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Desktop Native Tab

The Desktop Native tab enables you to configure the Agent Desktop Native (ADN) application and screen recording. These options enable the full screen of an agent to be recorded.
Desktop Native Tab

Configuring ADN and Screen Recording Settings

To configure the settings for the Agent Desktop Native (ADN) application and screen recording:

On the Configure tab, go to Agents > Agent Desktop., and then, on the Desktop Native tab, specify the following settings:

  • Native Mode - Allows you to set the native desktop mode from the available drop-down options. Available options are:
    • Disabled - Agent cannot log on using Agent Desktop Native (ADN) application.
    • Optional - Agent can use the browser or ADN to log in.
    • Required - Agent can only log in using ADN.
  • Update Strategy - Allows you to configure the native desktop update strategy. Available options are:
    • Ok - There is no restriction to use any version of ADN.
    • Ask - If an agent has a different version installed than the one configured for the client, a dialog will ask for update confirmation.
    • Force - After login, the update process will be triggered automatically, installing, and starting the new version without intervention. 
  • Whitelist Addresses - Allows you to define trusted domains. This mechanism allows blocking of all loading resources which do not match the whitelists. Click the link to open the Whitelist addresses configuration interface that allows you to view and manage the list of all the approved addresses for the Desktop Native application.
    • Add -  Adds new entry. Enter the address to be added as a whitelisted address in the address field. 
    • Delete - Deletes an entry. Select the address and click the Delete button to delete an entry.
    • Ok - Click Ok to save the changes.
    • Close - Click Close to discard the changes. 
      For detailed information on Whitelisting Address, see the Agent Desktop Native infosheet in Product Documentation.

Screen Recording Options (when enabled) 

This section will be displayed only if agent screen recording is enabled internally by LiveVox.

    • Screen Recording Enabled - When selected, allows the agents to record their full screen.
    • Format - The screen recording video format is webm.
    • Bitrate (kbps) - Allows you to set the number of bits that are conveyed per unit of time (kilobytes per second) for the screen recording video. The available options are: 128*, 256, 512, 1024.
    • Framerate (FPS) - Allows you to set the number of frames displayed per second for a video. The available options are: 10, 20, 30*.
    • Days of Screen Recordings - Allows you to configure the number of days the screen recordings are hosted on the platform. The available options are: 3, 15*, 30, 45, 60, 90 and 180 days.

Defaults are denoted with an asterisk *. 

  • The Agent Screen Recording feature comes at an additional cost. Contact your Account team to enable this feature.
  • The screen recording functionality requires Agent Desktop Native.

Desktop Native Commands

  • Desktop Native Commands Enabled - When enabled, this feature provides the ability to setup .Net and URL push. Once enabled, you can add, update, delete, move up, and move down the data entry. 

Adding an Entry

Adds new entry (Field with * are required to enter). Click the Add button to add an entry. You will see the popup window appears as shown below:

 
When adding a new information field you will be prompted to enter the following information:

    • Window Title* - Enter the window title which is the client application name. Example: {push.txt - Notepad}
    • Source - Select the data source option. Available options are Default, Contact, Contact Flow. If Source is Default or Contact, fields are available in Data drop-down (refer to above screenshot). If Source is Contact Flow, you can configure the contact flow variables by clicking the link next to the Data field.
    • Data - Select the data field from the drop-down.
    • Delimiter - Select the value of delimiter from the drop-down.
    • Position - Enter the position of entry. The first position begins at 0 and increments from there. 

Delimiter and Position fields are applied only for custom fields.

    • Command - Enter free form .NET commands as a keystroke. The specified command will be applied to the Data field automatically.
    • Call Type - Select the call type from the drop-down list and the available options are:
      • Inbound
      • Outbound
      • Preview

If you select the Call Type as Select One, then any of the above call types is applicable.

    • Wait Time  - Enter the time in milliseconds which specifies the time to make a call to the client application.
  • Click OK to save the changes or Close to discard the changes.
  • Click Save Agent Desktop button to save the changes.

Deleting an Entry

Deletes an entry. Select the row and click the Delete button to delete an entry. You will see that the color of the row changes to red.

Click Save Agent Desktop button to save the changes.

Moving Up an Entry

Moves the row up by one position. Select the required row, click Move Up button.

Click Save Agent Desktop button to save the changes.

Moving Down an Entry

Moves the row down by one position. Select the required row, click the Move Down button.

Click Save Agent Desktop button to save the changes.

Modifying an Entry

  • Double-click the entry which needs to be updated, the pop-up window appears.
  • Modify the required fields. For more information about the fields, see the Adding an Entry section.
  • Click OK to save the changes or Close to discard the changes.
  • Click Save Agent Desktop button.
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