Desktop Controls

Select the data entry element to use, or click to create a new data entry element.

If you choose to create a new data entry element, you’ll have the option to open and start editing it straightaway.

Type a title to show in the data entry element’s title bar.

If you do not define a title, the data entry element will not have a title bar and it will always be expanded.

Accessible Name is only picked up by Syntelate XA if you provide a Title.

If you provide a Title, you should provide the same name for the Accessible Name. Doing so adds the Accessible Name to the skip navigation menu. The skip nav allows users of assisted devices and keyboards to tab to the desktop control quickly, saving them time and effort.

Set a condition to define when the control is shown on the desktop.

For example, perhaps you have a data entry element that you only want to show when an agent is working on an email. For this, you’d set a condition of:

[INTERACTION_1.LKTL_WLMTYPE] == 'EMAIL'

(assuming your universe’s INTERACTION_X table is called INTERACTION_1)

You define the condition using the Calculation Builder.

Type a title to show in the menu’s title bar.

Defines the options in the menu. For each item, the Title is what the agent sees in the menu. As for the Item:

• For a regular desktop, this is the type of record that Syntelate XA creates when the agent clicks the option.
• For a configuration desktop, this is the Data entry element that Syntelate XA displays when the agent clicks the item. You must already have dragged this data entry element onto the desktop.

Click to add an item or to delete an item.

Type a title to show in the workload’s title bar.

For upcoming workloads only, type the refresh rate in seconds. The refresh rate defines how frequently Syntelate XA checks for new records to display or for records to remove (because these records have already been dealt with by other agents).

If you leave this property blank, then the workload will only refresh when a record is closed.

Select the script to use, or click to create a new script.

If you choose to create a new script, you’ll have the option to open and start editing it straightaway.

If you wish, type a title for this script.

This is for your benefit only: it will not be shown to agents. At runtime, a script displays the name of the current data entry element in the title bar.

Set a condition to define when the control is shown on the desktop.

For example, you may want to show different scripts for inbound and outbound voice calls. In this case, you’d have two script controls on your desktop. One would have the following condition:

[INTERACTION_1.LKTL_WLMTYPE] == 'INBOUND'

The other would have this condition:

[INTERACTION_1.LKTL_WLMTYPE] == 'OUTBOUND'

(assuming your universe’s INTERACTION_X table is called INTERACTION_1)

You define the condition using the Calculation Builder.

Type a title for the chart(s).

Shows a dropdown menu that lets the agent select a chart to view. This property only shows when two or more charts have been added.

If you select No for this property, then you’ll need to use actions to toggle between charts.

Click to add a new chart or to delete a chart.

For each chart, you can set the following properties:

• Order: Defines the order in which charts show. You can use any numbers; the lowest number will be the first chart and the highest number will be the last chart.
• Chart: Select the chart to use.
• Refresh rate: Defines how frequently the chart refreshes (in seconds). If you leave this property blank, then the chart will never refresh (unless the agent clicks the refresh button).

• Details button actions: Adds a details (…) button that the agent can click and which runs one or more actions. The intended purpose of this is to allow the agent to view additional information.

  For example, let’s say the chart shows the proportion of positive/negative customer feedback the agent has received from web chats. Clicking this button might open a dialog box showing the actual feedback comments written by customers.

  

Required. Select Yes or No.

Enter a title to show in the Chat element's title bar. In most contexts, the title "Chat" works well. But you can name it anything you like. The important point is that the agent can see the title, and it helps them use the agent desktop.