General desktop settings

This page explains how to configure the following:

  • The position of the agent adapter in the desktop layout.

  • Limits on the number of allowed session tabs and the amount of time session tabs can remain open or available.

Agent adapter position

You can choose whether the call adapter and chat adapter appear on the left side or the right side of the desktop layout.

To change the agent adapter position, 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 Adapter position, click Left side or Right side, depending on your preference.

  4. Click Save Agent Desktop. A confirmation dialog appears.

  5. Click Save.

Session tab limits

By default, Contact Center AI Platform (CCAI Platform) sets limits on the number of allowed session tabs and the amount of time session tabs can remain open or available. You can change these settings if you need to.

To configure session tab limits, do the following:

  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 Session Tabs, enter a new number in any field where you want to change the limit.

  4. Click Save Agent Desktop.