The elements (components) that you add to the canvas from the toolbar appear on the Agent Desktop as sections. The following table describes the elements.
| Group | Element | Description |
|---|---|---|
| Contacts | Contacts | Displays all contact records, along with a search option. |
| Highlight | Displays important contact information. | |
| Detail | Displays the contact details of the selected contact. | |
| Interactions | Displays all the attempted and successful interaction history associated with a contact. | |
| Actions | Displays all contact tasks, along with a search option and the option for an agent to set reminders for follow-up activities (such as an email or a phone call) for a contact. | |
| Directory | Displays all the phone numbers and the email addresses associated with a contact, along with the option for an agent to modify them. | |
| Notes | Displays all the notes associated with a contact. | |
| Callback | Displays the assigned scheduled callbacks associated with a contact. | |
| Screen pop | Displays the customer data. | |
Accounts | Accounts | Displays all accounts, along with a search option. |
| Dashboard | Displays a graphical representation of the account overview, volume, peak hours, peak days, agents, and agent teams, along with all accounts. | |
| Notes | Displays all account notes, along with a search option. | |
| Ticketing | Ticketing | Displays the ticketing application, along with the associated accounts, contacts, and notes, enabling your agents to manage tickets from multi-channel sources. |
| Dashboard | Displays a graphical representation of the ticket overview, volume, peak hours, peak days, agents, and agent teams, along with a list of all tickets. | |
| Tickets | Displays all tickets, along with a search option. | |
| JIRA | Displays the integrated Jira application. | |
| RT Dashboard | Displays a live dashboard for tickets. | |
| Forms | Displays a ticket form for submission. | |
| Recent Viewed | Displays the last 10 accounts, last 10 contacts, and last 10 tickets that the agent viewed. If you add the Recent Viewed element to the canvas, ensure that you also add the Ticketing element to the canvas. Adding the Ticketing element ensures that the agent can also access the recently viewed records. | |
| Agents | Queue | Displays all the tasks for agents, along with a search option. Agents can access arbitration, e-learning, coaching, and scheduling tasks through their work queue. You can also specify the tasks to appear in the work queue of agents. |
| Schedule | Displays the assigned schedule for agents. | |
| Stats | Displays the following statistics:
| |
| KB | Portal | Displays a Knowledge Base portal. |
| Script | Script | Displays the script configured through Script Builder Tab for a specific service to direct agents when performing specific actions (for example, collecting the credit card information). |
Other (This group contains elements that you can use to simultaneously display multiple scripts on the desktop.) | Home Bar | Displays a home bar, which contains the account name, search box, and icons that can be configured to display different pages. |
| Frame | Displays an external web application with dynamic variables. | |
| HTML | Displays an HTML. | |
| Image | Displays an image. |