Create or change an inbox layout
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- UpdatedAug 3, 2023
- 2 minutes to read
- Vancouver
- Advanced Work Assignment
Create or change the card layout for inbox items for a given service channel. Card layouts are displayed in the agent inbox view of Agent Workspace.
Before you begin
Role required: awa_admin or admin. Users with the awa_manager or agent role can review inbox layouts.
About this task
Cards represent work items in an agent's inbox in Agent Workspace. Each channel has a default layout for these cards, which can display up to five fields from the related table record. Use the Inbox Layout form to change a default layout, such as the name, short description, and the specific fields displayed on the card, for example channel and contact or consumer name. You can also specify certain conditions that determine when the card layout is used.
Procedure
What to do next
- Override the agent capacity value for selected agents or groups.
- Create or change a work item queue for the channel.