Customizing the agent card in Dispatcher Workspace with UI Builder

Change or add fields and icons to the agent card that display more information that dispatchers can use to resolve tasks faster.

The default Next Experience components used to build the agent card are as follows:

• Highlighted value
• Text link
• Label value
• Container

In Dispatcher Workspace, agent cards show information like agent location and contact information. In UI Builder agent cards are built with a collection of Next Experience components.

Depending on your configuration, you might have the same, more, or fewer components used to build your agent card. To find out more about these components, refer to Next Experience Components.

The following image shows an example of the container component used to build part of the agent card. The fields can be configured in UI Builder.

図 : 1. Container component in UI Builder