Agent Desktop Layout Features

On the Agent Desktop Layout page you can do the following:

  • View and edit the Finesse layout XML for the global desktop
  • Change the global desktop Finesse layout XML editor theme
  • Restore the default global desktop layout
  • Add, edit, and view team desktops
  • Assign and edit agents for team desktops
  • Audit team desktops
  • Add, edit, and delete call variable layouts

Global Desktop Tab

This tab is selected by default upon first accessing the Agent Desktop Settings. Within the Global Desktop tab, you can view and edit the Finesse Layout XML which is to be used globally for customizing the Finesse Desktop for both agents and supervisors. You can also view the default layout configuration as a reference, and there is an option to easily restore it if needed.

To learn more about configuring the Global Desktop, see Configure Global Desktop.

Team Desktop Tab

The Team Desktop tab allows you manage unique Finesse desktop layouts for specific teams within your organization. In this tab, a list of all available team desktops are displayed, and each one can be edited and have agent teams assigned to them.

To learn more about configuring the Team Desktop, see Configure a Team Desktop.

Call Variables

The Call Variables tab allows you to create, manage, and define call variable layouts for your agent desktops. It also gives you the ability to specify which call variables you want to display for the agents.

To learn more about configuring the Call Variables, see Configure Call Variables.

See Also