Agent Web Tools

To create and manage Agent Web Tools for the Agent Desktop:

  • Click New to select a URL or XML-based web tool.

  • Administrators can choose the default Agent Web Tool within the Workforce Management system under the Portal.

Tip: The URL-based web tool must be hosted by the client. Contact your Nuance representative for information on adding a URL-based web tool.

Field Description

Name

Name of the web tool.

URL URL that links to the web tool.
XML XML code that defines the web tool.
Entire Site
  • Select to enable the web tool for the client site.

  • Clear to enable individual Agent Groups.

Active

Select to enable the URL web tool for the client's Agent Desktop.

Access to Secure Transcript Select to give access to partially unmasked transcripts. Enable this field only if it is required by the automaton.

Note: For more information about the Web Tools window, refer to the Web Tools section.