Create a desktop layout

To create a desktop layout:

Before you begin

Ensure that you have a custom JSON layout file that defines your layout. To create a custom JSON layout file, download the Default Desktop Layout.json file from the Desktop Layout page and customize the layout as described in define a custom desktop layout.

Changes made to Teams and Desktop Layouts are linked through a bi-directional relationship. When a user modifies either a team or a desktop layout, updates are reflected in both areas and appear together in an entity. For example, this may result in audit logs displaying desktop layout changes when team settings are updated, and vice versa.

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select Desktop Experience > Desktop Layouts.

4

Click Create desktop layout.

5

Enter the following details in the General settings:

Field

Description

Name

Enter a name that identifies the purpose of the layout.

Description

Enter a description for the desktop layout.

Teams

Choose a team name from the drop-down list.

  • If a custom layout is already assigned to a team, then that team name doesn’t appear in this drop-down list. For more information on the Team settings, see Create a Team under User management.

  • If you assign a custom layout on this page, you overwrite the global layout, which is the default layout for all teams.

JSON file

Click to download the Default Desktop Layout.json file and customize the layout as described in define a custom desktop layout article.

If you use the unmodified layout, the new layout-based features appear automatically on the Desktop. The Desktop users can view the new layout-based features when they sign in or reload the browser.

6

Upload the JSON file that you customized to define the custom desktop layout.

7

Click Create to create and save a desktop layout.

Edit a desktop layout

To edit a desktop layout:
1

Sign in to Control Hub.

2

Select Services Contact Center.

3

From the Contact Center navigation pane, select Desktop Experience > Desktop Layouts to view the list of desktop layouts.

4

Click the desktop layout that you want to edit.

The desktop layout opens in editable mode.
5

Edit details of the desktop layout.

6

Click Save to save the edits else click Cancel to discard the changes.

Activate or deactivate a desktop layout

To activate or deactivate a desktop layout:

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select Desktop Experience > Desktop Layouts to view the list of desktop layouts.

4

Click the desktop layout that you want to activate or deactivate.

5

Toggle Active/Inactive to perform the desired action.

6

Click Save to save the modified state else click Cancel to discard the changes.

Delete a desktop layout

Before you begin

Ensure that the desktop layout that you want to delete is in an inactive state.

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select Desktop Experience > Desktop Layouts to view the list of desktop layout.

4

Click the desktop layout that you want to delete.

5

Click the delete icon on top right of the page.

6

Click Delete in the confirmation pop-up message to delete the desktop layout.