Configure desktop layouts for agents

You can configure which desktop layout that agents see when they answer an inbound call, place an outbound call, or handle a chat. You can configure this globally, at the queue level, and at the team level. Queue-level layout settings take priority over global settings. Team-level settings take priority over both queue-level settings and default settings. For more information, see Create desktop layouts.

Configure desktop layouts globally

You can configure desktop layouts globally for agents receiving inbound calls, placing outbound calls, and handling messages.

To configure desktop layouts globally, 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 page.

  3. For Desktop Layout, select a layout from each of the following fields:

    • Default inbound voice layout: sets the layout for receiving inbound calls

    • Default outbound voice layout: sets the layout for placing outbound calls

    • Default messaging layout: sets the layout for handling chats

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

  5. Click Save.

Configure desktop layouts at the queue level

You can configure desktop layouts at the queue level for agents receiving inbound calls and handling messages (mobile and web only). There is no queue-level option for setting layouts for placing outbound calls.

Desktop layout settings at the queue level take priority over global settings. For more information, see Configure desktop layouts globally.

To configure desktop layouts at the queue level, follow these steps:

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

  2. Depending on the channel you want, do one of the following:

    • In the IVR (Interactive Voice Response) pane, click Edit > View.

    • In the Mobile pane, click Edit / View.

    • In the Web pane, click Edit / View.

    • In the SMS Messaging pane, click Edit / View.

    • In the WhatsApp pane, click Edit / View.

  3. Click the queue that you want to edit.

  4. In the Settings pane, for Agent Desktop Layout, click Configure. The Agent Desktop Layout pane appears. For Desktop Layout List, one or both of the following fields appears, depending on the channel:

    • Default inbound voice layout: sets the layout for receiving inbound calls (IVR, web, and mobile only)

    • Default messaging layout: sets the layout for handling chats (web, mobile, SMS, and WhatsApp only)

  5. Click the available field(s) to select the layout for the session type.

  6. Click Save.

Configure desktop layouts at the team level

You can configure desktop layouts at the team level for agents receiving inbound calls, placing outbound calls, and handling messages.

Desktop layout settings at the team level take priority over queue-level settings and global settings. For more information, see Configure desktop layouts at the queue level and Configure desktop layouts globally.

To configure desktop layouts at the team level, follow these steps:

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

  2. For the team that you want to edit, click Edit. The Edit Team dialog appears.

  3. For Agent Desktop Layout, click to see the layout options.

  4. For Agent desktop layout list, select a layout from each of the following fields:

    • Default inbound voice layout: sets the layout for receiving inbound calls

    • Default outbound voice layout: sets the layout for placing outbound calls

    • Default messaging layout: sets the layout for handling chats

  5. Click Save.