Topic Updated: February 24, 2025
Configure Global Desktop
Finesse Global Desktop is a customizable interface for both agent and supervisor desktops within a contact center. Administrators can adjust the Global Desktop layout in Finesse by editing XML configuration found in Portal. It provides flexibility in tailoring the desktop view for different roles, ensuring a consistent experience across all users in a specific Finesse cluster. This topic shows you how to configure the Global Desktop to customize a global appearance for agents and supervisors.
- Cluster Selection:
- Choose the Finesse cluster whose desktop layout you want to customize.
- Theme Selection:
- Select a theme for the Finesse Layout XML text field. This option does not affect the appearance of the Finesse Desktop for agents or supervisors.
- Edit Layout XML:
- Modify the XML in the Finesse Layout XML field to adjust the layout for agents and supervisors.
- Below are some basic example XML templates to help customize the Global Desktop layout in Finesse:
Basic Agent Desktop Layout
<desktop>
<gadgets>
<gadget>http://your-server/gadget-url-1.xml</gadget>
<gadget>http://your-server/gadget-url-2.xml</gadget>
</gadgets>
</desktop>
Supervisor Desktop with Extra Gadgets
<desktop>
<gadgets>
<gadget>http://your-server/supervisor-gadget-1.xml</gadget>
<gadget>http://your-server/supervisor-gadget-2.xml</gadget>
<gadget>http://your-server/monitor-gadget.xml</gadget>
</gadgets>
</desktop>
Minimalist Layout (One Gadget)
<desktop>
<gadgets>
<gadget>http://your-server/simple-gadget.xml</gadget>
</gadgets>
</desktop>
NOTE:
Click to expand and display the Finesse Default Layout XML. Use this XML as a reference when editing the Finesse Layout XML. This is also the default XML that gets restored after clicking the Restore Default Layout button, as shown below.
- Save Changes:
- Click this button to save any changes made to the Finesse Layout XML text field.
- Restore Default:
- Click the Restore Default Layout button to revert to the original XML layout, confirming the action when prompted.
- After clicking the Restore Default Layout button the Confirm Restore dialog displays. Click the Yes button to confirm, or click the No button to cancel the operation.
See Also