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When you click a tab, a list of the agents, groups, or queues appears, along with a search box. Use the search box on the agents, groups and queue tabs, to filter the items that appear in the list. On the Agents tab, you can also restrict the agents that appear in the list to agents who are:

Assigned to a group.
Not assigned to a group.
Assigned to multiple groups.
Assigned to a specific group.

Info

An exclamation mark appears alongside inactive agents:

For more information about inactive and active agents, see Inactivating an agent.

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To add an agent, group, queue or agreement to the desktop, double-click the item name in the appropriate list. To remove an item from the desktop, drag the item back to the sidebar.

Items that are on the desktop appear in the list in blue text with a white background.

To see information about an agent, click the agent name in the list shows. The agent name, state, and assigned group appears at the bottom of the sidebar.

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Versions Compared

Old Version 6

New Version 7

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