Latest revision as of 12:32, October 2, 2020

Agent Desktop settings

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Genesys Engage cloud for Administrators.

Configuring your Agent Desktop settings involves customizing the available options to meet the specific needs of your contact center.

To access the Contact Center Settings tab, click Contact Center Settings on the application menu across the top of Agent Setup. On the Contact Center Settings tab, you will see a navigation menu on the left hand side. You can see only the objects that permissions enable you to view. If you need to edit an object that you don't see on the interface, contact your administrator.

You can customize the following objects:

Skills

On the Skills page, you can add and delete skills, as well as organize the skills into folders.

Skills are an agent's knowledge of a particular subject that might be required in an interaction, such as language skills. They can also be used for routing purposes.

To add a skill:

Click Add.
Type a name in the Name field.

You can also organize skills into folders. If needed, select Add Folder to create a new folder.

Dispositions

On the Dispositions page, you can create a list of Disposition options to be displayed when an agent makes an outbound call or transfer. Dispositions are descriptions of the final outcome of a call. These codes are used to flag calls for reporting purposes.

Creating a sharable Disposition business attribute

Dispositions can be used as sharable business attributes for agents, agent groups, and the global contact center. To view an article about how to create sharable business attributes, see Sharing Business Attributes in Agent Setup.

Tip

To view an example of Disposition options in Agent Desktop, see What do I do at the end of a call? in Agent Desktop Help.
In the table of configured Dispositions, in addition to selecting and adding Dispositions, you can also filter items using the Quick Filter field and delete a Disposition.

Selecting a disposition

Select a business attribute:

Select the folder you want to view from the Folder drop-down list box.
Click the second drop-down list box and select the business attribute for the Disposition.
You can consider a business attribute to be the container that holds a list of Dispositions that have a common theme.

Select a Disposition from the list.

Adding a disposition

Select the folder you want to view from the Folder drop-down list box.
Click the second drop-down list box and select the business attribute into which you want to add the Disposition.
Click Add.
Type the Name and Display Name for the new Disposition.

Tip

To add a new folder to the list, you can do one of the following:

Click Add Folder; or
To add a subfolder, click the Folder drop-down list box, select a folder, and then click the Add folder icon.

Custom agent states

On the Custom Agent States tab, you can add custom agent states that an agent can select for After Call Work and Not Ready reasons.

You can organize custom agent states into folders. When you select the Folder option, a drop-down list box is displayed where you can select a folder or click the add folder icon to create a new folder.

Once you have selected the folder, enter an appropriate Display Name (example: Lunch Break) and a relevant Code that is unique.

Global Favorites

As a contact center administrator, you can create and maintain a list of Favorites, which are contacts and internal targets that your agents can access quickly in the Team Communicator. To see how agents use Global Favorites in Agent Desktop, see How do I set up my favorites? in the Agent Dektop Help guide.

In addition to managing favorites from the Desktop Settings page, you can also manage favorites on the Agent Groups page and the Add/Manage User window. No matter from what screen you add a favorite, you can include the favorite in the list of shareable favorites to be reused in all places where Global Favorites (or Personal Favorites for user accounts) are available for configuration in Agent Setup.

To learn more about how to work with Global Favorites, including a scenario-based demonstration, see Working with Global Favorites.

External URLs

You can integrate internal and external websites into your agent's main view. At the Agent Desktop level, the external website is displayed in dedicated tabs. These tabs allow you to access the website without leaving Agent Desktop.

At the interaction level, there are two ways to display websites depending on the main interaction type.

For voice, the external website is displayed in the background when an interaction is selected. When the interaction is unselected or closed, the external website is replaced with the previous panel displayed in the background.
For multimedia, the external website is displayed in a dedicated view in the case data.

To add a URL to the list, select Workspace or Interaction from the Level menu, type a label for the URL, type or paste the URL in the URL field, and click Add.

Depending on the Level you choose - Workspace or Interaction - the following options populate in the Templates menus for both Label and URL:

Workspace:

Agent.FullName
Agent.UserName
Agent.LastName
Agent.FirstName
Agent.EmployeeId

Interaction:

Agent.FullName
Agent.UserName
Agent.LastName
Agent.FirstName
Agent.EmployeeId
AttachedData.{{attached-data-key-name}}
Interaction.id
AttachData.KVPName

An external web site URL can be defined using the $AttachedData.Y$ parameter to have flexible text in the URL where Y represents an attached data name.

Warning

If the $AttachedData.Y$ parameter is specified for the external website URL, and Y is not part of the attached data associated with an interaction, the external website is not displayed.
If an agent manually adds the attached data to the interaction (or if it's added by any other means), then the external website tab is displayed with the content of the external website.

For example, the external website specified as follows:

label = Customer Location
url = https://www.bing.com/search?q=$AttachedData.CustomerLocation$

With this URL, if an interaction is received with a CustomerLocation attached data with the value of Paris, then the external website will be displayed in a dedicated tab called Customer Location, and the external web site will be https://www.bing.com/search?q=Paris

mode: Specifies the mode Agent Desktop uses to display the web application. The default value is INTERNAL. The possible values are:

INTERNAL: The web application is displayed in a dedicated tab in Agent Desktop. It can be viewed and used when the agent clicks the tab to display it. This is the default behavior.
EXTERNAL: The web application is displayed in a popup window.
BACKGROUND: The web application is displayed in the background when the interaction is selected. When the interaction is deselected or closed, the third-party website is replaced with the previous panel that was displayed in the background. This mode is only applicable at the interaction level.
HIDDEN:The web application is loaded but not displayed in Agent Desktop. You can use this mode to integrate Agent Desktop with a non-web application.

Case Data

On the Case Data page, you can specify the information to be displayed to agents when a call, chat, or other interaction is transferred to them.

Creating a sharable Case Data business attribute

Case data can be used as sharable business attributes for agents, agent groups, and the global contact center. To view an article about how to create sharable business attributes, see Sharing Business Attributes in Agent Setup.

