Engagement tab components

The Engagement tab is comprised of the following components, and each component window contains unique information to assist agents in managing conversations.

Collapsible windows

You can collapse each component window to hide the content, except for the Active Engagement window.

Collapsing the window hides the information the agent does not need to view at the time. If required, the agent can unhide the details by clicking the arrow.

The following example demonstrates how to hide the Transcript History, Visitor Information, Dispositions, and Web Tools windows.

Resizing windows

Similar to the Summary landing page, each component window can be resized by agents to customize their preferences. Users can save these changes to have a persistent experience with all engagements.

To resize a window, left-click on the window divider (either the vertical or horizontal divider), and drag the window divider (either to the left, right, up or down) to the desired size.

Note: See Layout Template options to learn how to save your layout changes so that they persist for future engagements.

Custom hiding of windows

You can disable and hide the following windows :

  • Transcript History

  • Visitor Information

  • Dispositions

  • Web Tools

Note: Administrators must select the Allow custom hiding of Agent Desktop elements check box in Portal to hide the desired windows and can be configured at the Site or Agent Group level.

The following example shows the Transcript History and Web Tools windows hidden, increasing the size of the Active Engagement window to display more of the engagement transcript and the Dispositions window to display more disposition options.