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CRM_IC_018 - Define Navigation Bar Profiles

CRM_IC_018 - Define Navigation Bar Profiles

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In this IMG activity, you define:

  • Which Interaction Center (IC) WebClient functions can be included as entries in the navigation bar
  • Whether the entries are included in the agent's standard or personalized areas of the navigation bar
  • Which entries are found in the index, how they are grouped, names of the groups, corresponding entry descriptions, and default shortcut keys
  • Whether navigation bar highlighting is enabled if entries are not accessed directly from the navigation bar or the index

You can assign the default navigation bar entries to your own navigation bar profiles. Also, there are default view/view sets for navigation bar highlighting and default navigation bar profiles to use or copy.

  1. Define navigation bar entries.
You create technical entry IDs for functions that can be used in the navigation bar, and the associated titles and descriptions.
You determine how the entries are technically accessed through one of the following navigation types:

You can only select one navigation type. After you choose a navigation type, enter the details underneath.
These navigation bar entries are independent of the navigation bar profile. You assign navigation bar entries to profiles later in Define Profiles. Each navigation bar entry can be reused and assigned to more than one navigation bar profile.
  1. Define navigation bar highlighting.
Highlighting in the navigation bar happens automatically when agents select an entry from the navigation bar or the index. You can enable navigation bar highlighting for entries if they are not directly accessed from the navigation bar or the index.
  1. Define index group titles.
You create group IDs and titles that are used to logically group similar entries in the index so agents can locate entries easily. These groups are headings only and cannot be selected. You determine which entries are underneath this grouping in Assign Entries to Profiles. The groupings are independent of the navigation bar entries and can be reused and assigned to more than one navigation bar profile.
  1. Define navigation bar profiles and determine a default IC WebClient view/view set.
  2. Assign entries to profiles.
    1. Select one or more navigation bar entries you defined in step 1.
    2. Determine shortcut keys.
    3. Determine if entries are available in the navigation bar and where.
    4. Determine which group the entries belong to on the index.
  3. Save.
  4. Assign navigation bar profile to the IC WebClient Profile.






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