Conversation Panel Widgets

Conversation Panel Widgets

Conversation Panel widgets provide quick access to important content for common workflows. With these widgets and the Contact Menu Toggle, many users choose to hide the Contacts Panel, expanding the Messaging Panel and Agent Toolbar for a more streamlined experience.

By default, Content Widgets are visible, and a dedicated Widget Settings page allows users to turn widgets on or off and reorder how they appear in the Conversation Panel.

LinkLive includes widgets for:

• Conversation History

• My Queues

• Agent Metrics

• Favorite Contacts

Widget Settings

Users can configure widgets in Settings > Communication Center > Widgets.

On the Widget Settings page:

• The Enable toggle turns a widget on or off.

• The Order dropdown determines widget placement, with 1 appearing at the top.

Conversation History Widget

The Conversation History Widget displays past conversations, including missed calls. Its content mirrors the Conversation History from previous versions.

This new widget allows users to:

• Turn off History visibility if not needed.

• Improve searchability with a new filter (shown below).

My Queues Widget

For users in a Queue (Hunt Group), queues can be added to My Queues by:

• Dragging and dropping from the Contact list.

• Clicking a Queue and selecting "Add to My Queues."

To remove a queue, click the queue and select "Remove from My Queues."

By selecting only essential queues, many agents can collapse the Contacts Panel, freeing up additional workspace.

Agent Metrics Widget

The Agent Metrics Widget displays user-selected metrics, including:

• Agent KPIs

• RONA and ROAA

• Time spent in each status

The data reflects the current day's performance. Users can click the gear icon in the upper right to customize which metrics are displayed.

Note: The Agent Metrics button in the Contacts Panel has been removed. 

Favorite Contacts Widget

The Favorite Contacts Widget enables users to create a widget with their most frequently used contacts. Once added to My Contacts, users can:

• Click a contact to access options like Start Voice, Start Message, and Add to Conference.

• Hide the Contacts Panel to maximize screen space for messaging and agent tools.

My Favorite Contacts can include:

• My Contacts (user-added contacts)

• LinkLive Contacts

• Huddles

• Conference Bridges

• Speed Dials

• Agent Connect links

Note: Hunt Group contacts cannot be added to My Favorite Contacts; instead, they are added to My Queues.

Once added, users can drag and drop to rearrange their favorite contacts.

Users can manage widget settings in Settings > Communication Center > Widgets. Contacts can be added by dragging and dropping from the contact list or selecting "Add to My Favorites."