In CIC 2015 R3, ININ officially released the Interaction Desktop, the replacement for the Interaction Client .Net Edition. But don’t be frightened by the name (or icon) change. It’s basically just the Interaction Client rolled into a parent application similar to IC Business Manager. In fact, the supervisor views in IC Business Manager will eventually be moved into the Interaction Desktop so that most users will only need to run a single application.

Here are a few of the most obvious changes in the Interaction Desktop:

  • New Icon – With a new application comes a new icon and a slightly different look and feel.

Here’s the old one:

interaction_desktop-3

… and the new one:

interaction_desktop-2

 

Note: The Interaction Client .Net Edition application still exists but will be removed in a future release.

  • Status Bar – The status bar has been moved from the middle to the top. Its components can be moved around and favorite status messages will have dedicated one-click buttons. Also, only favorite status messages will be included in the context menu for the notification area icon.

 

interaction_desktop-1

  • Layout Customization – In the Interaction Client .Net Edition, some of the views (such as the My Interactions view) could not be moved. Now, all views can be moved and docked just about anywhere within the application. And, just like IC Business Manager, multiple workspaces can be created with different view layouts in each. This means that an agent can now have separate customized workspaces for handling calls, e-mails, chats, and more.

Templates

CIC 2015 includes a feature that you may not have noticed. Previous versions of CIC included a few basic template settings, but now the entire layout of the client can be applied using a client template.

IMPORTANT: There are currently two different template sections in Interaction Administrator. The People\Client Configuration\Templates container includes the legacy templates for older versions of the Interaction Client. These are NOT supported by the Interaction Desktop. The People\Client Templates container is used to manage the new templates.

To create a new template:

  • Assign the Manage Client Templates security right to the CIC user(s) who will create new client templates
  • In the Interaction Desktop, select File, Templates, Enter Template Mode and click OK
  • With the Interaction Desktop in Template Mode, configure the workspaces, views, and desired view layout as well as any required settings
  • When complete, select File, Templates, Save Current Template, enter a Template name, and click Save
  • Then click, Exit Template Mode

To assign a template to a user:

  • In Interaction Administrator, browse to the People\Client Templates container
  • Select the desired Users, Roles, or Workgroups, then select the desired template, and click Apply Template
  • The affected user(s) will be prompted to load the new template immediately (if desired) or automatically the next time the Interaction Desktop is restarted

I hope you found this post to be both helpful and insightful! If you have any questions about Interaction Desktop or CIC, please drop us a line.