Spring24 Admin Guide

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  • The Custom Panel widget is used to invoke external URLs with the agent desktop.

    To add a widget:

    1. Select Custom Panel from the Available Widgets section.
    2. Click Add. You are presented with Add - Custom Panel screen.
      1. Window Title - Enter the widget name.
      2. Enabled - Select the checkbox to enable the widget on Agent Desktop.

      • URL - Enter the URL for the website you want to display on the agent desktop.

        If the website you are trying to display on the agent desktop has any embedded security/constraint in the opening in an iFrame, then you can open an external window with URL entered in the Request Parameters field. 

      • Request Parameters - Displays the criteria from the agent desktop to push to the URL. 

        The Unified Agent Desktop supports two types of URLs:

        • Restful - Uses the expression builder.

        • Parameter - Does not require expression builder. 

        You need to know the key to the site you are using  ( i.e. google [q#], amazon [s]).  If your URL requires custom expression, you may use the expression builder. 

    3.  You can configure optional features from the Config tab in the Add - Custom Panel screen.

      1. Open Full Screen - Allows you to display the widget on a full window screen

      2. Open Externally - Allows you to open a specific widget as an external window

        • Make Resizable - Allows you to resize the widget opened externally or on extended panel of Agent Desktop

      3. Open on Event - Select the event which will activate the widget. The available events are as given below:

        • On Login - Widget appears once the agent logs in
        • On Ready - Widget appears when the agent switches to Ready state. 
        • On Not Ready - Widget appears when the agent switches to Not Ready state. 
        • On Call - Widget appears once the agent gets connected to the call.

        • On Save Disposition - Widget appears in an external window after selecting the term code.

        • On Start Secure Payment - Widget appears when the agent presses the Start button on the secure payment capture pop up window. 
        • On Stop Secure payment - Widget appears when the agent presses the Cancel button on the secure payment capture pop up or the caller disconnects from the call in the IVR.
        • On Pause Call Recording - Widget appears when the agent presses the pause button of call recording controls.
        • On Resume Call Recording - Widget appears when the agent presses the resume button of call recording controls.
        • On Stop Call Recording - Widget appears when the agent presses the stop button of call recording controls.

        • On Logoff- Widget appears inan external window once agent logs off.

          Open on Event option is not available if the Stateless Panel option is enabled. 

    4. Click OK to save the changes.
    5. Click Save Agent Desktop button from the bottom of the screen to save all the changes.



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