The Screen Configuration window enables you to configure the display of the main area of a record (account, contact, or ticket) in a section or the display of the Detail tab of a record in a section. This window appears when you click the following buttons on the Properties tab:

  • Account Detail Screen: Enables you to configure the Detail tab of an account. 
  • Account Highlight Screen: Enables you to configure the main area of an account. 
  • Contact Detail Screen: Enables you to configure the Detail tab of a contact. 
  • Contact Highlight Screen: Enables you to configure the main area of a contact. 
  • Detail Screen: Enables you to configure the Detail tab of a contact. 
  • Highlight Screen: Enables you to configure the main area of a contact. 
  • Ticket Detail Screen: Enables you to configure the Detail tab of a ticket. 

  • Ticket Highlight Screen: Enables you to configure the main area of a ticket.

    Note

    You can create unique screen configurations for agents based on the contact groups on the Contact Center CRM desktop. This is designed for clients with diverse portfolios. This ensures that clients are assigned to agents with specific portfolios or contact groups to view or edit the fields.

SectionDescription
Ticket TypesThis section appears when you click the Ticket Detail Screen or Ticket Highlight Screen button. The section contains the types of tickets, one of which you must select for configuration.
Available

Contains the fields that are hidden from the record.

You can display certain fields in the record by selecting the fields in this section and then clicking right-arrow icon. You can revert your changes by clicking reset icon or Refresh.

Selected

Contains the fields that are displayed in the record.

You can hide certain fields from the record by selecting the fields in this section and then clicking left-arrow icon. You can revert your changes by clicking reset icon or Refresh.

The Name, Type, and Column columns in this section represent the label of a field, characteristic (data type) of a field, and the columnar position of the field in the area, respectively. You can modify these values by clicking the respective cells.

The Group column appears in this section if you click the following buttons:

  • Account Detail Screen
  • Contact Detail Screen
  • Detail Screen
  • Ticket Detail Screen

The Group column represents the section (for example, General or Other) on the Detail tab in which the field is displayed. You can modify the values in these columns by clicking the values. You can revert the changes made to the columns by clicking Refresh.

The order in which the fields appear in the Selected section represents the order in which they appear in the record on the Agent Desktop. You can modify the order by using the drag-and-drop operation in the Selected section.

PreviewEnables you to preview the area as it will be displayed on the Agent Desktop.