Tip

To view an example of Case Data in Agent Desktop, see Contact and interaction history in Agent Desktop Help.
In the table of configured Case Data, in addition to selecting and adding Case Data, you can also filter items using the Quick Filter field and delete a Case Data.

Selecting Case Data

Select a business attribute:
1. Select the folder you want to view from the Folder drop-down list box.
2. Click the second drop-down list box and select the business attribute for the Disposition.
  You can consider a business attribute to be the container that holds a list of Dispositions that have a common theme.
Select a Case Data from the list.

Adding Case Data

Select the folder you want to view from the Folder drop-down list box.

Click the second drop-down list box and select the business attribute into which you want to add the Case Data.
Click Add.
Specify a name and display name.
Select Mandatory to specify that the case data is mandatory.
Enable the Read Only option if you do not want the agent to be able to update the data. Or, select a data validation type, such as Boolean, String, Integer, or Enum which allows the agent to edit the data. If the case data is mandatory, the Read Only option is disabled.

Tip

To add a new folder to the list, you can do one of the following:

Click Add Folder; or
To add a subfolder, click the Folder drop-down list box, select a folder, and then click the Add folder icon.

To configure the order in which the case is displayed in the UI, click Sort Case Data and follow the instructions in the dialog box.

Toast Data

On the Toast Data page, you can specify the information to be displayed to the agent when they receive a call, chat, or other interaction.

Creating a sharable Toast business attribute

Toast Data can be used as sharable business attributes for agents, agents groups, and the global contact center. To view an article about how to create sharable business attributes, see Sharing Business Attributes in Agent Setup.

Tip

To view an example of Toast Data in Agent Desktop, see Contact and interaction history in Agent Desktop Help.
In the table of configured Toast Data, in addition to selecting and adding Toast Data, you can also filter items using the Quick Filter field and delete a Toast Data.

Selecting Toast Data

Select a business attribute:
1. Select the folder you want to view from the Folder drop-down list box.
2. Click the second drop-down list box and select the business attribute for the Disposition.
  You can consider a business attribute to be the container that holds a list of Dispositions that have a common theme.
Select a Toast Data from the list.

Adding Toast Data

Select the folder you want to view from the Folder drop-down list box.

Click the second drop-down list box and select the business attribute into which you want to add the Toast Data.
Click Add.
Specify a name and display name.

Tip

To add a new folder to the list, you can do one of the following:

Click Add Folder; or
To add a subfolder, click the Folder drop-down list box, select a folder, and then click the Add folder icon.

Caller ID

On the Caller ID page, you can create a list of Caller Identification (ID) options to be displayed when an agent makes an outbound call or transfer. A Caller ID is typically the phone number that you want displayed on the phone of the person who receives the call when the agent consults, conferences, or transfers a call.

You can also specify a display name, such as your company name, to be included with the Caller ID. For example, SalesForMore 1-555-555-5555. In this case, Agent Desktop shows SalesForMore on the list of Caller IDs that an agent can select.

Creating a sharable Caller ID business attribute

Caller IDs can be used as sharable business attributes for agents, agents groups, and the global contact center. To view an article about how to create sharable business attributes, see Sharing Business Attributes in Agent Setup.

Tip

To view an example of Caller ID options in Agent Desktop, see How do I manually select a Caller Identification? in Agent Desktop Help.
In the table of configured Caller IDs, in addition to selecting and adding Caller IDs, you can also filter items using the Quick Filter field and delete a Caller ID.

Selecting a Caller ID

Select a business attribute:
1. Select the folder you want to view from the Folder drop-down list box.
2. Click the second drop-down list box and select the business attribute for the Caller ID.
  You can consider a business attribute to be the container that holds a list of Caller IDs that have a common theme.
Select a Caller ID from the list.

Adding a new Caller ID

Select the folder you want to view from the Folder drop-down list box.
Click the second drop-down list box and select the business attribute into which you want to add the Caller ID.
Click Add.
Type the Name and Display Name for the new Caller ID.

Tip

To add a new folder to the list, you can do one of the following:

Click Add Folder; or
To add a subfolder, click the Folder drop-down list box, select a folder, and then click the Add folder icon.

Next Steps

Now that you have configured your Agent Desktop settings, you can proceed to configure Desktop Options for your contact center. See Desktop Options.

