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You can configure the properties of the elements that appear on the U-CRM Agent Desktop by using the Properties subtab.

The following table describes the fields (includes checkboxes) and the buttons that appear on the Properties subtab for a given element.

The Elements for Which This Field/Button Appears section in the following table contains the elements that appear on the Design subtab, along with the groups within which the specified elements appear on the Design subtab.
 
For example, in the Element column, the value Agents: Queue indicates that Agents is a group and Queue is the element that appears within the Agents group on the Design subtab.

Field/ButtonDescription

Account Detail Screen

Enables you to configure the display of the Detail tab of a record (account, contact, or ticket). 

For more information, see Screen Configuration Window.

Ticketing: Ticketing, Tickets List

Account Highlight Screen

Enables you to configure the display of the main area of a record (account, contact, or ticket). 

For more information, see Screen Configuration Window.

Ticketing: Ticketing, Tickets List

Acknowledgement

Enables you to specify if acknowledgment tasks for the agent are displayed on the desktop.

Agents: Queue

Allow Account Deletion

Enables you to specify if an agent can delete an account.

  • Accounts: Accounts List
  • Ticketing: Ticketing

Allow Account Export

Enables you to specify if an agent can export accounts.

  • Accounts: Accounts List
  • Ticketing: Ticketing

Allow Account Import

Enables you to specify if an agent can import accounts.

  • Accounts: Accounts List
  • Ticketing: Ticketing

Allow Accounts

Enables you to specify if an agent can view the accounts associated with a contact through the Accounts tab.

Contacts: Contacts List

Allow Contact Deletion

Enables you to specify if an agent can delete a contact.

  • Contacts: Contacts List
  • Ticketing: Ticketing

Allow Contacts

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

Accounts: Accounts List

Allow Encrypted Fields

Enables you to specify if the encrypted fields are enabled when an agent views an account, contact, or ticket (as applicable).

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

Allow Note Deletion

Enables you to specify if an agent can delete a note.

Accounts: Accounts Notes

Allow Omni Search

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

Ticketing: Ticketing

Allow Playing Audio Recording

Enables you to specify if an agent can play an audio recording.

Contacts: Contact Interactions, Contacts List

Allow Teckst

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

Allow Ticket Deletion

Enables you to specify if an agent can delete a ticket.

Ticketing: Ticketing, Tickets List

Allow Ticket Export

Enables you to specify if an agent can export tickets.

Ticketing: Ticketing, Tickets List

Allow Ticket Import

Enables you to specify if an agent can import tickets.

Ticketing: Ticketing, Tickets 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 List
  • Contacts: Contacts List

Arbitration

Enables you to specify if arbitration tasks for the agent are displayed on the desktop.

Agents: Queue

Auto Load

Enables you to specify if the external web address is loaded automatically when an agent logs in to the desktop.

Other: Frame

Callbacks

Enables you to specify if callback tasks for the agent are displayed on the desktop.

Agents: Queue

Coaching

Enables you to specify if coaching tasks for the agent are displayed on the desktop.

Agents: Queue

Color

Enables you to specify the color for the manual script.

Script: Script

Configure

Enables you to configure the function buttons. 

For more information, see Configuring a Function Button.

  • Accounts: Accounts List
  • Contacts: Contacts List
  • Other: Home Bar
  • Ticketing: Ticketing

Configure URL Query Params

Enables you to pass parameters to the external application.

Other: Frame

Contact Detail Screen

See the Account Detail Screen row.

Ticketing: Ticketing, Tickets List

Contact Directory Screen

See the Directory Screen row.

Ticketing: Ticketing

Contact Highlight Screen

See the Account Highlight Screen row.

Ticketing: Ticketing, Tickets List

Detail Screen

See the Account Detail Screen row.

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

Directory Screen

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.

  • 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.

Contacts: Contact Directory, Contacts List

eLearning

Enables you to specify if e-learning tasks for the agent are displayed on the desktop.

Agents: Queue

Email

Enables you to specify if email tasks for the agent are displayed on the desktop.

Agents: Queue

Enable manual start script

Enables you to specify if a manual script is enabled on the desktop.

Script: Script

Header

Enables 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, Ticketing, Dashboard, Tickets, RT Dashboard

Header Position

Enables you to specify the position (left, right, top, or bottom) of the title bar.

  • 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

Hello, Customer Name

Enables you to display the name of the customer on the home bar.

Highlight Screen

See the Account Highlight Screen row.

  • Accounts: Accounts List
  • Contacts: Contact Highlight, Contacts List

Image Position

Enables you to specify the position of the uploaded image.

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

Other: Image

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:

  • Login ID of the agent
  • Agent Desktop version
  • About LiveVox
  • LiveVox Customer Care

Other: Home Bar

KB Portal

Enables you to specify a published Knowledge Base (KB) portal (online library of information) for the desktop.

KB: Portal

New Ticket using Forms

Enables you to specify the ticket forms that your agents can use to create a ticket.
New Ticket Using Forms Window

  • You can specify the forms by selecting them in the Available Forms section and then clicking the right arrow icon  right-arrow icon.
  • You can remove the selected forms by selecting them in the Selected Forms section and then clicking the left arrow icon  left-arrow icon.
  • You can revert your changes by clicking the reset icon reset icon.

Ticketing: Ticketing

Next Page Button

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

Other: Home Bar

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: Home Bar

Notification

Enables you to specify if notification tasks for the agent are displayed on the desktop.

Agents: Queue

Omni Search Field

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

Other: Home Bar

Previous Page Button

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

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


Other: Home Bar

Scheduling

Enables you to specify if scheduling tasks for the agent are displayed on the desktop.

Agents: Queue

Screen Pop

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

Other: Home Bar

Search By

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

Other: Home Bar

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 the customer's data.

SMS

Enables you to specify if SMS tasks for the agent are displayed on the desktop.

Agents: Queue

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:
    • RPC Complete: Includes the 1 - PTP (RPC) termination code category (Promise to Pay Right Party Contacts Complete).
    • RPC Incomplete: Includes the 2 - RPC termination code category (Right Party Contacts).

    • WPC: Includes the 3 - WPC termination code category (Wrong Party Contacts—the total number of calls that were made to the unintended party).

    • Non Contacts: Includes the 4 - OTHER termination code category.

  • Time Distribution: Represents the time spent by an agent in productive and non-productive (Not Ready) states for the current day.

Agents: Stats

Support Tickets Bulk Update

Enables you to specify if an agent can update multiple tickets simultaneously.

Ticketing: Ticketing, Tickets List

Teckst Client ID

Enables you to enter your Teckst ID if you have selected the Allow Teckst checkbox. To obtain your Teckst 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.

  • Agents: Queue
  • Contacts: Contact Actions, Contact Detail, Contact Directory, Contact Highlight, Contacts List
  • Ticketing: Ticketing

Text

Enables you to specify the text for the manual script.

Script: Script

Theme

Enables you to specify a color for the title bar.

  • 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

Ticket Detail Screen

See the Account Detail Screen row.

Ticketing: Ticketing, Tickets List

Ticket Form

Enables you to specify a published ticket form (template for tickets) for the desktop.

Ticketing: Forms

Ticket Highlight Screen

See the Account Highlight Screen row.

Ticketing: Ticketing, Tickets List

Title

Enables you to specify a title for the element on the desktop.

  • 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

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

Agents: Stats

URL

Enables you to specify the web address of an external application to be displayed on the desktop.

Other: Frame

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