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  • 1.  Desktop App - Agent Activity view Widgets

    Posted 3 days ago

    In the Desktop App the widgets on the Agent Activity view can be moved. Can they be deleted? I do not see a way for agent to do this. Can Admin control this?

    Also, is there a way for app to default to Agent Workspace view when opening the app?


    #Omni-ChannelDesktop/UserInterface

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    Ken Pittman
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  • 2.  RE: Desktop App - Agent Activity view Widgets

    Posted 2 days ago

    Hello @Ken Pittman.

    About the Agent Activity view.

    No, agents cannot delete widgets/cards from the Agent Activity view. The actions available to agents are limited to refreshing data, sending issue logs to administrators through Log Capture, and rearranging cards on the Overview tab. Agents can move cards to different positions, but they cannot delete or hide them manually.

    The widgets displayed in the Activity view are entirely permission-based. This means the cards shown depend on the permissions assigned to the agent, such as Schedule, Gamification, Learning, Coaching, Quality Evaluation, and other related permissions.

    Administrators also cannot directly delete individual widgets/cards from the Activity view. However, administrators can control which widgets appear by managing user permissions. For example, removing permissions related to Schedule, Leaderboards, Learning, Coaching, or Quality features will automatically remove the associated widgets from the user's Activity view.

    Administrators can control which widgets agents see by granting or removing specific permissions, such as:

    • Workforce Management > Agent Schedule > View (for schedule widget)
    • Gamification > Scorecard > View (for scorecard widget)
    • Gamification > Leaderboards > View (for leaderboard widget)
    • Learning > Assignment > View (for learning modules)
    • Coaching > Appointment > Participate (for coaching widgets)
    • Quality > Evaluation > Edit Agent Sign-off (for evaluation widgets)
    • Workforce Management > Agent Historical Adherence > View (for adherence widgets)


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    Arthur Pereira Reinoldes
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    Original Message


  • 3.  RE: Desktop App - Agent Activity view Widgets

    Posted 2 days ago
    Edited by Elisson Fernandes 2 days ago

    Hi,

    Just to add to Arthur's response: soon, the Agent Activity View will be moved into User Home, and in this new experience it will be possible to customize the view.
    Here is the community post about it:

    https://community.genesys.com/discussion/prepare-for-activity-overview-moving-into-user-home

    ------------------------------
    Elisson Fernandes
    ------------------------------

    Original Message


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