UI Customizer ​

article not yet finished, waiting for feature implementation

The UI Customizer is a View accessible to users with admin-level permissions. It allows you to modify the layout of the Agent UI for agents in your account and create diverse workspaces with multiple layouts. In this View, you add components to build and rearrange your layouts and then publish the changes.

You can customize workspaces with specific information you want to see. For instance, you might have one workspace for your conversations and another dedicated to reporting statistics on agent performance. You can also create different layouts for agents working with SMS conversations and those handling voice conversations, meaning the Agent UI layout will look differently for both groups. By applying Rule tags, you can make these workspaces available to certain agent groups while hiding them from others. If no Rule tags are added, the workspaces you create will be accessible to all agents in your account.

You can build workspaces using Cards from the Action Desk, or you can create your own Cards. You're free to customize each Card individually after downloading it. There are two Cards in the Library designed for working with HitL - [HitL] UI Plugin template and [HitL] RWC Assistant. The first expands the capabilities of the Agent UI by displaying relevant information, feel free to customize it as needed. The latter - works with RWC solutions and acts as an assistant to agents.

For practical tips on using the UI Customizer, please refer to this page.