Following are various desktop settings that you can manage and configure from the control hub.

• Multimedia Profiles: In a multimedia profile, you can decide how many tasks an agent can handle, like emails, chats, or phone calls. For more information, see Manage multimedia profiles.

• Outdial ANI: This feature allows an agent to select a phone number as the caller ID for an outdial call. For more information, see Manage Outdial ANI.

• Desktop Layouts: You can create custom layouts for the desktops. For more information, see Manage desktop layouts.

• Dial Plans: The Dial Plan allows you to define validation criteria for the Dial Number (DN) that an agent uses to sign in to the Agent Desktop, and for DN that an agent uses for outdialing. For more information, see Manage dial plans.

• Desktop Profiles: A desktop profile is a group of permissions and desktop behaviors that you assign to specific agents. For more information, see Manage Desktop profiles.