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Agent Desktop settings

Configuring your Agent Desktop settings involves customizing the available options to meet the specific needs of your contact center.

To access the Contact Center Settings tab, click Contact Center Settings on the main menu. Then, on the Contact Center Settings tab, select the Desktop Settings option from the navigation menu. You can see only the objects that permissions enable you to view. If you need to edit an object that you don't see on the interface, contact your administrator.

You can customize the following objects:

Dispositions

On the Desktop Settings > Dispositions page, you can create a list of Disposition options to be displayed when an agent makes an outbound call or transfer. Dispositions are descriptions of the final outcome of a call. These codes are used to flag calls for reporting purposes.

Creating a sharable Disposition business attribute

Dispositions can be used as sharable business attributes for agents, agents groups, and the global contact center. To view an article about how to create sharable business attributes, see Sharing Business Attributes in Agent Setup.
Tip
  • To view an example of Disposition options in Agent Desktop, see What do I do at the end of a call? in Workspace Web Edition Help.
  • In the table of configured Dispositions, in addition to selecting and adding Dispositions, you can also filter items using the Quick Filter field and delete a Disposition.

Selecting a disposition

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  1. Select a business attribute:
    1. Select the folder you want to view from the Folder drop-down list box.
    2. Click the second drop-down list box and select the business attribute for the Disposition.

      You can consider a business attribute to be the container that holds a list of Dispositions that have a common theme.

  2. Select a Disposition from the list.

Adding a disposition

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  1. Select the folder you want to view from the Folder drop-down list box.
  2. Click the second drop-down list box and select the business attribute into which you want to add the Disposition.
  3. Click Add.
  4. Type the Name and Display Name for the new Disposition.
Tip
To add a new folder to the list, you can do one of the following:
  • Click Add Folder; or
  • To add a subfolder, click the Folder drop-down list box, select a folder, and then click the Add folder icon.

Custom agent states

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On the Custom Agent States tab, you can add custom agent states that an agent can select for:

  • After-call work
  • Not ready reasons

You can organize custom agent states into folders. When you select the Folder option, a drop-down list box is displayed where you can select a folder or click the add folder icon Umgr icon addFolder.png to create a new folder.

Global Favorites

You can create a list of globally favorite contacts and internal targets (like other agents, team leads, or call routing) in the Team Communicator for your agents. The Team Communicator is a contact directory that enables agents to view and manage contacts and contact information. A global favorite because it is marked by a locked star icon and cannot be removed from the Global Favorites list by an agent.


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Click Desktop Settings > Global Favorites, and then select one of the following type for each entry:

  • Agents
  • Agent groups
  • Skills
  • Routing points
  • Custom contacts

Then select the name of the contact entry from the second drop-down list box. You must also select a category. Categories allow you to organize how the favorites are displayed to the agent. For example, you might include a Supervisor category. You set up your categories by clicking inside the third drop-down list box and selecting New. After you assign a category, click Add.

You can add and delete global favorites, but you can't edit them after they are created.

Statistic definitions

You can configure what agent and contact center statistics are displayed to the Agent on their desktop. On the Statistics tab, you can:

  • Add and edit statistics
  • Import custom statistics
  • Export all statistics

Agent statistics

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To access the Agent Statistics screen, click Statistics, and then click Agent Statistics. Click Add, select an option from the Statistic drop-down list box, configure the attributes for the statistic, and then click Add.

[+] Show a list of Agent Statistic attributes

Contact center statistics

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To configure Contact Center Statistics, you must add a resource. Resources can include agent groups, queues, and routing points. In the first drop-down list box, select the type of resource you want to add, and then select the the resource from the second drop-down list box. Click Add Resource to add a row to the Contact Center Statistics table.

Then you can add a statistic by clicking Add Statistics and configuring the options. This action adds a column to the Contact Center Statistics table.

The black checkmarks indicate that the statistic applies to a resource. For example, the current number in queue statistic does not apply to agents. Workspace Web Edition agent desktops shows only statistics with check marks; other desktops show only statistics with hyphens (-).

