Agent desktop

Agent desktop is a customizable interface that provides agents quick access to the information and tools they need to handle customer sessions. The desktop layout includes the agent adapter as well as configurable panels that display information or tools. You can configure a distinct desktop layout for each session type: inbound calls, outbound calls, or chats. You can then configure which desktop layout that an agent sees when they answer an inbound call, place an outbound call, or handle a chat. You can also configure announcements to communicate updates, alerts, and other important information directly to agents.

Before you begin

Before you can use the agent desktop, you need to turn on the agent desktop extension.

To turn on the agent desktop extension, follow these steps:

1. In the Google Cloud console, go to the project selector dashboard and select the project that contains your instance.

   Project selector dashboard

2. In the navigation menu, click CCAI Platform.

   CCAI Platform instances

   The CCAI Platform instancespage appears.

3. Click the instance that you want to edit. The CCAI Platform instance Detailpage appears.

4. Click Edit > Configure extensions.

5. For Extensions, select the Agent desktopcheckbox, and then click Save.

Permissions

Users with the Admin role can configure agent desktop settings and announcements but can't use the agent desktop. Conversely, users with the Agent role can use the agent desktop but can't configure agent desktop settings and announcements. If you're an administrator who needs to use the agent desktop, be sure that your user has both the Admin and the Agent roles. For more information, see User roles and permissions .

You can create a custom role if the default user roles in CCAI Platform don't meet your needs. If you want a custom role that lets a user configure the agent desktop, configure announcements, or use the agent desktop, you need to select the correct permission settings for that custom role. The following procedure shows you how to find the agent desktop permission settings that you need when you create a custom role .

To find the permission settings for the agent desktop, do the following:

1. In the CCAI Platform portal, click Settings > Users & Teams. If you don't see the Settingsmenu, click menu Menu.

2. Click Roles & Permissions.

3. Do either of the following:

   • To find the permission settings for configuring the agent desktop and announcements, do the following:

     1. For Admin, click visibility View. The Edit Roledialog appears.

     2. For Settings > Agent Desktop, click expand_more to display the remaining Agent Desktoppermission settings. The following agent desktop permissions for administrators display:

        • Settings > Operation Management > All

        • Settings > Agent Desktop > All

        • Settings > Agent Desktop > Layout and panel Management

        • Settings > Announcement Management

   • To find the permission settings for using the agent desktop, do the following:

     1. For Agent, click visibility View. The Edit Roledialog appears.

     2. For Function > Agent > All, click expand_more to display the Agentpermission settings. The following agent desktop permissions for agents display:

        • Function > Agent > All

        • Function > Agent > Calls, chats, messaging

        • Function > Agent > Agent Desktop

4. Click Cancel.