Latest revision as of 12:32, October 2, 2020

Contents

Agent Desktop settings

Skills

Dispositions

Creating a sharable Disposition business attribute

Selecting a disposition

Adding a disposition

Custom agent states

Global Favorites

External URLs

Case Data

Creating a sharable Case Data business attribute

Selecting Case Data

Adding Case Data

Toast Data

Creating a sharable Toast business attribute

Selecting Toast Data

Adding Toast Data

Caller ID

Creating a sharable Caller ID business attribute

Selecting a Caller ID

Adding a new Caller ID

Next Steps

Contact

Genesys

Customer Care

Legal

@@ Line 1: / Line 1: @@
-= Desktop settings=
+= Agent Desktop settings=
+__NOINDEX__
+{{Template:PEC_Migrated}}
 Configuring your Agent Desktop settings involves customizing the available options to meet the specific needs of your contact center.
-To access the '''Contact Center Settings''' tab, click '''Contact Center Settings''' on the main menu. Then, on the '''Contact Center Settings''' tab, select the '''Desktop Settings''' option from the navigation menu. You can see  only the objects that permissions enable you to view. If you need to edit an object that you don't see on the interface, contact your administrator.
+To access the '''Contact Center Settings''' tab, click '''Contact Center Settings''' on the application menu across the top of Agent Setup. On the '''Contact Center Settings''' tab, you will see a navigation menu on the left hand side. You can see only the objects that permissions enable you to view. If you need to edit an object that you don't see on the interface, contact your administrator.
 You can customize the following objects:
+{{AnchorDiv|Skills}}
+== Skills==
+On the '''Skills''' page, you can add and delete skills, as well as organize the skills into folders.
+{{CloudStep_Stack
+|title=
+|text=
+''Skills'' are an agent's knowledge of a particular subject that might be required in an interaction, such as language skills. They can also be used for routing purposes.
+To add a skill:
+# Click '''Add'''.
+# Type a name in the '''Name''' field.
+You can also organize skills into folders. If needed, select [[File:Umgr icon addFolder.png|link=]] '''Add Folder''' to create a new folder.
+|media1=ASSkills.png
+}}
 {{AnchorDiv|Dispositions}}
 == Dispositions==
-On the '''Desktop Settings > Dispositions''' page, you can create a list of Disposition options to be displayed when an agent makes an outbound call or transfer. ''Dispositions'' are descriptions of the final outcome of a call. These codes are used to flag calls for reporting purposes.
+On the '''Dispositions''' page, you can create a list of Disposition options to be displayed when an agent makes an outbound call or transfer. ''Dispositions'' are descriptions of the final outcome of a call. These codes are used to flag calls for reporting purposes.
 ===Creating a sharable Disposition business attribute===
-Dispositions can be used as sharable business attributes for agents, agents groups, and the global contact center. To view an article about how to create sharable business attributes, see [[Documentation:PSAAS:Administrator:AgentSetupSharedAttributes|Sharing Business Attributes in Agent Setup]].
+Dispositions can be used as sharable business attributes for agents, agent groups, and the global contact center. To view an article about how to create sharable business attributes, see [[Documentation:PSAAS:Administrator:AgentSetupSharedAttributes|Sharing Business Attributes in Agent Setup]].
 {{NoteFormat|
@@ Line 34: / Line 58: @@
 </li>
 </ol>
-|media1=Umgr_select_disposition.png
+|media1=ASManageDisposition.png
 }}
@@ Line 48: / Line 72: @@
 * Click '''Add Folder'''; or
 * To add a subfolder, click the '''Folder''' drop-down list box, select a folder, and then click the '''Add folder''' icon.|2}}
-|media1=umgr_add_dispositions.png
+|media1=ASAddDisposition.png
 }}
 {{AnchorDiv|Custom_agent_states}}
 == Custom agent states==
 {{CloudStep_Stack
 |title=
-|text=On the '''Custom Agent States''' tab, you can add custom agent states that an agent can select for:
+|text=On the '''Custom Agent States''' tab, you can add custom agent states that an agent can select for After Call Work and Not Ready reasons.
-*After-call work
-*Not ready reasons
+You can organize custom agent states into folders. When you select the '''Folder''' option, a drop-down list box is displayed where you can select a folder or click the add folder icon [[File:Umgr icon addFolder.png|link=]] to create a new folder.
-You can organize custom agent states into folders. When you select the '''Folder''' option, a drop-down list box is displayed where you can select a folder or click the add folder icon [[File:Umgr icon addFolder.png|link=]] to create a new folder.
+Once you have selected the folder, enter an appropriate '''Display Name''' (example: ''Lunch Break'') and a relevant '''Code''' that is unique.
-|media1=Umgr_add_custom_agent_states.png
+|media1=ASCustomAgentStates2.png
 }}
@@ Line 71: / Line 94: @@
 {{CloudStep_Stack
 |title=
-|text=As a contact center administrator, you can create and maintain a list of Favorites, which are contacts and internal targets that your agents can access quickly in the Team Communicator. To see how agents use Global Favorites in Agent Desktop, see [[Documentation:PSAAS:Agent:TeamCommunicator#AgentDesktopFavorites|Using Favorites]] in the ''Agent Dektop Help'' guide.
+|text=As a contact center administrator, you can create and maintain a list of Favorites, which are contacts and internal targets that your agents can access quickly in the Team Communicator. To see how agents use Global Favorites in Agent Desktop, see [[Documentation:PSAAS:Agent:contacts#favorites|How do I set up my favorites?]] in the ''Agent Dektop Help'' guide.
-|media1=Umgr_GlobalFavorites_agentDeskop.png
-}}
 In addition to managing favorites from the '''Desktop Settings''' page, you can also manage favorites on the '''Agent Groups''' page and the '''Add/Manage User''' window. No matter from what screen you add a favorite, you can include the favorite in the list of shareable favorites to be reused in all places where Global Favorites (or Personal Favorites for user accounts) are available for configuration in Agent Setup.
+|media1=ASGlobalFav.png
+}}
 To learn more about how to work with Global Favorites, including a scenario-based demonstration, see [[AgentSetupArticalFavorites|Working with Global Favorites]].
-{{AnchorDiv|Statistic_definitions}}
-== Statistics==
+{{AnchorDiv|External_URLs}}
-On the '''Statistics''' tab, you can add, edit, import and export statistics to be displayed under '''My Reports''' and '''Contact Center''' panes of the Agent Desktop dashboard or the '''Reports''' view in Gplus Adapter.  The '''Statistics''' tab includes three sub-tabs to help you manage your statistics:
+==External URLs==
-* [[DesktopSettings#AgentStats|Agent Statistics]]
