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The elements that you select in the toolbar on the Design subtab appear on the Agent Desktop as sections. The following table contains descriptions of the elements.

GroupElementDescription
ContactsContacts

Displays all contact records, along with a search option.

HighlightDisplays important contact information.
Detail

Displays the contact details of the selected contact.

The contact details are dependent on the configuration.

InteractionsDisplays 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 the 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 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.

CallbackDisplays the assigned scheduled callbacks associated with a contact.
Screen popDisplays the customer data.

Accounts 

AccountsDisplays 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.

TicketingTicketingDisplays 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.

JIRADisplays the integrated Jira application.
RT DashboardDisplays a live dashboard for tickets.
FormsDisplays a ticket form for submission.
AgentsQueue

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.

ScheduleDisplays the assigned schedule for agents.
Stats

Displays the following statistics:

  • Productivity
  • Term Code Distribution
  • Time Distribution

For information about these statistics, see Property Descriptions 1.

KBPortalDisplays a Knowledge Base portal.
ScriptScriptDisplays the script configured through Scripts for a specific service to direct agents when performing specific actions (for example, credit card collection, welcoming).

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.

FrameDisplays an external web application with dynamic variables.
HTMLDisplays an HTML.
ImageDisplays an image.
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