Agent desktop is a customizable interface that provides agents quick access to the information and tools they need to handle customer sessions. The desktop layout includes the agent adapter as well as configurable panels that display information or tools. You can configure a distinct desktop layout for each session type: inbound calls, outbound calls, or chats. You can then can configure which desktop layout that an agent sees when they answer an inbound call, place an outbound call, or handle a chat. You can also configure announcements to communicate updates, alerts, and other important information directly to agents.
Permissions
Users with the Admin role can configure agent desktop settings and announcements but can't use the agent desktop. Conversely, users with the Agent role can use the agent desktop but can't configure agent desktop settings and announcements. If you're an administrator who needs to use the agent desktop, be sure that your user has both the Admin and the Agent roles. For more information, see User roles and permissions.
You can create a custom role if the default user roles in CCAI Platform don't meet your needs. If you want a custom role that lets a user configure the agent desktop, configure announcements, or use the agent desktop, you need to select the correct permission settings for that custom role. The following procedure shows you how to find the agent desktop permission settings that you need when you create a custom role.
To find the permission settings for the agent desktop, do the following:
In the CCAI Platform portal, click Settings > Users & Teams. If you don't see the Settings menu, click Menu.
Click Roles & Permissions.
Do either of the following:
To find the permission settings for configuring the agent desktop and announcements, do the following:
For Admin, click View. The Edit Role dialog appears.
For Settings > Agent Desktop, click to display the remaining Agent Desktop permission settings. The following agent desktop permissions for administrators display:
Settings > Operation Management > All
Settings > Agent Desktop > All
Settings > Agent Desktop > Layout and panel Management
Settings > Announcement Management
To find the permission settings for using the agent desktop, do the following:
For Agent, click View. The Edit Role dialog appears.
For Function > Agent > All, click to display the Agent permission settings. The following agent desktop permissions for agents display:
Function > Agent > All
Function > Agent > Calls, chats, messaging
Function > Agent > Agent Desktop
Click Cancel.