Specify default panels for agent interactions

When agents receive interactions, the Interactions panel is set to show the Profile panel by default. Each interaction type supports multiple panels.

As an administrator, you can specify the default panel for each agent interaction type using the panel manager.

To select the default panel for each interaction type, perform the following steps:

1. Click Admin.
2. Under Contact Center, click Panel Manager.
3. Select the default panel required for each interaction type. For instance, select Canned Responses for voice interactions or Notes for email interactions. For instance, select Canned Responses for voice interactions, Notes for email interactions, or Workitems to indicate the work item or wrap up statuses. 
   Note: The Script option does not appear in the Voice and Callback drop-down lists, as scripts always display in the center of the agent desktop for these interactions.
4. Click Save.