Customizing the Support Agent Console

System administrators can customize buttons in the Support Agent Console. When configured, these buttons appear on the right side of each chat session window, just as the Release and Close buttons. Administrators can configure up to four buttons. These buttons are linked to applications that appear in the Applications menu of the Support Agent Console.

Administrators can also use the Support Agent Console to customize its colors. You can define color options for initial warnings, critical warnings, and headers. For example, if a support agent does not respond to an initial chat request within 30 seconds, the header changes to yellow. If a support agent does not respond for another 60 seconds, the header changes to red. This process provides a visual reminder for the support agent if sessions are waiting too long.

To customize buttons in the Support Agent Console

1. From the IT Home page, select Virtual Agent > Virtual Agent Administration Console. 
2. Click Agent Toolkit and select Application Launcher.
3. Select Run Application.
4. On the application definition page, specify the following fields:
   • Button Label: The button label can be up to ten characters. Text space is limited and all ten characters might not fit on the button.
   • Button ID: The button ID is a number from 1 to 4 and is used as a unique identifier for that button. The system does not verify whether you have already used a button ID in another application definition. If you define more than one button with the same ID number, the last one found is the button displayed.
     
     For the change to take effect, reload the Support Agent Console.
     
     

To change colors in the Support Agent Console

1. From the IT Home page, select Virtual Agent > Virtual Agent Administration Console.
2. Under General Settings in the Virtual Agent Administration Console, click Support Agent Console.
   The Support Agent Console Settings pane appears. 
   
   

3. For each Header Color and Font Color field, type the color that you want to use. Allowed values are Black, White, Blue, Green, Yellow, and Red.

   Tip

   Select header and font color combinations that are easy to read.

4. Enter the timeout value in seconds for the following fields:
   • Initial Warning Timeout
   • Critical Warning Timeout
5. Save the changes as follows:
   • Click OK to save the changes and close the console.
   • Click Apply to save the changes and keep the console open.

Related topics

• Session settings for the Support Agent Console
• Using the Support Agent Console