+You can integrate internal and external websites into your agent's main view. At the Agent Desktop level, the external website is displayed in dedicated tabs. These tabs allow you to access the website without leaving Agent Desktop.
-* [[DesktopSettings#ContactCenterStats|Contact Center Statistics]]
-* [[DesktopSettings#StatDefinitions|Statistic Definitions]]
-Essentially, you add statistics to a global statistics list. Then from that list, you can select the statistics that you want to apply. Statistics can be re-used, meaning that if you create a statistic for a specific agent group, for example, and then apply that favorite to another agent group.
-{{AnchorDiv|AgentStats}}
-===Agent Statistics===
-On '''Agent Statistics''' tab, manage the statistics that are displayed under '''My Reports''' to the agent. The '''My Reports''' page gives agents a view of the current state of their own activity.
-{{CloudStep_Stack
-|title=
-|text=To access the '''Agent Statistics''' tab, click '''Contact Center > Desktop Settings > Statistics > Agent Statistics'''. The list on the page includes all agent statistics that are already configured, either by you or another administrator. For a new implementation, the list might be blank.
-|media1=UmgrAgentStatList.png
-}}
-{{CloudStep_Stack
-|title=
-|text=To add a shared statistic to the list, click '''Add Statistics''' to access a list of shared statistics. In the window that opens, select an option from the list of statistics, and then click '''Add'''.
-|media1=UmgrGlobalStatList.png
-}}
-{{CloudStep_Stack
-|title=
-|text=If you don't see the statistic you want, you can create a new statistic for the global list and then add that  statistic for the '''Agent Statistics''' list.
-# Click '''Add Statistics'''.
-#In the window that opens, click '''Add''' to create a new statistic.
-#In the '''Add Statistic''' window, configure the attributes.
-#Click '''Add'''.
-#:The statistic is now listed in the list on the '''Add Statistic''' window. This means that the statistic is now available in the global list, but is not yet assigned.
-# To assign the new statistic to '''Agent Statistics''' list, select the statistic and click '''Add'''.
-#: The window closes and the new statistic is assigned to the '''Agent Statistics''' list.
-<toggledisplay linkstyle font-size:larger showtext="[+] Show a list of Agent Statistic attributes" hidetext="[-] Hide">
-You can set the following attributes for each statistic that you specify to be displayed to agents.
-* '''Display Name''': The name of the statistic to be displayed.
-* '''Name of the statistic in the statistics.yaml file''': This must correspond to the value of the <tt>name</tt> attribute in the '''statistics.yaml''' file.
-* '''Warning Level Low''': The minimum value of the statistic before a warning is raised. No warnings above this value.
-* '''Warning Level High''': The maximum value of the statistic before a warning is raised. No warnings below this value.
-* '''Error Level Low''': The minimum value of the statistic before an error is raised. No errors above this value.
-* '''Error Level High''': The maximum value of the statistic before an error is raised. No errors below this value.
-* '''Worst Value Low''': The minimum value of the statistic before a critical error is raised.
-* '''Worst Value High''': The maximum value of the statistic before a critical error is raised.
-* '''Measurement Unit''': an optional display value.
-* '''Number''': Indicates the statistic type is numeric.
-* '''Duration''': Indicates the statistic type is duration (in HH:MM:SS format).
-</toggledisplay>
-|media1=UmgrAddStatistic.png
-}}
-{{AnchorDiv|ContactCenterStats}}
-===Contact center statistics===
-On '''Contact center statistics''' tab, manage the statistics that are displayed under '''Contact Center'''. The '''Contact Center''' tab gives agents a view of the current state of activity for the call center.
-To access the '''Contact Center Statistics''' tab, click '''Contact Center > Desktop Settings > Statistics > Contact Center Statistics'''.
-{{CloudStep_Stack
-|title=
-|text=To configure Contact Center Statistics, you must first add a resource. Resources can include agent groups, queues, DN groups, and routing points. In the first drop-down list box, select the type of resource you want to add, and then select the resource from the second drop-down list box. Click '''Add Resource'''. This action adds a row for the resource to the '''Contact Center Statistics''' table.
-|media1=UmgrAddResource.png
-}}
 {{CloudStep_Stack
 |title=
 |text=
-Then you can add statistics by clicking '''Add Statistics'''. The '''Add Statistics''' window opens, where you can either select a preconfigured statistic or create a new one. For details on how to select or add statistics, see [[DesktopSettings#AgentStats|Agent Statistics]]. This action adds a column to the '''Contact Center Statistics''' table. Continue adding the statistics that you want to add to the table.
-|media1=UmgrContactCenterStatsList.png
-}}
-{{CloudStep_Stack
+At the interaction level, there are two ways to display websites depending on the main interaction type.
-|title=
-|text=
-When you are done, notice the black checkmarks in the '''Contact Center Statistics''' table. The black checkmarks indicate that which statistics applies to each resource. For example, the '''current number in queue''' statistic does not apply to agent groups. Agent desktops shows only statistics with check marks; other desktops show only statistics with hyphens (-).
-|media1=UmgrCCStatCheckmarks.png
-}}
-{{NoteFormat|Agents can only see Route Points on switches they are given permission to view. For example: Your Contact Center Statistics are configured to monitor the following routing points: RP1, RP2, and RP3. RP1 belongs to one switch while RP2 and RP3 belong to another switch. An agent who is only configured to log into the switch that contains RP1 can only see RP1 in the Contact Center Statistics. RP2 and RP3 are not visible to the agent because they belong to a switch that agent doesn’t have permission to access.}}
+* For voice, the external website is displayed in the background when an interaction is selected. When the interaction is unselected or closed, the external website is replaced with the previous panel displayed in the background.
+* For multimedia, the external website is displayed in a dedicated view in the case data.
-{{AnchorDiv|StatDefinitions}}
+To add a URL to the list, select '''Workspace''' or '''Interaction''' from the '''Level''' menu, type a label for the URL, type or paste the URL in the URL field, and click '''Add'''.
+|media1=ASExternalURLs3_2020.png
-===Statistic definitions===
-Using the '''Statistic Definitions''' tab, you can import, export, and edit statistic definitions. The supported formats for the statistic definition files are: .CSV and .YAML.
-==== About CSV files====
