Configure custom panels

You can configure a custom panel that points to an externally-available capability. This custom panel appears as a widget in the desktop layout builder. Then, when you create desktop layouts, you can drag the widget into a panel.

Configure a custom panel

To configure a custom panel, follow these steps:

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

  2. Go to the Agent Desktop pane.

  3. For Custom panel management, click Manage custom panels list. The Custom Panel pane appears.

  4. Click Add custom panel. The Add Custom Panel pane appears.

  5. In the Custom panel name field, enter a name for the custom panel.

  6. Optional: For Custom URL, clear the Display a navigation bar in custom panel checkbox if you don't want a navigation bar to display with this custom panel.

  7. In the Display URL field, enter the URL to an external capability for this custom panel.

  8. To add an HTTP header, do the following:

    1. For HTTP Headers, click Add field. The Add field dialog appears.

    2. In the Field key field, enter the header key name.

    3. In the Field value field, enter the header value.

    4. Click Add.

  9. Repeat these steps to add additional HTTP headers.

  10. Click Add. Your custom panel appears in the Custom Panel list.

When you create desktop layouts, the custom panels that you configure appear as widgets that you can drag into panels in the desktop layout builder.

Variables

You can include the following variables in URLs and HTTP header field values. These variables capture agent, end-user, and session information.

Agent variables

  • {AGENT_ID}: the agent ID

  • {AGENT_CUSTOM_ID}: the agent's custom ID

  • {AGENT_EMAIL}: the agent's email

  • {AGENT_ALIAS}: the agent's alias

End-user variables

  • {UJET_ID}: the end-user ID

  • {ANI}: the end-users' phone number

  • {DEVICE_TYPE}: the device type of the end-user

Session variables

  • {SESSION_TYPE}: the session type

  • {PHONE_NUMBER}: the end-users' phone number

  • {SESSION_ID}: the call ID or chat ID

  • {MENU_PATH}: the URL path to the menu

  • {QUEUE_NAME}: the name of the queue

  • {QUEUE_ID}: the internal queue ID

  • {LANGUAGE}: the queue language

  • {OUTBOUND_PHONE_NUMBER}: the outbound phone number

  • {SUPPORT_PHONE_NUMBER}: the support phone number the end-user is calling

Functions

You can include functions from the following table in URLs and HTTP header field values.

Function Syntax Description
Default value =DEFAULT_VALUE(value_1, value_2) Uses value_1 unless null or empty, then uses value_2.
Concatenation OR =CONCAT_OR(value_1, value_2, value_3) Concatenation of multiple values with OR. Example: value_1 OR value_2 OR value_3.
Concatenation AND =CONCAT_AND(value_1, value_2, value_3) Concatenation of multiple values with AND. Example: value_1 AND value_2 AND value_3.
JSON =JSON({"key_1":"value_1", "key_2":"[value_2]"}) JSON to string. Example: {"key_1":"value_1","key_2":"value_2"}.
JSON array =JSON_ARRAY({"key_1":"value_1"},{"key_2":"value_2"}) JSON array to string. Example: [{"key_1":"value_1"},{"key_2":"value_2"}].