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Changing Your Agent Desktop Appearance

You can personalize the appearance of your Agent Desktop application in a number of ways.

You can use the vertical splitter that separates the Context Information Area and the horizontal splitter above the Contact Info Panel to re-size those elements according to your current needs and preferences.

Also note the little pin icon in the lower left corner of the Recent Contacts, Directory, Favorite Contacts and Dial Pad section. It can be used to keep this section visible in your Agent Desktop at all times. If you click to unpin it , this section will collapse automatically when you make a call or start a chat in order to provide more room for the Contact Info Panel.

Even if you normally prefer to keep your Recent Contacts, Directory, Favorite Contacts and Dial Pad visible (i.e., pinned), you can still collapse them manually when you need more room for the Contact Info Panel. To collapse them manually, use the triangle icon next to the tabs .

Splitters, pin, and collapse controls

The content displayed in the Context Information Area depends entirely on the type of services that you provide. In some cases, this area may not be used at all. Instead, other applications that you use for interaction processing may be displayed in separate browser tabs/windows. In this case, you may find it convenient to remove the Context Information Area altogether, and to set out the remaining elements of the Agent Desktop application in a separate narrow browser window, which will occupy less space on your desktop but still provide quick access to all interaction handling functions.

To minimize your agent desktop, click the Pop-out icon in the top-right corner of the application screen.

Pop-out icon

The left part of your Agent Desktop will appear in a pop-out window which can be moved to any location on your screen.

To return to the full Agent Desktop view, click the same icon again.

Note: If you do not see the pop-out icon, this is usually an indication that you do not have permission to run Agent Desktop in the minimized view. Another reason why this function may not be available to you is that your currently assigned role implies access to some of the information in the Context Information Area. In either case, your system administrator can check and, if necessary, modify your permissions in order to enable this function.

Your preferences for the Agent Desktop appearance will be remembered for your subsequent login sessions when you log out.

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