen Pop
  • KB: Portal
  • Other:
    • Frame
    • Home Bar
    • HTML
    • Image
  • Script: Script
  • Ticketing:
    • Forms
    • JIRA
    • Ticketing, Dashboard
    • Tickets
    • RT Dashboard
HeaderEnables you to hide or display the title in the section.
  • Accounts:
    • Accounts Dashboard
    • Accounts List
    • Accounts Notes
  • Agents:
    • Queue
    • Schedule
    • Stats
  • Contacts:
    • Contact Actions
    • Contact Detail
    • Contact Directory
    • Contact Highlight
    • Contact Interactions
    • Contacts List
    • Contact Notes
    • Contact Scheduled Callbacks
    • Screen Pop
  • KB: Portal
  • Other:
    • Frame
    • Home Bar
    • HTML
    • Image
  • Script: Script
  • Ticketing:
    • Forms
    • JIRA
    • RT Dashboard
    • Ticketing, Dashboard
    • Tickets
Header PositionEnables you to specify the position (left, right, top, or bottom) of the title in the section.
  • Accounts:
    • Accounts Dashboard
    • Accounts List
    • Accounts Notes
  • Contacts:
    • Contact Actions
    • Contact Detail
    • Contact Directory
    • Contact Highlight
    • Contact Interactions
    • Contacts List
    • Contact Notes
    • Contact Scheduled Callbacks
    • Screen Pop
  • Ticketing:
    • Forms
    • JIRA
    • RT Dashboard
    • Ticketing, Dashboard
    • Tickets
  • Agents:
    • Queue
    • Schedule
    • Stats
  • KB: Portal
  • Script: Script
  • Other:
    • Frame
    • Home Bar
    • HTML
    • Image
ThemeEnables you to specify a color for the title background.

Teckst Section

ElementField/ButtonDescription
  • Agents: Queue
  • Contacts:
    • Contact Actions
    • Contact Detail
    • Contact Directory
    • Contact Highlight
    • Contacts List
  • Ticketing: Ticketing
Allow Teckst

Enables you to specify if an agent can use the Teckst platform to send SMSes.

When an agent clicks the Compose an SMS icon (Compose an SMS icon), the Teckst window appears.


Teckst Client ID

Your Teckst ID.

  • You must specify a value in this field if you have selected the Allow Teckst checkbox. To obtain the Teckst client ID, contact the LiveVox Customer Care Team.
  • If the Teckst platform is not enabled, an agent can still send SMSes through the default SMS window.