Admin Guides copy

Page tree

You can configure multiple widgets to display on the agent's desktop with the help of extended panel configuration.

To configure these widgets:

  1. Navigate to Configure > Agent > Agent Desktop. 
  2. Select the required desktop from Desktops drop-down menu.
  3. Select Agent Panel + Extended Panel option; the Extended Panel tab appears as shown below:

Adding Widgets on Extended Panel of Agent Desktop

The available widgets are as below: 

To add a new widget:

  1. Select the widget from Available Widgets.
  2. Click the Add button. You are presented with another screen to enter specific information. See the widget section (with the above links ) for details on how to add and configure selected widget.
  3. Once configured, the widget is added to the Active Widgets section. 
  4. Click Save Agent Desktop button from the bottom of the screen to save all the changes.

You can add up to 20 configurable widgets to the Active list.

Modifying a Widget

To modify a widget:

  1. Double-click a widget from the Active Widgets section. You are presented with the Edit screen.
  2. Update all the required options.
  3. Click OK to save the changes.
  4. Click Save Agent Desktop button from the bottom of the screen to save the changes. 

Deleting a Widget

  1. Select a widget from the Active Widgets section.
  2. Click the Delete button. Selected widgets become red in color.
  3. Click Save Agent Desktop button from the bottom of the screen to save the changes.

Support Expressions

The Support Expressions field helps to create or link dynamic fields within the URL using the Expression Builder window.

To add the support expression:

  1. Select the Supports Expressions checkbox from the Extended Panel tab to enable Expression Builders.
     
  2. Once you enabled Supports Expression field, once you are presented with the Add or Edit screen for the widget, a link appears next to the URL screen, as shown in the example below:
  3. Click the link to go to the Expression Builder screen. and .
  4. Select the expression from the field under Operations and Functions.
  5. Click OK to save the changes or Click Close to discard the changes.

Display Style of Widgets

The Layout drop-down menu allows you to select the display style of widgets on the Agent Desktop with extended Panel. The available options as given below:

  • Tiles: Displays widgets in tiles format
  • Tabs: Displays widgets in tabs format

If you have selected Tiles option, standard widgets may not display the table, graphs, or charts unless the widget is expanded on the Agent Desktop. You can configure the Tabs option to avoid it.

Stateless Widgets

The Stateless Panel option allows you to configure the widgets which are independent of the agent state. 

If the Stateless Panel is enabled, the Event selection option is not available when configuring widgets. The below screen shows the available Event option when configuring widget with disabled Stateless Panel option.

  • Secure Payment Capture widgets can only be opened in On Call state.

Configuring the Order of Widgets

You can configure the order of widgets in which they appear on the extended panel (Standard UAD & through ADN) for Tabs layout only. 

To configure the order of widgets:

  1. Select the Stateless Panel checkbox and Tabs as Layout.
  2. To change the order of widgets, select the widget from Active Widgets and click the Move Up or Move Down button.
  3. Click Save Agent Desktop button from the bottom of the screen to save the changes.


  • No labels