Desk

This page is for administrators. If you're an agent, learn about using Desk in CXone Mpower Agent Embedded.

CXone Mpower Desk is a flexible, customizable workspace framework that enables you to design and configure the Desk experience within CXone Mpower Agent Embedded. It centralizes customer data, interactions, tickets, and workflows into a single interface—allowing you to tailor the layout, components, and behavior of Desk to meet your organization’s specific business processes.

As an administrator, you can configure Desk to improve agent efficiency, ensure workflow consistency, and integrate external data sources through APIs and automation.

Key Components

Designer

The Designer application is the core tool for configuring Desk. It enables you to:

• Design the layout and structure of the Desk workspace.

• Embed and configure components such as Customer Manager, Ticketing, Agent Scripting, and Accounts.

• Define the visual hierarchy of tabs and components.

• Adjust properties (headers, positions, display logic) for each element.

• Preview designs before publishing them to agents.

Each Desk within the Designer includes:

• Design: Arrange and organize components and define their placement on the page.

• Properties: Configure each element’s attributes, such as label and positioning.

• Events: Define triggers that determine system or agent-driven behavior (for example: pop a URL based on a call event).

• Preview: Review the final design to verify functionality and layout before deployment.

Director

Director enables automation and workflow control within Desk. You can configure Director to:

• Trigger actions based on agent or system events (for example: API calls, loading a component, or agent save events).

• Define event-driven logic that connects Desk components or integrates with external systems.

• Automate repetitive actions to streamline agent experience and enforce process consistency.

Forms

The Forms tool enables you to create and manage data collection templates that agents can use within Desk. You can:

• Define custom forms for capturing customer or ticket information.

• Embed forms within customers, tickets, or accounts workflows to standardize data entry.

Scripter

Scripter allows administrators to create guided workflows for agents to follow during interactions. Capabilities include:

• Designing step-by-step scripts that guide agents through tasks such as data collection, verification, or compliance.

• Using branching logic, conditional questions, and contextual workflows.

• Embedding third-party applications or web content via iFrames.

• Calling APIs to retrieve or update external data in real time.

Theme

The Theme module controls the look and feel of Desk. You can:

• Apply a consistent set of visual styles across components.

• Customize colors, typography, and interface elements (buttons, headers, and so on).

• Ensure a branded and accessible visual experience for agents.

Image Library

The Image Library provides a centralized repository for all visual assets used in Desk. You can:

• Upload and manage images for use in scripts, banners, or HTML components.

• Reference image assets directly within the Designer or Scripter components.

Admin Experience Summary

Desk equips administrators with the tools to design, automate, and optimize the Desk workspace. By configuring Desk components—such as Designer, Director, Scripter, and Forms—you can create a seamless, data-driven, and intuitive environment that enhances both agent performance and the overall customer experience.

For more information about Desk administration, see the Desk Admin Guide .

Desk requires the purchase of an additional license.