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.

  1. Cluster Selection:
  • Choose the Finesse cluster whose desktop layout you want to customize.
  1. 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.
  1. 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:
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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>
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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>
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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.

  1. Save Changes:
  • Click this button to save any changes made to the Finesse Layout XML text field.
  1. 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