Hidden screen elements

Administrators have the ability to hide unused panels on the Agent Desktop workspace. With the unused panels hidden, there is more vertical space on the desktop to display panels that are used by the agents. This allows agents to use the real-estate on the Agent Desktop workspace more efficiently.

Portal settings

The Administration > Engagement Experience > Workforce Management page in Portal includes the "Allow custom hiding of Agent Desktop elements" setting. Any or all of the following Agent Desktop elements can be hidden.

• Visitor Information

• Dispositions

• Web Tools

• Static Transcript

Hidden elements settings are made on the Agent Group level.

Agent Desktop display

When elements in Portal are selected to be hidden, they will not display on the Agent Desktop workspace. In this case, the remaining working elements will expand to occupy the vertical space left vacant by the hidden elements.

Note: Agents will still be able to use their custom layouts capability found under “My Settings” to adjust panel sizes as needed.