-The .CSV file must be a text file in a comma-separated format. In the source file each line represents a single statistic.
-==== About YAML files ====
-Use a YAML file to import custom statistics from a valid .YAML file. The following example shows one custom statistic from a sample .YAML file:
-<toggledisplay linkstyle font-size:larger showtext="[+] Show an example" hidetext="[-] Hide">
-<tt>name: ReadyDuration
-  objectType: AGENT
-  notificationMode: PERIODICAL
-  notificationFrequency: 10
-  statisticDefinitionEx:
-    category: TotalAdjustedTime
-    intervalType: GrowingWindow
-    mainMask: WaitForNextCall
-    subject: DNStatus
-    dynamicTimeProfile: '8:00'
-    dynamicFilter: MediaType=voice
-  saveHistory: false
-  insensitivity: 1
-  location: /</tt>
-</toggledisplay>
-====How do I import custom statistic definitions?====
-{{CloudStep_Stack
-|title=
-|text=To import a .CSV or .YAML file that contains your custom statistic definitions, click '''Import''', select your file, and then click '''Open'''. User Setup validates the file and indicates which, if any, values need to be corrected. If you receive such a message, make the recommended corrections and then try again.
-|media1=Umgr_import_stats.png
 }}
-====How do I export statistic definitions?====
+Depending on the Level you choose - Workspace or Interaction - the following options populate in the Templates menus for both Label and URL:
-{{CloudStep_Stack
-|title=
-|text=You can export your statistic definitions to an external .CSV or .YAML file. You can select your custom statistics, global statistics, or both. Then you can choose which file type to export. The exported file downloads to your local computer.
-|media1=UmgrExportStats.png
-}}
-<!---
+'''Workspace:'''
-===Supported Web Services and Application statistics===
+* Agent.FullName
+* Agent.UserName
+* Agent.LastName
+* Agent.FirstName
+* Agent.EmployeeId
-The following list includes all the statistics that Web Services and Application supports:
+'''Interaction:'''
+* Agent.FullName
+* Agent.UserName
+* Agent.LastName
+* Agent.FirstName
+* Agent.EmployeeId
+*<nowiki>AttachedData.{{attached-data-key-name}}</nowiki>
+*Interaction.id
+* AttachData.KVPName
-====Queue Statistics====
-<p><toggledisplay showtext="[+] Total_Answered" hidetext="[-] Total_Answered">
-The number of customer interactions that entered a service type and were accepted, answered, or pulled by agent (s)/agent group (s) within the reporting time interval.
-Definition in Configuration Server:
+An external web site URL can be defined using the <tt>$AttachedData.Y$</tt> parameter to have flexible text in the URL where <tt>Y</tt> represents an attached data name.
- <nowiki>
+{{NoteFormat|
-name: Total_Answered
+<ul>
-notificationFrequency: 10
+<li>If the <tt>$AttachedData.Y$</tt> parameter is specified for the external website URL, and <tt>Y</tt> is not part of the attached data associated with an interaction, the external website is not displayed.</li>
-notificationMode: PERIODICAL
+<li>If an agent manually adds the attached data to the interaction (or if it's added by any other means), then the external website tab is displayed with the content of the external website.</li>
-objectType: QUEUE
+</ul>
-statisticDefinitionEx:
+|3}}
-    category: TotalNumber
+<br>
-    dynamicTimeProfile: "0:00"
+For example, the external website specified as follows:
-    intervalType: GrowingWindow
+<source lang="text">
-    mainMask: CallAnswered
+label = Customer Location
-    subject: DNAction
+url = https://www.bing.com/search?q=$AttachedData.CustomerLocation$
-</nowiki>
+</source>
-</toggledisplay></p>
+With this URL, if an interaction is received with a <tt>CustomerLocation</tt> attached data with the value of <tt>Paris</tt>, then the external website will be displayed in a dedicated tab called '''Customer Location''', and the external web site will be <tt><nowiki>https://www.bing.com/search?q=Paris</nowiki></tt>
+</li>
-<p><toggledisplay showtext="[+] Total_Abandoned" hidetext="[-] Total_Abandoned">
+<li><tt>mode</tt>: Specifies the mode Agent Desktop uses to display the web application. The default value is <tt>INTERNAL</tt>. The possible values are:
-The number of interactions that were terminated by the customer while waiting on the service type during the reporting time interval. This stat type excludes interactions that were distributed to an agent and then abandoned before the agent could answer (Call Abandoned While Ringing).
+<ul>
+<li><tt>INTERNAL</tt>: The web application is displayed in a dedicated tab in Agent Desktop. It can be viewed and used when the agent clicks the tab to display it. This is the default behavior.</li>
-Definition in Configuration Server:
+<li><tt>EXTERNAL</tt>: The web application is displayed in a popup window.</li>
- <nowiki>
+<li><tt>BACKGROUND</tt>: The web application is displayed in the background when the interaction is selected. When the interaction is deselected or closed, the third-party website is replaced with the previous panel that was displayed in the background. This mode is only applicable at the interaction level.</li>
-name: Total_Abandoned
+<li><tt>HIDDEN</tt>:The web application is loaded but not displayed in Agent Desktop. You can use this mode to integrate Agent Desktop with a non-web application.</li>
-notificationFrequency: 10
+</ul>
-notificationMode: PERIODICAL
-objectType: QUEUE
-statisticDefinitionEx:
-    category: TotalNumber
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: CallAbandoned
-    subject: DNAction
-</nowiki>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] Current_In_Queue" hidetext="[-] Current_In_Queue">
-The number of customer interactions that are currently waiting in queue.
-Definition in Configuration Server:
- <nowiki>
-name: Current_In_Queue
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: QUEUE
-statisticDefinitionEx:
-    category: CurrentNumber
-    mainMask: CallWait
-    subject: DNAction
-</nowiki>
-No time profile.
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] CurrMaxCallWaitingTime" hidetext="[-] CurrMaxCallWaitingTime">
-The maximum waiting time for customer interactions currently waiting on a service
-Definition in Configuration Server:
- <nowiki>
-name: CurrMaxCallWaitingTime
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: QUEUE
-statisticDefinitionEx:
-    category: CurrentMaxTime
-    mainMask: CallWait
-    relativeMask: CallWait
-    subject: DNAction
-</nowiki>
-No time profile.
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] ServiceLevel" hidetext="[-] ServiceLevel">
-Ratio of call answered within given interval (specified by first time range) compared to (total number answered + total abandoned after delay specified by second time range).
- <nowiki>
-name: ServiceLevel
-statisticDefinitionEx:
-    category: ServiceFactor1
-    subject: DNAction
-    intervalType: GrowingWindow
-    dynamicTimeProfile: "0:00+1:00"
-    timeRangeLeft: 0
-    timeRangeRight: 120
