Layout Settings

Layout Settings

Name, Header, and Core URLs

Note that all mandatory fields are marked with a red asterisk (*).

1. Name - Type a name for the layout.

2. Layout Header - If you want to display the Layout header, select Yes; else select No. The Layout Header Settings tab is available only when you select Yes.

3. Use Exported Layout File - Select this checkbox if you want to create a new layout from an exported layout. After selecting the checkbox, upload a layout file (only csv and txt formats are supported). On successful upload, the layout is created. All the related tabs – Layout Header Settings (if available), Platform Settings, and Widget Settings are configured with information from the exported layout file. For more information on exporting layouts, see Export Layout in the Manage Layouts page.

   Note

   To make changes, if any, to this layout, navigate to the layout tile and click the Edit button.

4. Description - Type a description for the header.

5. Select the checkboxes for the Core URLs that you require for your application. This integrates the following:

   1. Salesforce Core – Select this if you are embedding Salesforce as CRM in your Workspace instance.

   2. CTI Checkbox – This checkbox integrates the selected CTI with your Workspace instance. For example, Five9, Amazon Connect, and so on.

   3. AE Core checkbox – This is mandatory since widgets in the Workspace application populate data from Acqueon Campaigns

Docked Area

A docked area helps you freeze certain areas of the agent screen, preventing the need for excessive scrolling. For example, agents using softphones (either horizontal or vertical) may have to scroll to return to the call control buttons if the softphone is not docked in a fixed position. By docking the softphone, it always remains accessible, even as agents navigate through multiple sheets of the layout. You can dock not only the softphone, but also any widget that should remain in the agent's view while handling interactions.

The next section in Layout Settings is Contains Docked Area. This contains two radio buttons:

• Yes – Select this to contain a docked area in the agent’s layout

• No - Select this to not contain a docked area in the agent’s layout

The following table illustrates how you can use the Docked Area settings.

Note

The Contains Docked Area checkbox is automatically selected if you select the Contains Single Widget View checkbox.

Sheet

When agents need to use many widgets, the widgets can be split across multiple tabs. To display widgets on different tabs, add sheets to the layout. Each sheet functions as a tab on the layout. All these sheets are visible to the agents. You can configure each sheet with an optimal number of widgets.

This determines if you want to display the sheet names on the Layout. This is useful when you have grouped widgets for agents across multiple sheets.

Display Sheet Name - Select Yes or No. If your layout contains multiple sheets, selecting Yes displays the sheet name on each of these. If the layout contains only one sheet, the application does not display the name, even if you select Yes.

Other Details

1. Spacing between widgets - Type the spacing that you require between widgets. Ensure that the agents see the widgets adequately spaced and do not clutter their desktop view. Type the spacing in pixels, for all four directions of the widgets – Top, Bottom, Left, and Right.

2. Contains Single Widget View - If you select the checkbox, the application changes the width to 100 percent and automatically selects the Contains Only Docked Area checkbox.

3. Load in Secondary Mode – If you select this checkbox, the application loads the Workspace widget layout in Salesforce Visual Force page as Secondary. This helps to detect user actions in other browser tabs within the same browser. The softphone that loaded first in the browser acts as the Primary. All other browser tabs from same browser act as Secondary.

   Note

   Select this checkbox only if your Workspace integrates with Salesforce CTI.

4. Load SSO in New Tab – Select the checkbox to initiate SSO login via a new tab. This new tab automatically closes after the agent is logged in successfully. By default, this option is deselected – this means the SSO login page loads on the same page, that is, the Workspace Layout page.

   Note

   This checkbox is selected by default not editable if your channel is Finesse.

5. Background Color – Lets you select a Background Color for your Layout page.

6. Click Save.

Note

If you choose to display the layout header, you can save your changes in Layout Settings only after completing the fields in the Layout Header Settings tab