Widgets

After logging into Workspace to handle calls, agents have several tasks to manage on their desktop, primarily related to the current call. Once a call ends, agents still need to complete certain activities before preparing for the next call.

Here are a couple of examples:

• If it is a Preview call, the agent may have to look at the customer details before deciding to accept, skip, or reject.

• After connecting to the call (Preview or any other pacing mode), during the conversation, the customer may request the number to be marked as DNC, request a callback, refer to a previous interaction, or simply accept the purpose of the call and hang up.

This is where widgets help. They organize different aspects of contact center and agent operations, displaying them during a call. Some examples are Preview widget, Change Number widget, Outcome widget, and so on.

Out-of-the-box Widgets

The installer rpm contains all the standard widgets that are bundled with the application. These are displayed as tiles with all widget-related details automatically filled in. If you are using a listed widget from a different URL (that is, a different instance of Acqueon Campaigns), you must open the widget in the edit mode and update the required fields. See Adding a Widget for details of these fields.

You can also add any widget that is specific to your Workspace application instance, for example, any customized widget.

Adding a Widget

This section helps you add a widget to your layout. Follow these steps:

1. Navigate to the Layout menu on the left and select Widget.

2. The Widget page is displayed with all the added widgets.

3. Click +Add to add a new widget.

The New Widget tab is displayed. Complete the fields.

1. Name - Type a name for the widget.

2. URL - Provide the URL for this widget.

3. Core - Select this checkbox if you want to enable the integrated platform’s core functionality.

   1. Channel Name – Type the integrated platform name in this field. For example, Five9, Amazon, and so on.

4. Default Width - Type the default width for the widget in pixels (the minimum being 10 px). This is the width of the widget displayed to the agent.

5. Default Height - Type the default height in pixels (the minimum being 10 px). This is the height of the widget displayed to the agent.

6. Header Height - Type the Header Height in pixels (the minimum being 28 px and the maximum being 60 px). This widget header displayed to the agent is of this height.

7. Header Background Color - Select a header background color for the widget.

8. Header Icon - If you require an icon to be displayed on the header, select an image file.

   Note

   You can upload only jpg, gif, or png files.

9. Click Save to add your widget.

The widget you added is listed on the Widgets listing page.

Editing and Deleting a Widget

The Widget listing page displays each widget as a tile. There are two active icons on each tile.

• Edit - Click the Edit icon to edit a widget.

  • The widget details are displayed in the edit mode.

  • Update the required details.

  • Click Save.

• Delete - Click the Delete icon to delete a widget.

  • Click OK on the confirmation dialog box to complete deletion

Conclusion

You have now completed the following tasks for the Configurator:

• Created a Layout

• Added Widgets

Complete the Allowlist section next.