-    timeRangeLeft2: 0
-    timeRangeRight2: 10
-objectType: QUEUE
-notificationMode: PERIODICAL
-notificationFrequency: 10
-</nowiki>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] AverageWaitingTime" hidetext="[-] AverageWaitingTime">
-Average wait time for customer interactions what were entered and distributed/abandoned on a service type during reporting time interval Note: this will calculate wait time for all calls, including ones that were abandoned.
-Definition in Configuration Server:
- <nowiki>
-name: AverageWaitingTime
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: QUEUE
-statisticDefinitionEx:
-    category: AverageTime
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: CallWait
-    relativeMask: CallWait
-    subject: DNAction
-</nowiki>
-</toggledisplay></p>
-====Skills Statistics====
-<p><toggledisplay showtext="[+] CurrentNotReadyAgents" hidetext="[-] CurrentNotReadyAgents">
-Number of not ready agents with skill
- <nowiki>
-name: CurrentNotReadyAgents
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: SKILL_AG
-statisticDefinitionEx:
-    category: CurrentNumber
-    mainMask: NotReadyForNextCall
-    subject: AgentStatus
- </nowiki>
-Time profile - not used.
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] CurrentReadyAgents" hidetext="[-] CurrentReadyAgents">
-Number of ready agents with skill
- <nowiki>
-name: CurrentReadyAgents
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: SKILL_AG
-statisticDefinitionEx:
-    category: CurrentNumber
-    mainMask: WaitForNextCall
-    subject: AgentStatus
-</nowiki>
-Time profile - not used.
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] CurrNumberInCall" hidetext="[-] CurrNumberInCall">
-Number of agents with skill in call
- <nowiki>
-name: CurrNumberInCall
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: SKILL_AG
-statisticDefinitionEx:
-    category: CurrentNumber
-    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, CallRinging, CallDialing
-    subject: AgentStatus
-</nowiki>
-Time profile - not used.
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] LongestIdleTime" hidetext="[-] LongestIdleTime">
-The longest time an agent is currently waiting to receive a call (evaluated maximum of current idle time for all agents in group which are currently waiting to receive a call, may be 0 if no idle agents are present in group at the moment).
- <nowiki>
-name: LongestIdleTime
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: SKILL_AG
-statisticDefinitionEx:
-    category: CurrentMaxTime
-    mainMask: WaitForNextCall
-    subject: AgentStatus
-</nowiki>
-Time profile - not used.
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] AverageHandlingTime" hidetext="[-] AverageHandlingTime">
-The average amount of time during the reporting interval that agent/agent groups spent on customer interactions including After Call Work (ACW)/ wrap-up status.
- <nowiki>
-name: AverageHandlingTime
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: SKILL_AG
-statisticDefinitionEx:
-    category: AverageTime
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, AfterCallWork
-    relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
-    subject: DNStatus
-</nowiki>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] ServiceLevel" hidetext="[-] ServiceLevel">
-Ratio of call answered within given interval (specified by first time range) compared to (total number answered + total abandoned after delay specified by second time range).
- <nowiki>
-name: ServiceLevel
-statisticDefinitionEx:
-    category: ServiceFactor1
-    subject: DNAction
-    intervalType: GrowingWindow
-    dynamicTimeProfile: "0:00+1:00"
-    timeRangeLeft: 0
-    timeRangeRight: 120
-    timeRangeLeft2: 0
-    timeRangeRight2: 10
-objectType: SKILL_Q
-notificationMode: PERIODICAL
-notificationFrequency: 10
-</nowiki>
-</toggledisplay></p>
-===Agent Statistics===
-<p><toggledisplay showtext="[+] AverageHandlingTime" hidetext="[-] AverageHandlingTime">
-<pre>
-name: AverageHandlingTime
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-statisticDefinitionEx:
-    category: AverageTime
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, AfterCallWork
-    relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
-    subject: DNStatus
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] Productivity" hidetext="[-] Productivity">
-<pre>
-name: Productivity
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-statisticDefinitionEx:
-    category: AverageNumberPerRelativeHour
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: CallInbound,CallOutbound,CallInternal,CallConsult,CallUnknown
-    relativeMask: '*,~LoggedOut,~NotMonitored'
-    subject: AgentStatus
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] InboundCalls" hidetext="[-] InboundCalls">
-<pre>
-name: InboundCalls
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-statisticDefinitionEx:
-    category: TotalNumber
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: CallInbound
-    subject: DNAction
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] InternalCalls" hidetext="[-] InternalCalls">
-<pre>
-name: InternalCalls
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-statisticDefinitionEx:
-    category: TotalNumber
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: CallInternal
-    subject: DNAction
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] OutboundCalls" hidetext="[-] OutboundCalls">
-<pre>
-name: OutboundCalls
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-statisticDefinitionEx:
-    category: TotalNumber
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: CallOutbound
-    subject: DNAction
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] ConsultCalls" hidetext="[-] ConsultCalls">
-<pre>
-name: ConsultCalls
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-statisticDefinitionEx:
-    category: TotalNumber
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: CallConsult
-    subject: DNAction
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] ReadyDuration" hidetext="[-] ReadyDuration">
-<pre>
-name: ReadyDuration
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-statisticDefinitionEx:
-    category: TotalAdjustedTime
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: WaitForNextCall
-    subject: AgentStatus
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] WrapDuration" hidetext="[-] WrapDuration">
-<description>
-<pre>
-name: WrapDuration
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-statisticDefinitionEx:
-    category: TotalAdjustedTime
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: AfterCallWork
-    relativeMask: AfterCallWork
-    subject: AgentStatus
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] TalkDuration" hidetext="[-] TalkDuration">
-<pre>
-name: TalkDuration
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-statisticDefinitionEx:
-    category: TotalAdjustedTime
