Setup Layouts, Widgets, Logs, and Integrations

Configurator

Configurator is the primary building block of the Workspace admin web application. After installation, it acts as the primary building block that ties everything together—Contact Center configurations, Acqueon Campaign settings, and CRM integrations. As an admin, ensure that Configurator is set up to enable seamless agent efficiency and system monitoring workflows.

At the end of this section, you should be able to:

• Create a layout

• Configure widgets and allowlisted URLs

• Manage and access integration applications like telephony, CRM, or any third-party application

• Configure logs

Access

Workspace Admin

To access Workspace Admin, you can log in using either a database-based local user, using an LDAP-based active directory authentication protocol, or via SSO through your IdP. Your role as an administrator was already defined when a user was created for you.

Configurator

After a successful login, the Channel page is displayed. To access Configurator, follow these steps:

1. Navigate to the Menu dropdown list on the webpage’s title bar. This is shown as AE by default.

2. Select Configurator.

The Layouts page is displayed by default. This page lists Layouts, in thumbnails, that an admin has created. When you access this page for the first time, it is empty.

• For existing layouts, click View Layout on a thumbnail to view a layout configured by an admin.

• To remove an existing layout, click the Remove button.

Layouts

A layout in Acqueon Workspace defines how the page is displayed to the agent. As an admin, you can configure layouts to optimize the agent desktop, customize views for different platforms, teams, and widgets.

As a part of the Layout configuration process, your task includes configuring the following within a Layout:

• Widgets

• Allowlist

• Channel

• Normalized Events

• Normalizer

• Billing

• Application Configuration

• Log Configuration

Note:

Skip the configuration of Normalized Events, Normalizer, and Billing – these are handled only by Acqueon Support or Acqueon Implementation teams.