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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:
In the CCAI Platform portal, click Settings > Operation
Management. If you don't see the Settings menu, click menuMenu.
Go to the Agent Desktop page.
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
Click Save Agent Desktop. A confirmation dialog appears.
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:
In the CCAI Platform portal, click Settings > Queue. If you don't
see the Settings menu, click menuMenu.
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.
Click the queue that you want to edit.
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)
Click the available field(s) to select the layout for the session type.
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.
[[["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,["# Configure desktop layouts for agents\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\nYou can configure which [desktop layout](/contact-center/ccai-platform/docs/agent-desktop-create-desktop-layouts)\nthat agents see when they answer an inbound call, place an outbound call, or\nhandle a chat. You can configure this globally, at the queue level, and at the\nteam level. Queue-level layout settings take priority over global settings.\nTeam-level settings take priority over both queue-level settings and default\nsettings. For more information, see [Create desktop\nlayouts](/contact-center/ccai-platform/docs/agent-desktop-create-desktop-layouts).\n\nConfigure desktop layouts globally\n----------------------------------\n\nYou can configure desktop layouts globally for agents receiving inbound calls,\nplacing outbound calls, and handling messages.\n\nTo configure desktop layouts globally, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Operation\n Management** . If you don't see the **Settings** menu, click menu **Menu**.\n\n2. Go to the **Agent Desktop** page.\n\n3. For **Desktop Layout**, select a layout from each of the following fields:\n\n - **Default inbound voice layout**: sets the layout for receiving inbound\n calls\n\n - **Default outbound voice layout**: sets the layout for placing outbound\n calls\n\n - **Default messaging layout**: sets the layout for handling chats\n\n4. Click **Save Agent Desktop**. A confirmation dialog appears.\n\n5. Click **Save**.\n\nConfigure desktop layouts at the queue level\n--------------------------------------------\n\nYou can configure desktop layouts at the queue level for agents receiving inbound\ncalls and handling messages (mobile and web only). There is no queue-level\noption for setting layouts for placing outbound calls.\n\nDesktop layout settings at the queue level take priority over global settings.\nFor more information, see [Configure desktop layouts\nglobally](#configure-desktop-layouts-globally).\n\nTo configure desktop layouts at the queue level, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Queue** . If you don't\n see the **Settings** menu, click menu\n **Menu**.\n\n2. Depending on the channel you want, do one of the following:\n\n - In the **IVR (Interactive Voice Response)** pane, click **Edit\n \\\u003e View**.\n\n - In the **Mobile** pane, click **Edit / View**.\n\n - In the **Web** pane, click **Edit / View**.\n\n - In the **SMS Messaging** pane, click **Edit / View**.\n\n - In the **WhatsApp** pane, click **Edit / View**.\n\n3. Click the queue that you want to edit.\n\n4. In the **Settings** pane, for **Agent Desktop Layout** , click **Configure** .\n The **Agent Desktop Layout** pane appears. For **Desktop Layout List**, one\n or both of the following fields appears, depending on the channel:\n\n - **Default inbound voice layout**: sets the layout for receiving inbound\n calls (IVR, web, and mobile only)\n\n - **Default messaging layout**: sets the layout for handling chats (web,\n mobile, SMS, and WhatsApp only)\n\n5. Click the available field(s) to select the layout for the session type.\n\n6. Click **Save**.\n\nConfigure desktop layouts at the team level\n-------------------------------------------\n\nYou can configure desktop layouts at the team level for agents receiving inbound\ncalls, placing outbound calls, and handling messages.\n\nDesktop layout settings at the team level take priority over queue-level\nsettings and global settings. For more information, see [Configure desktop\nlayouts at the queue level](#configure-desktop-layouts-at-queue-level) and\n[Configure desktop layouts globally](#configure-desktop-layouts-globally).\n\nTo configure desktop layouts at the team level, follow these steps:\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. For the team that you want to edit, click edit **Edit** . The **Edit Team** dialog\n appears.\n\n3. For **Agent Desktop Layout** , click expand_more to see the layout options.\n\n4. For **Agent desktop layout list**, select a layout from each of the\n following fields:\n\n - **Default inbound voice layout**: sets the layout for receiving inbound\n calls\n\n - **Default outbound voice layout**: sets the layout for placing outbound\n calls\n\n - **Default messaging layout**: sets the layout for handling chats\n\n5. Click **Save**."]]