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
-    subject: DNAction
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] HoldDuration" hidetext="[-] HoldDuration">
-<pre>
-name: HoldDuration
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-statisticDefinitionEx:
-    category: TotalAdjustedTime
-    dynamicTimeProfile: "0:00"
-    intervalType: GrowingWindow
-    mainMask: CallOnHoldInbound,CallOnHoldOutbound,CallOnHoldInternal,CallOnHoldConsult,CallOnHoldUnknown
-    subject: DNAction
-</pre>
-</toggledisplay></p>
-====Agent Statistics for eServices====
-<p><toggledisplay showtext="[+] AverageHandlingTime_Chat" hidetext="[-] AverageHandlingTime_Chat">
-<pre>
-name: AverageHandlingTime_Chat
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-chat
-statisticDefinitionEx:
-dynamicFilter: "MediaType=chat"
-category: AverageTime
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
-relativeMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
-subject: DNStatus
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] AverageHandlingTime_Email" hidetext="[-] AverageHandlingTime_Email">
-<pre>
-name: AverageHandlingTime_Email
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-email
-statisticDefinitionEx:
-dynamicFilter: "MediaType=email"
-category: AverageTime
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
-relativeMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
-subject: DNStatus
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] Productivity_Chat" hidetext="[-] Productivity_Chat">
-<pre>
-name: Productivity_Chat
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-chat
-statisticDefinitionEx:
-dynamicFilter: "MediaType=chat"
-category: AverageNumberPerRelativeHour
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionHandlingInbound,InteractionHandlingOutbound,InteractionHandlingInternal,Coaching,InteractionHandlingUnknown
-relativeMask: '*,~Available,~NotAvailable'
-subject: AgentStatus
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] Productivity_Email" hidetext="[-] Productivity_Email">
-<pre>
-name: Productivity_Email
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-email
-statisticDefinitionEx:
-dynamicFilter: "MediaType=email"
-category: AverageNumberPerRelativeHour
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionHandlingInbound,InteractionHandlingOutbound,InteractionHandlingInternal,Coaching,InteractionHandlingUnknown
-relativeMask: '*,~Available,~NotAvailable'
-subject: AgentStatus
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] InboundChats" hidetext="[-] InboundChats">
-<pre>
-name: InboundChats
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-chat
-statisticDefinitionEx:
-dynamicFilter: "MediaType=chat"
-category: TotalNumber
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionHandlingInbound
-subject: DNAction
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] InboundEmails" hidetext="[-] InboundEmails">
-<pre>
-name: InboundEmails
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-email
-statisticDefinitionEx:
-dynamicFilter: "MediaType=email"
-category: TotalNumber
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionHandlingInbound
-subject: DNAction
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] ChatDuration" hidetext="[-] ChatDuration">
-<pre>
-name: ChatDuration
-notificationFrequency: 9
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-chat
-statisticDefinitionEx:
-dynamicFilter: "MediaType=chat"
-category: TotalAdjustedTime
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionHandlingUnknown, Coaching, InteractionHandlingInbound
-subject: DNAction
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] EmailDuration" hidetext="[-] EmailDuration">
-<pre>
-name: EmailDuration
-notificationFrequency: 9
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-email
-statisticDefinitionEx:
-dynamicFilter: "MediaType=email"
-category: TotalAdjustedTime
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionHandlingUnknown, Coaching, InteractionHandlingInbound
-subject: DNAction
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] TimeInCurrentChat" hidetext="[-] TimeInCurrentChat">
-<pre>
-name: TimeInCurrentChat
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-chat
-statisticDefinitionEx:
-dynamicFilter: "MediaType=chat"
-category: CurrentTime
-mainMask: '*'
-subject: AgentStatus
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] TimeInCurrentEmail" hidetext="[-] TimeInCurrentEmail">
-<pre>
-name: TimeInCurrentEmail
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-email
-statisticDefinitionEx:
-dynamicFilter: "MediaType=email"
-category: CurrentTime
-mainMask: '*'
-subject: AgentStatus
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] OutboundEmails" hidetext="[-] OutboundEmails">
-<pre>
-name: OutboundEmails
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-email
-statisticDefinitionEx:
-dynamicFilter: "MediaType=email"
-category: TotalNumber
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionHandlingOutbound
-subject: DNAction
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] TransferredChats" hidetext="[-] TransferredChats">
-<pre>
-name: TransferredChats
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-chat
-statisticDefinitionEx:
-dynamicFilter: "MediaType=chat"
-category: TotalNumber
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: TransferMade
-subject: DNAction
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] MissedChats" hidetext="[-] MissedChats">
-<pre>
-name: MissedChats
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-chat
-statisticDefinitionEx:
-dynamicFilter: "MediaType=chat"
-category: TotalNumber
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionRevoked
-subject: DNAction
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] RejectedChats" hidetext="[-] RejectedChats">
-<pre>
-name: RejectedChats
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-chat
-statisticDefinitionEx:
-dynamicFilter: "MediaType=chat"
-category: TotalNumber
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionRejected
-subject: DNAction
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] TransferredEmails" hidetext="[-] TransferredEmails">
-<pre>
-name: TransferredEmails
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-email
-statisticDefinitionEx:
-dynamicFilter: "MediaType=email"
-category: TotalNumber
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: TransferMade
-subject: DNAction
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] MissedEmails" hidetext="[-] MissedEmails">
-<pre>
-name: MissedEmails
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-email
-statisticDefinitionEx:
-dynamicFilter: "MediaType=email"
-category: TotalNumber
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionRevoked
-subject: DNAction
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] RejectedEmails" hidetext="[-] RejectedEmails">
-<pre>
-name: RejectedEmails
