Horizontal Navigation Bar

Horizontal Navigation Bar

Learn how to use the horizontal navigation bar icons.

On the upper, right hand portion of your workspace, you will see a cluster of icons in the horizontal navigation bar. These icons represent functions and submenus you’ll need to access in order to do your job as an agent. This section describes those functions.

NOTE: The visibility of certain functions on the horizontal navigation bar may depend on the authority and class of service defined in your agent profile. This is controlled by the system administrator.

Horizontal Navigation Bar Icons

You can “hover” your mouse over the icons on the horizontal navigation bar to see labels that indicate their function. Here is a quick rundown below of the icons that appear in an idle state (that is not on a call).

Horizontal Navigation Bar Icons: Idle State

  • Hang Up and call control Icon The call control icon is located in the upper, right hand cluster of the horizontal navigation bar. It occupies the leftmost position here. This icon allows you to hang up on a call. Other icons will appear during an active call.
  • Campaign Icon The campaign icon is located to the right of the call control icon. This icon allows you to choose outbound campaigns and data depending on your authorities and class of service.
  • Dashboards Icon The dashboards icon is located to the right of the campaign icon. This icon allows you to view interaction, queue, agent, and campaign data depending on your authority and class of service.
  • Dialpad Icon The dialpad icon is located to the right of the dashboards icon. This icon provides a dialpad pop up for making calls.
    Settings Icon The settings icon is located to the right of the dialpad icon. This icon provides a popup for your personal settings including general settings, telephony, notification, and ACD.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.