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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 menuMenu.
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 visibilityView. The Edit Role dialog appears.
For Settings > Agent Desktop, click expand_more 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 visibilityView. The Edit Role dialog appears.
For Function > Agent > All, click expand_more to display the Agent
permission settings. The following agent desktop permissions for
agents display:
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[],[],null,["# Agent desktop\n\n| **Preview**\n|\n|\n| This feature is subject to the \"Pre-GA Offerings Terms\" in the General Service Terms section\n| of the [Service Specific Terms](/terms/service-terms#1).\n|\n| Pre-GA features are available \"as is\" and might have limited support.\n|\n| For more information, see the\n| [launch stage descriptions](/products#product-launch-stages).\n\nAgent desktop is a customizable interface that provides agents quick access to\nthe information and tools they need to handle customer sessions. The [desktop\nlayout](/contact-center/ccai-platform/docs/agent-desktop-create-desktop-layouts) includes the agent adapter as well\nas configurable panels that display information or tools. You can configure a\ndistinct desktop layout for each session type: inbound calls, outbound calls, or\nchats. You can then can configure which [desktop layout that an agent\nsees](/contact-center/ccai-platform/docs/agent-desktop-set-desktop-layouts) when they answer an inbound call, place\nan outbound call, or handle a chat. You can also [configure announcements](/contact-center/ccai-platform/docs/agent-desktop-configure-announcements#permissions) to\ncommunicate updates, alerts, and other important information directly to agents.\n\nPermissions\n-----------\n\nUsers with the Admin role can configure agent desktop settings and announcements\nbut can't use the agent desktop. Conversely, users with the Agent role can use\nthe agent desktop but can't configure agent desktop settings and announcements.\nIf you're an administrator who needs to use the agent desktop, be sure that your\nuser has both the Admin and the Agent roles. For more information, see [User\nroles and permissions](/contact-center/ccai-platform/docs/user-roles-permissions).\n\nYou can create a [custom role](/contact-center/ccai-platform/docs/user-roles-permissions#custom_roles_permissions) if the default user\nroles in CCAI Platform don't meet your needs. If you want a custom role\nthat lets a user configure the agent desktop, configure announcements, or use\nthe agent desktop, you need to select the correct permission settings for that\ncustom role. The following procedure shows you how to find the agent desktop\npermission settings that you need when you create a [custom\nrole](/contact-center/ccai-platform/docs/user-roles-permissions#custom_roles_permissions).\n\nTo find the permission settings for the agent desktop, do the following:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Users \\& Teams** . If\n you don't see the **Settings** menu, click menu **Menu**.\n\n2. Click **Roles \\& Permissions**.\n\n3. Do either of the following:\n\n - To find the permission settings for configuring the agent desktop and\n announcements, do the following:\n\n 1. For **Admin** , click visibility\n **View** . The **Edit Role** dialog appears.\n\n 2. For **Settings \\\u003e Agent Desktop** , click expand_more to display the remaining\n **Agent Desktop** permission settings. The following agent desktop\n permissions for administrators display:\n\n - **Settings \\\u003e Operation Management \\\u003e All**\n\n - **Settings \\\u003e Agent Desktop \\\u003e All**\n\n - **Settings \\\u003e Agent Desktop \\\u003e Layout and\n panel Management**\n\n - **Settings \\\u003e Announcement Management**\n\n - To find the permission settings for using the agent desktop, do the\n following:\n\n 1. For **Agent** , click visibility\n **View** . The **Edit Role** dialog appears.\n\n 2. For **Function \\\u003e Agent \\\u003e All** , click expand_more to display the **Agent**\n permission settings. The following agent desktop permissions for\n agents display:\n\n - **Function \\\u003e Agent \\\u003e All**\n\n - **Function \\\u003e Agent \\\u003e Calls, chats,\n messaging**\n\n - **Function \\\u003e Agent \\\u003e Agent Desktop**\n\n4. Click **Cancel**.\n\n| **Important:** The preceding procedure is for finding the agent desktop settings you need if you want to create a [custom role](/contact-center/ccai-platform/docs/user-roles-permissions#custom_roles_permissions) for an agent desktop."]]