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-email
-statisticDefinitionEx:
-dynamicFilter: "MediaType=email"
-category: TotalNumber
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: InteractionRejected
-subject: DNAction
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] ReadyDuration_Email" hidetext="[-] ReadyDuration_Email">
-<pre>
-name: ReadyDuration_Email
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia
-statisticDefinitionEx:
-dynamicFilter: "MediaType=email"
-category: TotalAdjustedTime
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: Available
-subject: AgentStatus
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
-<p><toggledisplay showtext="[+] ReadyDuration_Chat" hidetext="[-] ReadyDuration_Chat">
-<pre>
-name: ReadyDuration_Chat
-notificationFrequency: 10
-notificationMode: PERIODICAL
-objectType: AGENT
-features: api-multimedia-chat
-statisticDefinitionEx:
-dynamicFilter: "MediaType=chat"
-category: TotalAdjustedTime
-dynamicTimeProfile: "0:00"
-intervalType: GrowingWindow
-mainMask: Available
-subject: AgentStatus
-maskType: MEDIA
-</pre>
-</toggledisplay></p>
--->
-{{AnchorDiv|External_URLs}}
-==External URLs==
-You can integrate internal and external websites into your agent's main view. At the Agent Desktop level, the external website is displayed in dedicated tabs. These tabs allow you to access the website without leaving Agent Desktop.
-{{CloudStep_Stack
-|title=
-|text=
-At the interaction level, there are two ways to display websites depending the main interaction type.
-* For voice, the external Website is displayed in the background when an interaction is selected. When the interaction is unselected or closed, the external website is replaced with the previous panel displayed in the background.
-* For multimedia, the external website is displayed in a dedicated view in the case data.
-To add a URL to the list, select '''Workspace''' or '''Interaction''' from the '''Level''' menu, type a label for the URL, type or paste the URL in the URL field, and click '''Add'''.
-|media1=Umgr_add_external_URL.png
-}}
 {{AnchorDiv|Case_and_Toast_Data}}
 ==Case Data==
-On the '''Desktop Settings > Case Data''' page, you can specify the information to be displayed to the agent when a call, chat, or other interaction when an interaction is transferred to them.
+On the '''Case Data''' page, you can specify the information to be displayed to agents when a call, chat, or other interaction is transferred to them.
 ===Creating a sharable Case Data business attribute===
-Case data can be used as sharable business attributes for agents, agents groups, and the global contact center. To view an article about how to create sharable business attributes, see [[Documentation:PSAAS:Administrator:AgentSetupSharedAttributes|Sharing Business Attributes in Agent Setup]].
+Case data can be used as sharable business attributes for agents, agent groups, and the global contact center. To view an article about how to create sharable business attributes, see [[Documentation:PSAAS:Administrator:AgentSetupSharedAttributes|Sharing Business Attributes in Agent Setup]].
 {{NoteFormat|
@@ Line 970: / Line 192: @@
 </li>
 </ol>
-|media1=Umgr_select_casedata.png
+|media1=ASSelectCaseData.png
 }}
@@ Line 977: / Line 199: @@
 |title=
 |text=
- Select the folder you want to view from the '''Folder''' drop-down list box.
+Select the folder you want to view from the '''Folder''' drop-down list box.
 # Click the second drop-down list box and select the business attribute into which you want to add the Case Data.
 # Click '''Add'''.
 #Specify a name and display name.
 #Select '''Mandatory''' to specify that the case data is mandatory.
-#Enable the '''Read Only''' option if you do not want the agent to be able to update the data. Or, select a data validation type, such as '''Boolean''', '''String''', or '''Integer''', which allows the agent to edit the data.  Note that if the case data is mandatory, the '''Read Only''' option is disabled.
+#Enable the '''Read Only''' option if you do not want the agent to be able to update the data. Or, select a data validation type, such as '''Boolean''', '''String''', '''Integer''', or '''Enum''' which allows the agent to edit the data.  If the case data is mandatory, the '''Read Only''' option is disabled.
-|media1=Umgr_add_casedata.png
+|media1=ASAddCaseData.png
 }}
@@ Line 995: / Line 217: @@
 ==Toast Data==
-On the '''Desktop Settings > Toast Data''' page, you can specify the information to be displayed to the agent when they receive a call, chat, or other interaction.
+On the '''Toast Data''' page, you can specify the information to be displayed to the agent when they receive a call, chat, or other interaction.
 ===Creating a sharable Toast business attribute===
@@ Line 1,020: / Line 242: @@
 </li>
 </ol>
-|media1=Umgr_select_toastdata.png
+|media1=ASSelectToastData.png
 }}
@@ Line 1,031: / Line 253: @@
 # Click '''Add'''.
 #Specify a name and display name.
-|media1=Umgr_add_toastdata.png
+|media1=ASAddToastData.png
 }}
@@ Line 1,039: / Line 261: @@
 {{AnchorDiv|Caller_ID}}
 == Caller ID==
-On the '''Desktop Settings > Caller ID''' page, you can create a list of Caller Identification (ID) options to be displayed when an agent makes an outbound call or transfer. A Caller ID is typically the phone number that you want displayed on the phone of the person who receives the call when the agent consults, conferences, or transfers a call.
+On the '''Caller ID''' page, you can create a list of Caller Identification (ID) options to be displayed when an agent makes an outbound call or transfer. A Caller ID is typically the phone number that you want displayed on the phone of the person who receives the call when the agent consults, conferences, or transfers a call.
 You can also specify a display name, such as your company name, to be included with the Caller ID. For example, SalesForMore 1-555-555-5555. In this case, Agent Desktop shows '''SalesForMore''' on the list of Caller IDs that an agent can select.
@@ Line 1,069: / Line 290: @@
 </li>
 </ol>
-|media1=UmgrCallerID_Select.png
+|media1=ASSelectCallerID.png
 }}
@@ Line 1,080: / Line 301: @@
 # Click '''Add'''.
 #Type the '''Name''' and '''Display Name''' for the new Caller ID.
+|media1=ASAddCallerID.png
+}}
 {{NoteFormat|To add a new folder to the list, you can do one of the following:
 * Click '''Add Folder'''; or
 * To add a subfolder, click the '''Folder''' drop-down list box, select a folder, and then click the '''Add folder''' icon.|2}}
-|media1=umgr_businessattribute3.png
-}}
 ==Next Steps==
-Now that you have configured your Desktop Settings, you can proceed to configure Skills for your contact center. See [[umgrSkills|Skills]].
+Now that you have configured your Agent Desktop settings, you can proceed to configure Desktop Options for your contact center. See [[umgrDesktopOptions|Desktop Options]].
 [[Category:V:PSAAS:Public]]