Desktop Layout

The Desktop Layout feature allows you to configure the Webex Contact Center Desktop as per your business requirements. You can customize elements such as logo, title, and widgets. For the complete list of elements that you can customize, see Define a Custom Desktop Layout. You can create a desktop layout and assign it to a team. This layout generates the agent experience on the desktop for all agents who sign in as part of that team.

There are two types of layouts:

• Global Layout: This layout is a system-generated layout that gets assigned by default when you create a team. For more information, see Create a team. When you create a team, the Global Layout is automatically set as the desktop layout for the team. You cannot delete this layout.

• Custom Layout: A layout that provides a customized desktop experience. You can create a custom layout for one or more teams.

Note	If you assign a new desktop layout when an agent is signed in, the agent must reload the page to see the new layout.

The Webex Contact Center Desktop supports three personas:

• Agent

• Supervisor

• Supervisor and an Agent

The JSON layout file has separate sections for each of the personas. The administrator should configure the settings for each persona in the corresponding section of the JSON layout file.

When Cisco adds a new feature to the Desktop Layout, the unmodified layout is updated automatically with the new features. The updated desktop layout is automatically available to the existing teams that use the unmodified desktop layout. The Desktop users using the unmodified desktop layout receive the new layout-based features when they sign in or reload the browser.

Note	If you are using the Default Desktop Layout.json file without any modification, then it is considered an unmodified layout. However, if you download the Default Desktop Layout.json file and upload it again, it is considered a modified layout even if the file content or filename is not modified.