Agent desktop

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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. For more information, see Set desktop layouts for agents.

Permissions

Users with the Admin role can configure agent desktop settings 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. 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 or use the agent desktop, you need to select the correct permission settings for that role. The following procedure shows you how to find agent desktop permission settings.

To find agent desktop permission settings, do the following:

1. In the CCAI Platform portal, click Settings > Users & Teams. If you don't see the Settings menu, click menu Menu.

2. For Users & Teams Settings, click Roles & Permissions.

3. Do one or both of the following:

   • To find the permission setting for configuring the agent desktop, do the following:

     1. For Admin, click visibility View. The Edit Role dialog appears.

     2. For the row with Settings in the Section column and Operation Management in the Page column, click expand_more Expand. The Agent Desktop permission setting appears.

   • To find the permission setting for using the agent desktop, do the following:

     1. For Agent, click visibility View. The Edit Role dialog appears.

     2. For the row with Function in the Section column and Agent in the Page column, click expand_more Expand. The Agent Desktop permission setting appears.

   • Click Cancel.