Desktop Views options

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This topic is part of the manual Manage your Contact Center in Agent Setup for version Current of Agent Setup.

Use the information below to configure your Desktop Views in Agent Setup. To find out more information about all the different views available within Agent Desktop, see the topic Navigating Agent Desktop for a helpful video of the Main view as well as detailed information on such topics as the Navigation bar, the Side bar, and the Interaction bar.

In the Desktop Views section of the Contact Center Settings page, you can configure the options, below.
Important
  • For default view options, the default view is the first configured view, if visible; else it's the second configured view, if visible, and so on. If the default view option is not configured, then the default setting is used. If you do not specify all the options, then the default order is used except where an item order is specified.
  • For views order options, the default ordering is used if the views order option is not configured. If you do not specify all the options, then the default setting is used for any item not specified.

    • Default view in Region NavigationBarRegion specifies, in precedence order, the view selected by default in the Navigation Bar Region. Valid values include, Connect, Monitoring.
    • Views order in Region NavigationBarRegion specifies the order (left to right, top to bottom) in which the views are displayed in the Navigation Bar Region. Valid values include, TeamCommunicatorView, NotificationsView, VoiceMailView , PerformanceTrackerView.
    • Default view in Region ConnectRegion specifies, in precedence order, the view selected by default in the Connect Region. Valid values include, MyChannelsView, MyCampaignsView, MyHistoryView, WorkbinsView, InteractionsSearchView, ContactDirectoryView.
    • Views order in Region ConnectRegion specifies the order (left to right, top to bottom) in which the views are displayed in the Connect Region. Valid values include, MyChannelsView, MyCampaignsView, MyHistoryView, WorkbinsView, InteractionsSearchView, ContactDirectoryView.
    • Default view in Region MonitoringRegion specifies, in precedence order, the view selected by default in the Monitoring Region. Valid values include, DashboardView, MyAgentsView.
    • Views order in Region MonitoringRegion specifies the order (left to right, top to bottom) in which the views are displayed in the Monitoring Region. Valid values include, DashboardView, MyAgentsView.
    • Default View in Region ContactRegion specifies, in order of precedence, the view selected by default in the Contact region. Valid values include, ContactInformationView, ContactHistoryView.
    • Views order in Region ContactRegion specifies the order (left to right, top to bottom) in which the views are displayed in the Contact Region. Valid values include, ContactInformationView, ContactHistoryView.
    • Default view in Region HistoryInteractionDetailsRegion specifies, in order of precedence, the view selected by default in the History Interaction Details Region. Valid values include, InteractionDetailView, ContactInteractionNotePadView, StaticCaseDataView.
    • Views order in Region HistoryInteractionDetailsRegion specifies the order (left to right, top to bottom) in which the views are displayed in the History Interaction Details Region. Valid values include, InteractionDetailView, ContactInteractionNotePadView, StaticCaseDataView.
    • Default view in Region CaseSideRegion specifies, in order of precedence, the view selected by default in the Case Side Region. Valid values include, ContactView, ExtensionSectionName, SRLView, KnowledgeView, CoBrowseView.
    • Views order in Region CaseSideRegion specifies the order (left to right, top to bottom) in which the views are displayed in the Case Side Region. Valid values include, KnowledgeView, ExtensionSectionName, CoBrowseView, ContactView, SRLView.
    • Default view in Region InteractionDetailsRegion specifies, in order of precedence, the view selected by default in the Interaction Details Region. Valid values include, ContactInteractionNotePadView, DispositionView.
    • Views order in Region InteractionDetailsRegion specifies the order (left to right, top to bottom) in which the views are displayed in the Interaction Details Region. Valid values include, DispositionView, ContactInteractionNotePadView.
    • Default view in Region WorkbinInteractionDetailsRegion specifies in precedence order the view selected by default in the Workbin Interaction Details Region. Valid values include, InteractionDetailView, ContactInteractionNotePadView, StaticCaseDataView.
    • Views order in Region WorkbinInteractionDetailsRegion specifies the order (left to right, top to bottom) in which the views are displayed in the Workbin Interaction Details Region. Valid values include, InteractionDetailView, ContactInteractionNotePadView, StaticCaseDataView.