Create desktop layouts

With agent desktop, you can create customized desktop layouts for different use cases for your human agents. These include receiving inbound calls, placing outbound calls, handling chat sessions, and handling email sessions. Your layouts can contain call adapters, chat adapters, email adapters, and a wide variety of panels for other capabilities such as live transcripts, knowledge assist, and session data feeds. You can also configure custom panels to use as widgets that you can drag into panels.

After you create a desktop layout, you can configure which layouts agents see, depending on session type and other factors. These factors include team membership and which queue a session arrives in. For more information, see Set desktop layouts for agents.

Create a desktop layout

To create a desktop layout, follow these steps:

  1. In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.

  2. Go to the Agent Desktop pane.

  3. For Desktop Layout, click Manage Desktop Layout Lists. The Desktop Layout Builder page appears.

  4. Click Add desktop layout. The Add desktop layout dialog appears.

  5. In the Desktop Layout Name field, enter a name for your desktop layout.

  6. Optional: For Panel Size Control, clear the Allow Agents To Control Size of Panels checkbox if you don't want agents to change the panel sizes.

  7. Do one of the following:

    • To create a desktop layout for handling calls (and, optionally, chats or emails too), do the following:

      1. For Channel, select Call Adapter.

      2. Click Next. The Desktop Layout Builder page appears.

      3. To use an external call adapter, select the External checkbox.

      4. To display a chat adapter, select the Chat Adapter checkbox.

      5. To display an email adapter, select the Email Adapter checkbox.

      6. To customize the number and size of the panels, do any of the following:

        • Click Click to split a pane Split panel to split a panel.

        • Click Close this panel to close a panel.

        • Drag lines between panels to resize the panels.

      7. Drag a widget into a panel. For widgets that require Agent Assist, be sure to set up Agent Assist.

      8. Continue dragging widgets into panels until every panel has a widget. Drag the Session Data Feed widget into a panel if you want to capture data about sessions for later analysis. For more information, see Session data feed.

      9. Click Save. Your new layout appears in the Desktop Layout list.

    • To create a desktop layout exclusively for handling chats or emails, do the following:

      1. For Channel, select Chat Adapter or Email Adapter, depending on the type of session the layout is for.

      2. Click Next. The Desktop Layout Builder page appears.

      3. To customize the number and size of the panels, do any of the following:

        • Click Click to split a pane Split panel to split a panel.

        • Click Close this panel to close a panel.

        • Drag lines between panels to resize the panels.

      4. Drag a widget into a panel. For widgets that require Agent Assist, be sure to set up Agent Assist.

      5. Continue dragging widgets into panels until every panel has a widget. Drag the Session Data Feed widget into a panel if you want to capture data about sessions for later analysis. For more information, see Session data feed.

      6. Click Save. Your new layout appears in the Desktop Layout list.

Edit a desktop layout

To edit a desktop layout, follow these steps:

  1. In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.

  2. Go to the Agent Desktop pane.

  3. For Desktop Layout, click Manage Desktop Layout Lists. The Desktop Layout Builder page appears.

  4. For the desktop layout that you want to edit, click More, and then click Edit Layout. The Desktop Layout Builder page appears.

  5. Make changes to the layout, and then click Save.

Duplicate a desktop layout

To duplicate a desktop layout, follow these steps:

  1. In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.

  2. Go to the Agent Desktop pane.

  3. For Desktop Layout, click Manage Desktop Layout Lists. The Desktop Layout Builder page appears.

  4. For the desktop layout that you want to duplicate, click More, and then click Duplicate. A duplicate desktop layout appears.

Rename a desktop layout

To rename a desktop layout, follow these steps:

  1. In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.

  2. Go to the Agent Desktop pane.

  3. For Desktop Layout, click Manage Desktop Layout Lists. The Desktop Layout Builder page appears.

  4. For the desktop layout that you want to rename, click More, and then click Edit Layout Setting. The Edit desktop layout dialog appears.

  5. In the Desktop layout name field, enter a new name.

  6. Optional: To change whether agents can control the size of panels, select or clear the Allow agents to control size of panels checkbox.

  7. Click Save.

Delete a desktop layout

To delete a desktop layout, follow these steps:

  1. In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.

  2. Go to the Agent Desktop pane.

  3. For Desktop Layout, click Manage Desktop Layout Lists. The Desktop Layout Builder page appears.

  4. For the desktop layout that you want to delete, click More, and then click Delete. The Delete layout dialog appears.

  5. Click Delete.