Agent Configurations

These are sometimes known as Agent Displays.

Every Customer has a unique list of Configurations, each of which is a method of representing information and tools to individual Agents logged into the Cxp Agent Experience. The layout of a configuration consists of one or more widgets arranged within windows and tabs.

For instance, a basic Agent configuration might contain a DTMF widget for making outbound calls, and a queue widget for managing inbound calls.

More advanced configurations may contain more complex information, but in all cases the Agent should only be given enough to do their job without confusion or unnecessary distraction.

  1. Access the resources page for the intended Customer.

    1. Access the details page for the intended Customer.

      1. Type the Customer’s name into the search field at the top of any page.
      2. Click the intended Customer in the search results. This opens the Customer Details page.
    1. Select the Customer Resources tab.
  1. Click the CC4Web Configurations hyperlink.

Authorised users can make changes to configurations including moving their contents around, adding or removing items, and more. To do this, an Administrator will first need to Launch the configuration via the Admin portal.

When viewing the list of available configurations:

  1. If you don't want the configuration to appear in a new window, un-tick the first check box.
  2. Use the first drop-down to select the name of an Agent to simulate when you launch the configuration.
  3. Locate the configuration you want to access, and click its Launch button.

Always remember to save any intended changes before exiting this mode.

Permission to modify configurations is controlled at an organisational level, meaning it can be granted independently to your organisation, the Customer that owns the configuration, and the Reseller responsible for that Customer, as applicable.

There are numerous ways of modifying the chosen configuration, all of which will be covered elsewhere in this section of the help portal. To exit the configuration view, simply close the window or tab that was used to open it.

Further Reading