Once logged in, agent Users will be directed automatically to the Desktop.
Many of the Desktop features can be configured, including configuring additional Desktop Tabs that allow embedding other browser-based applications or websites (subject to the constraints of the environment within which they are run). Additional Desktop Tabs can be set to be displayed to all Users, members of specific Groups, or specific Users.
Campaigns (if active, and the current User has permission to them) will appear. Campaigns can be launched either from an interaction (for example, a telephone call) or by a User manually clicking onto a Campaign in the Desktop.
The Desktop also includes the Communication Toolbar and Outstanding Tasks.
The Activities drop down menu allows Users to move easily between Workflows (for example, if they are working with an email Workflow and a call triggers another Workflow, the Activities button allows them to move back to the original Workflow when required). These Activities only persist whilst the User is on the Desktop, if the User leaves or refreshes this screen all Activities are cleared.
The Workflow Information panel is a troubleshooting tool allowing users to view Workflow details (for example, the Workflow and Campaign name, the unique record IDs created for each Workflow run, etc). This also allows Users to specify System Variables, Workflow Variables, or Fields to monitor the value of when running a Workflow. This button is disabled until a Workflow is running and only appears to Users that have the Designer licence part enabled. See the Workflow Information article for more information.
The Outstanding Tasks panel displays notifications to the User. These icons indicate the count of pending transfers, due reschedules, and any "in-use" records respectively. A count of the current items for each category is displayed, and if this count changes then a Toast notification will also be displayed to the User. When there are outstanding items in one of these categories, clicking it will open a modal that includes the details of the available items that can be run.
The Outstanding Tasks panel is filtered to exclude "stale" items, as defined by the Record Stale Age setting in the Desktop Settings Section: in-use records are filtered by the date they were last interacted with, and reschedules are filtered by their due date.
In-use record notifications occur if the User has left the record without completing it correctly, for example if they have closed their browser tab while running a record. The User can re-launch the record, which will also create another history entry for the record. In-use records are commonly a sign of either a problem with Workflow design preventing agent progress, browser or environmental issues, or incorrect agent training; efforts should be made to report and remedy the cause of any in-use records whenever possible.
Note that the list of due reschedules potentially includes records that are assigned to a Group, and therefore shared with other Users. As such, entries that are claimed by other Users while inside the outstanding tasks menu will be greyed out, and a Refresh button is offered to allow manually refreshing the list if desired.
If any Desktop Tabs have been configured that apply to the current User, then the Desktop Tab navigation buttons will be visible. The default display is the Campaign list, and the User can navigate between this and the configured URLs by clicking on the navigation buttons.
The available Desktop Tabs can all be customised in the Desktop Settings for all Users, for members of specific Groups, or individual Users.
If the User logs out, they will automatically be logged out in any other tabs, browsers, or computers that they are connected to the current Intelligent Agent System on.
