In the modifying place call tab, you can search through customer records to find the customer you want to call. Unless substantial changes are needed, it should be sufficient to modify the following forms: Modifying ICC_CP_activeConferenceInterface changes what information is displayed for a customer. The contents of the record page that allows an agent to control and perform tasks for a specific interaction in a channel can be modified in: ICC_RD_individualAgentInteractionView. This section is meant to be modified to replace this content with the relevant information you want your agents to see. ![]() In the ICC_CP_homeTabLeftColumn interface, the section titled Recommended Training For You is a placeholder for you to provide your own custom landing page for your end users. These metrics can be modified if so desired, but are are designed to work out of the box. The ICC Application pulls back certain metrics and relevant queue statistics that are specific to the agent by default. To change how case management is displayed in the dashboard, modify ICC_CP_caseManagementPage. This page has the following forms that are intended to be used as is, replaced, or updated: This can be modified in form: ICC_RP_homeTab. The Home tab is the default tab that the agent views when they access the agent dashboard. The agent dashboard is comprised of three primary pages, the Home tab, the Place Call tab and the individual pages for interactions with a customer. ICC_UT_SAVE_onTaskLoad_taskAlreadyExistsĪll other interfaces and rules can be modified.ICC_UT_convertInteractionViewToInteractionListItem.To ensure that the multiple interaction functionality works properly, do no modify the following interfaces and rules: The following sections will describe important interfaces to consider when modifying the Agent Dashboard. This interface is useful as a starting point when needing to navigate to a specific portion of the Agent Dashboard. Defines the layout and calls rule inputs for lower-level interfaces.Establishes which variables refresh when telephony interactions end. ![]() Declares all local variables that need to be passed to lower level interfaces.This interface serves a couple primary functions: The ICC_RP_mainAgentDashboard object is the top-level interface and starting point for the Agent Dashboard. For more information on how local variables are used in Appian, refer to the Local Variables page. In ICC this is seen through the use of the variable local!taskCompleteRefresh. Using a!refreshVariable(), designers can configure variables to refresh either when the value of another variable changes, or upon a timed refresh. Lower level interface variables affect only smaller components such as a single grid. Top level interface variables affect multiple lower level interfaces such as the agent dashboard and telephony component. Using this function, designers can add variables to interfaces based on which other interfaces they need to reference. ICC utilizes the function a!localVariables() to decrease lines of SAIL and increase developer productivity. The ICC Application defines certain variables in the top level interface and other variables at localized lower level interfaces. Interfaces are then nested to create a logical structure of navigation. For purposes of organization, readability, reusability and concurrent development, the SAIL code for the dashboard is split up into many interface objects. Unlike chained forms in a process model, in-page navigation is driven entirely by SAIL and what the end user sees is strictly controlled through local variables. To understand the details of the Agent Dashboard, it is important to know that this interface is designed using in-page navigation. If you would like more information on the capabilities of the Agent Dashboard, refer to the user guide. This page will describe how to integrate your records and processes into the ICC Application, as well as provide some guidelines for extending certain capabilities. The Agent Dashboard provides a unified customer view alongside communication controls to the agent.
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