Configure Desktop Profiles for Agent Integrated

Desktop profiles allow you to customize the agent experience in CXone Mpower Agent Integrated. This includes enabling and disabling features for teams of agents. For example, you could enable the Reporting app icon of a chart. for some teams and disable it for others. You can assign one or more teams to a desktop profile. Teams are not required to be assigned to a desktop profile to use Agent Integrated.

Currently, you can use desktop profiles to show or hide apps, such as Contact History icon, a clock with an arrow pointing backwards., Queue Counter icon, stacked items in a container., and Schedule icon, a calendar.. You can also configure the default screen size of Agent Integrated, configure what appears in the Directory app icon, a notebook with a picture of a person on it., and configure the types of outbound calling agents can do. More settings will be added in future releases. You can manage agent access to features that aren't yet available in desktop profiles by following different processes in the Admin and ACD applications in CXone Mpower.

Before You Begin

Contact your Account Representative to enable desktop profiles for your system.

Create Desktop Profiles

Required permission: Desktop Profiles Create, Desktop Profiles Edit

  1. In CXone Mpower, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside..
  2. Click Desktop Profiles in the left menu.
  3. Click New Desktop Profile in the top right.
  4. Give this desktop profile an Desktop Profile Name and Description.

  5. In the App section, enable or disable the apps inside Agent Integrated.

    Field Details
    Search Enable or disable the Search app icon: a magnifying glass., which allows agents to search for interactions, messages, contacts, and threads.
    Contact History

    Enable or disable the Contact History app icon, a clock with an arrow pointing backwards., which shows agents the following information about their past interactions:

    Queue counter

    Enable or disable the Queue app icon, stacked items in a container., which displays the contactsClosed The person interacting with an agent, IVR, or bot in your contact center. waiting for the agent to answer, as well as any work items in queue.
    Schedule Enable or disable the Schedule app icon, a calendar., which displays agents' daily schedules, including any upcoming commitments.
    WEM Enable or disable the WEM agent app icon of a hexagon with a person., where agents can manage their schedule, request coaching sessions, request time off, and trade shifts.
    Launch Enable or disable the Launch icon icon: a box with an arrow pointing up. in the voice control panel. Launch icon: a box with an arrow pointing up. displays a list of available indicatorsClosed Custom menu items configured by an administrator. for the call. You configure these using the INDICATE Studio action.
    Custom Workspace Enable or disable the Custom Workspace app Icon: a computer monitor., which displays websites that you configure.
    Reporting Enable or disable the Reporting app icon of a chart., which displays reports with data that helps agents evaluate their performance.
    Conversations

    Enable or disable the Conversations app icon of one big chat bubble and one small chat bubble., which allows agents to chat one-on-one or in groups with other agents or supervisors.

    Conversations requires a Digital Experience license. Agents must have the Digital Engagement employee profile attribute to use Conversations.

  6. In the Additional Settings section, select the Default screen size for Agent Integrated. This is the screen size when agents first launch and log in to Agent Integrated.

    Select Defined by agent to enable agents to customize their own default screen size. When you select this option, Agent Integrated remembers the screen size agents set. When they launch and log in later, the agent application is the same size as configured before.

    You can select Custom and enter a Width and Height in pixels.

    Due to browser constraints, the Default screen size setting has the following limitations:

    • It does not apply to the Voice Preferences screen.

    • If the screen size you set exceeds the device's maximum resolution, Agent Integrated launches at a slightly smaller resolution than that max. This applies whether you choose a screen size from the drop-down or enter a custom screen size.

  7. Configure what appears in the Directory App. By default, Favorites, Agents, Skills, Teams, and Standard Address Book are selected.

    Option Details
    Search Displays a search bar in the Directory icon, a notebook with a picture of a person on it..
    All Gives agents access to all Directory entries.
    Favorites

    Allows agents to Favorite icon, a star. Directory entries.
    Agents Allows agents to view other agents in the Directory.
    Skills Allows agents to view ACD skills in the Directory.
    Teams Allows agents to view teams in the Directory.
    Standard Address Book Allows agents to view standard address books in the Directory.

  8. Configure the types of Outbound Calling agents can do. By default, all options are selected.

    Option Details
    Ad Hoc Allows agents to make outbound calls to phone numbers they manually enter.
    Redial Allows agents to redial contactsClosed The person interacting with an agent, IVR, or bot in your contact center. from Contact History icon, a clock with an arrow pointing backwards..
    Agent Allows agents to make outbound calls to other agents.
    Address Book Allows agents to make outbound calls to contacts in standard address books.
    Skill Allows agents to make outbound calls to ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge..
    Elevation Allows agents to elevate digital interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to outbound calls.
    Save & Redial Allows agents to redial contacts from the Outcome panel.
    Transfer Allows agents to transfer calls.
  9. Click Create in the top right.
  10. Now, assign teams to the desktop profile you created.

Assign Teams to Desktop Profiles

Required permission: Desktop Profiles Create, Desktop Profiles Edit

  1. In CXone Mpower, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside..
  2. Click Desktop Profiles in the left menu.
  3. Select the desktop profile you want to add teams to.
  4. Click the Assigned Teams tab at the top.
  5. Click Add Teams.
  6. In the pop-up that appears, select the boxes next to the teams you want to add to this desktop profile. You can search for specific teams using the search bar at the top.
  7. Click Confirm.
  8. Click Save.

Remove Teams from Desktop Profiles

Required permission: Desktop Profiles Create, Desktop Profiles Edit

You can remove multiple assigned teams from a desktop profile at once.

  1. In CXone Mpower, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside..
  2. Click Desktop Profiles in the left menu.
  3. Select the desktop profile you want to remove teams from.
  4. Click the Assigned Teams tab at the top.
  5. Select the boxes next to the teams you want to remove from this desktop profile. You can search for specific teams using the search bar at the top.
  6. Click Remove Teams.
  7. In the pop-up that appears, click Remove.
  8. Click Save.

Deactivate Desktop Profiles

Required permission: Desktop Profiles Deactivate

You cannot delete desktop profiles, but you can deactivate them.

  1. In CXone Mpower, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside..
  2. Click Desktop Profiles in the left menu.
  3. Click the three dots icon of three dots stacked vertically in the Actions column for the desktop profile you want to deactivate.
  4. Select Deactivate. A pop-up appears notifying you that deactivation was successful.

Reactivate Desktop Profiles

Required permission: Desktop Profiles Deactivate

You can reactivate a deactivated desktop profile.

  1. In CXone Mpower, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside..
  2. Click Desktop Profiles in the left menu.
  3. Click the three dots icon of three dots stacked vertically in the Actions column for the desktop profile you want to reactivate.
  4. Select Activate. A pop-up appears notifying you that reactivation was successful.