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To access the Agent Desktop screen, go to Configure > Agents > Agent Desktop. The Agent Desktop screen appears as below.

Select the Agent Desktop you wish to view/adjust from the Desktops drop-down list box.

The following fields are available in the main section.

  • Desktop ID:  LiveVox assigned a unique desktop identifier code.
  • Name:  Displays the name of the selected Agent Desktop.
  • Description:  Displays a brief description of the selected Agent Desktop.
  • Max Conference Parties: Select from the drop-down list the max number of participants that can be added by an agent into the conference (minimum value is 1, and the maximum value is 10).  
  • Desktop Mode: Select the agent desktop mode from the drop-down list. Available options are:
    • Voice Agent: Allows you to configure a voice-centric agent desktop. This mode logs an agent into the voice channel with a focus on the Unified Agent Desktop. You can select the following agent desktop options:
      • Agent Panel: Provides the single-agent panel view of the Agent Desktop.
      • Agent Panel + Extended Panel: Provides the single-agent panel with the multiple widget view of the Agent Desktop. Selecting the extended panel will display a new tab, Extended Panel.
      • Agent Panel + Designer: Provides the single-agent panel with a designer agent desktop view of the Agent Desktop. Selecting this option will display a new tab, Designer.
    • Digital Agent: Allows you to configure Email, SMS, and Chat centric agent desktop. This mode logs an agent into messaging channels with a focus on consumer digital interactions. You can select the following agent desktop options:
      • Agent Panel + Extended Panel: Provides agent desktop in full screen with extended panel widgets. Selecting the extended panel will display a new tab, Extended Panel.
      • Agent Panel + Designer: Provides agent desktop in full screen with designer panel pages. Selecting this option will display a new tab, Designer.
    • Knowledge Worker: Allows you to configure desktop for your back-office agents. The agents are not required to enter an account number when initiating an interaction or enter a termination code when ending an interaction. You can select the following agent desktop options:
      • Agent Panel + Extended Panel - Provides agent desktop in full screen with extended panel widgets. Selecting the extended panel will display a new tab, Extended Panel.
      • Agent Panel + Designer - Provides agent desktop in full screen with designer panel pages. Selecting this option will display a new tab, Designer.
  • Messagebook Enabled: Enables the Messagebook tab. The screen pop displays the Messagebook button with the available Messagebook entries configured in it.  

The Agent Desktop editor offers the following tabs and buttons:

  • Tabs
    • General - Provides different options to set current agent desktop and call transfer options. For detailed information, see Agent Desktop - General Tab section.
    • ScreenPop - Allows to set the data fields shown on Agent Desktop with sequence. For detailed information, see Agent Desktop - ScreenPop Tab section.
    • Desktop Native - Allows to set configurations for agent's full screen recording and .NET functionality. For detailed information, see Agent Desktop - Desktop Native Tab section.
    • Associated Entities - Displays the services that utilize the selected desktop. For detailed information, see Agent Desktop - Associated Entities Tab section.
    • Change History - The Change History tab tracks and displays the changes made to the Agent Desktop. For detailed information, see Agent Desktop - Change History Tab section.
    • Extended Panel - The Extended Panel tab allows users to configure the extended panel widgets of the selected Agent Desktop. For more information, see Agent Desktop - Extended Panel Tab section.
    • Designer Panel - The Designer tab allows you to configure the designer desktop which can be assigned to the required Agent Desktop. For more information, see Agent Desktop - Designer Tab section.
    • Messagebook - The Messagebook tab allows the user to configure the Messagebook entries for the selected agent desktop. For more information, see Agent Desktop - Messagebook Tab section.
  • Buttons
    • Add Agent Desktop – Creates a new agent desktop.
    • Copy Agent Desktop – Copies the selected agent desktop.
    • Delete Agent Desktop – Deletes the selected agent desktop.
    • Save Agent Desktop – Saves updates on the selected agent desktop.
    • Cancel –  Discards the changes.
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