Manage desktop profiles
A desktop profile is a group of permissions and desktop behaviors that you assign to specific agents. Sections of this article help you to manage desktop settings for Contact Center.
Desktop profiles
Each desktop profile specifies following permissions and settings:
-
General settings
-
Wrap-up and Idle Codes
-
Collaborations
-
Outdial options
-
Voice Channel options Capabilities
-
Agent Statistics
-
Desktop Timeout
Create a desktop profile
1 |
Sign in to Control Hub. | ||||||||||||||
2 |
Select . | ||||||||||||||
3 |
From the Contact Center navigation pane, select . | ||||||||||||||
4 |
Click Create desktop profile. | ||||||||||||||
5 |
Enter details in the following fields of General settings section:
| ||||||||||||||
6 |
Click Next to create Idle/wrap-up Codes and enter details in the following fields:
| ||||||||||||||
7 |
Click Next to create Collaboration and enter details in the following fields:
| ||||||||||||||
8 |
Click Next to set up dial plan in the Outdial Options field, and enter details in the following fields:
| ||||||||||||||
9 |
Click Next to set up Voice channel options and select following options accordingly:
| ||||||||||||||
10 |
Click Next to set up Agent Statistics and select following options accordingly:
| ||||||||||||||
11 |
Click Next to set up Desktop timeout and select one of the following options:
| ||||||||||||||
12 |
Click Create to create a deskotp profile. |
Edit a desktop profile
1 |
Sign in to Control Hub. |
2 |
Select . |
3 |
From the Contact Center navigation pane, select to view the list of desktop profiles. |
4 |
Click the desktop profile that you want to edit. The desktop profile opens in editable mode.
|
5 |
Edit the details desktop profile, refer to create a desktop profiles steps above to edit the fields. |
6 |
Click Save to save the edits else click Cancel to discard the changes. |
Activate or deactivate a desktop profile
To activate or deactivate a desktop profile:
1 |
Sign in to Control Hub. |
2 |
Select . |
3 |
From the Contact Center navigation pane, select to view the list of desktop profiles. |
4 |
Click the desktop profile that you want to activate or deactivate. Desktop profile opens in editable mode.
|
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 profile
To delete a desktop profile:
Before you begin
Ensure that the desktop profile that you want to delete is in an inactive state.
1 |
Sign in to Control Hub. |
2 |
Select . |
3 |
From the Contact Center navigation pane, select to view the list of desktop profiles. |
4 |
Click the desktop profile 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 profile. |