Important
Agents can only see Route Points on switches they are given permission to view. For example: Your Contact Center Statistics are configured to monitor the following routing points: RP1, RP2, and RP3. RP1 belongs to one switch while RP2 and RP3 belong to another switch. An agent who is only configured to log into the switch that contains RP1 can only see RP1 in the Contact Center Statistics. RP2 and RP3 are not visible to the agent because they belong to a switch that agent doesn’t have permission to access.

Managing statistic definitions

Using the Statistic Definitions tab, you can import, export, add, and edit statistic definitions. The supported formats for the statistic definition files are: .CSV and .YAML.

About CSV files

The .CSV file must be a text file in a comma-separated format. In the source file each line represents a single statistic.

About YAML files

Use a YAML file to import custom statistics from a valid .YAML file. The following example shows one custom statistic from a sample .YAML file:

[+] Show an example

How do I import custom statistic definitions?

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To import a .CSV or .YAML file that contains your custom statistic definitions, click Import, select your file, and then click Open. User Setup validates the file and indicates which, if any, values need to be corrected. If you receive such a message, make the recommended corrections and then try again.

How do I export statistic definitions?

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You can export your statistic definitions to an external .CSV or .YAML file. You can select your custom statistics, global statistics, or both. Then you can choose which file type to export. The exported file downloads to your local computer.

Supported Web Services and Application statistics

The following list includes all the statistics that Web Services and Application supports:

Queue Statistics

[+] Total_Answered

[+] Total_Abandoned

[+] Current_In_Queue

[+] CurrMaxCallWaitingTime

[+] ServiceLevel

[+] AverageWaitingTime

Skills Statistics

[+] CurrentNotReadyAgents

[+] CurrentReadyAgents

[+] CurrNumberInCall

[+] LongestIdleTime

[+] AverageHandlingTime

[+] ServiceLevel

Agent Statistics

[+] AverageHandlingTime

[+] Productivity

[+] InboundCalls

[+] InternalCalls

[+] OutboundCalls

[+] ConsultCalls

[+] ReadyDuration

[+] WrapDuration

[+] TalkDuration

[+] HoldDuration

Agent Statistics for eServices

[+] AverageHandlingTime_Chat

[+] AverageHandlingTime_Email

[+] Productivity_Chat

[+] Productivity_Email

[+] InboundChats

[+] InboundEmails

[+] ChatDuration

[+] EmailDuration

[+] TimeInCurrentChat

[+] TimeInCurrentEmail

[+] OutboundEmails

[+] TransferredChats

[+] MissedChats

[+] RejectedChats

[+] TransferredEmails

[+] MissedEmails

[+] RejectedEmails

[+] ReadyDuration_Email

[+] ReadyDuration_Chat

External URLs

You can integrate internal and external websites into your agent's Workspace main view. At the Workspace level, the external website is displayed in dedicated tabs. These tabs allow you to access the website without leaving Workspace.


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At the interaction level, there are two ways to display websites depending the main interaction type.

  • For voice, the external Website is displayed in the background when an interaction is selected. When the interaction is unselected or closed, the external website is replaced with the previous panel displayed in the background.
  • For multimedia, the external website is displayed in a dedicated view in the case data.

To add a URL to the list, select Workspace or Interaction from the Level menu, type a label for the URL, type or paste the URL in the URL field, and click Add.

Case Data

On the Desktop Settings > Case Data page, you can specify the information to be displayed to the agent when a call, chat, or other interaction when an interaction is transferred to them.

Creating a sharable Case Data business attribute

Case data can be used as sharable business attributes for agents, agents groups, and the global contact center. To view an article about how to create sharable business attributes, see Sharing Business Attributes in Agent Setup.

Tip
  • To view an example of Case Data in Agent Desktop, see Contact and interaction history in Workspace Web Edition Help.
  • In the table of configured Case Data, in addition to selecting and adding Case Data, you can also filter items using the Quick Filter field and delete a Case Data.

Selecting Case Data

1
  1. Select a business attribute:
    1. Select the folder you want to view from the Folder drop-down list box.
    2. Click the second drop-down list box and select the business attribute for the Disposition.

