Configure Desktop Profiles for Agent Embedded

Desktop profiles allow you to customize the agent experience in CXone Mpower Agent Embedded. This includes enabling and disabling features for teams of agents. For example, you could enable the Reporting app 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 Embedded. Currently, you can use desktop profiles to show or hide apps, such as Contact History , Queue Counter , and Schedule . You can also configure the default screen size of Agent Embedded. 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.

Create Desktop Profiles

Required permission: Desktop Profiles Create, Desktop Profiles Edit

1. In CXone Mpower, click the app selector and select Agent Integrations .
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 Embedded.

   Learn more about fields in this step

   Field	Details
   Search	Enable or disable the Search app , which allows agents to search for interactions, messages, contacts, and threads.
   Contact History	Enable or disable the Contact History app , which shows agents the following information about their past interactions: Case number Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Date and time Status Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.
   Queue counter	Enable or disable the Queue app , which displays the contacts 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 , which displays agents' daily schedules, including any upcoming commitments.
   WEM	Enable or disable the WEM agent app , where agents can manage their schedule, request coaching sessions, request time off, and trade shifts.
   Launch	Enable or disable the Launch icon in the voice control panel. Launch displays a list of available indicators 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 , which displays websites that you configure.
   Reporting	Enable or disable the Reporting app , which displays reports with data that helps agents evaluate their performance.

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

   Select Defined by agent to enable agents to customize their own default screen size. When you select this option, Agent Embedded 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.

7. Click Create in the top right.
8. 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 .
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 .
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 .
2. Click Desktop Profiles in the left menu.
3. Click the three dots 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 .
2. Click Desktop Profiles in the left menu.
3. Click the three dots 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.