      You can consider a business attribute to be the container that holds a list of Dispositions that have a common theme.

  2. Select a Case Data from the list.

Adding Case Data

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Select the folder you want to view from the Folder drop-down list box.

  1. Click the second drop-down list box and select the business attribute into which you want to add the Case Data.
  2. Click Add.
  3. Specify a name and display name.
  4. Select Mandatory to specify that the case data is mandatory.
  5. Enable the Read Only option if you do not want the agent to be able to update the data. Or, select a data validation type, such as Boolean, String, or Integer, which allows the agent to edit the data. Note that if the case data is mandatory, the Read Only option is disabled.
Tip
To add a new folder to the list, you can do one of the following:
  • Click Add Folder; or
  • To add a subfolder, click the Folder drop-down list box, select a folder, and then click the Add folder icon.

To configure the order in which the case is displayed in the UI, click Sort Case Data and follow the instructions in the dialog box.

Toast Data

On the Desktop Settings > Toast Data page, you can specify the information to be displayed to the agent when they receive a call, chat, or other interaction.

Creating a sharable Toast business attribute

Toast Data can be used as sharable business attributes for agents, agents groups, and the global contact center. To view an article about how to create sharable business attributes, see Sharing Business Attributes in Agent Setup.

Tip
  • To view an example of Toast Data in Agent Desktop, see Contact and interaction history in Workspace Web Edition Help.
  • In the table of configured Toast Data, in addition to selecting and adding Toast Data, you can also filter items using the Quick Filter field and delete a Toast Data.

Selecting Toast Data

1
  1. Select a business attribute:
    1. Select the folder you want to view from the Folder drop-down list box.
    2. Click the second drop-down list box and select the business attribute for the Disposition.

      You can consider a business attribute to be the container that holds a list of Dispositions that have a common theme.

  2. Select a Toast Data from the list.

Adding Toast Data

1

Select the folder you want to view from the Folder drop-down list box.

  1. Click the second drop-down list box and select the business attribute into which you want to add the Toast Data.
  2. Click Add.
  3. Specify a name and display name.
Tip
To add a new folder to the list, you can do one of the following:
  • Click Add Folder; or
  • To add a subfolder, click the Folder drop-down list box, select a folder, and then click the Add folder icon.

Caller ID

On the Desktop Settings > Caller ID page, you can create a list of Caller Identification (ID) options to be displayed when an agent makes an outbound call or transfer. A Caller ID is typically the phone number that you want displayed on the phone of the person who receives the call when the agent consults, conferences, or transfers a call.

You can also specify a display name, such as your company name, to be included with the Caller ID. For example, SalesForMore 1-555-555-5555. In this case, Agent Desktop shows SalesForMore on the list of Caller IDs that an agent can select.

Creating a sharable Caller ID business attribute

Caller IDs can be used as sharable business attributes for agents, agents groups, and the global contact center. To view an article about how to create sharable business attributes, see Sharing Business Attributes in Agent Setup.
Tip
  • To view an example of Caller ID options in Agent Desktop, see How do I manually select a Caller Identification? in Workspace Web Edition Help.
  • In the table of configured Caller IDs, in addition to selecting and adding Caller IDs, you can also filter items using the Quick Filter field and delete a Caller ID.

Selecting a Caller ID

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  1. Select a business attribute:
    1. Select the folder you want to view from the Folder drop-down list box.
    2. Click the second drop-down list box and select the business attribute for the Caller ID.

      You can consider a business attribute to be the container that holds a list of Caller IDs that have a common theme.

  2. Select a Caller ID from the list.

Adding a new Caller ID

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  1. Select the folder you want to view from the Folder drop-down list box.
  2. Click the second drop-down list box and select the business attribute into which you want to add the Caller ID.
  3. Click Add.
  4. Type the Name and Display Name for the new Caller ID.
Tip
To add a new folder to the list, you can do one of the following:
  • Click Add Folder; or
  • To add a subfolder, click the Folder drop-down list box, select a folder, and then click the Add folder icon.


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