Configure custom tabs for a queue (Edify Console)

This article explains how to configure the custom tabs container in queues in Edify Console.

In this article

Overview

In Edify Console, the Custom Tabs container under the Queues workspace is where you can manage the additional resources that are available to the users who staff this queue during an interaction. This means that the website and/or applications added to this container allow iFraming into other applications. These are resources that queue users need for resolving inquiries in this queue.

Once a custom tab is added to this container, it’s displayed in the Tabs panel under the other standard tabs, like Knowledge, Feed, Email, and Customer Journey. Queue users can simply toggle between all of these applications as they engage with the customer.

You may or may not need to configure this container. It depends on the needs of the users in this queue. Here are some use cases for how you can configure the Custom Tabs container.

• FAQ blog - Imagine your team started receiving several calls regarding a new product. Your marketing team released a blog that explains 10 of the most important features about the product. In this scenario, you can add the link to the blog post as a custom tab to give users quick access to this blog on every interaction.

• Contact Us Website - Think for a moment about a team of agents that manages inbound inquiries for several different companies. These agents probably need quick access to the phone numbers and email address for each company’s support teams. To help these agents, configure this container with a custom tab for each company’s Contact Us website. This would give these agents access to these websites without needing to use a web browser to search for this information on each interaction. 

Ultimately, this container gives you access to link to a resource external to Edify that your queue users need for resolving interactions in this particular queue. When creating a tab, select an icon for your tab, label it, and enter the desired URL that Edify displays when a user toggles to the custom tab.

Visual breakdown

• Find Icon (A): The Find Icon button opens the icon search area. Here is where you can search or scroll through the alphabetical list of options to pick the icon that queue users see to differentiate this tab from the other tabs. Once you’ve selected and clicked the icon, the icon appears to the left of this button.

• Label (B): The Label field is where you title the custom tab. This title is not displayed for the queue users. This label is just for you to easily remember the purpose of this custom tab.

• URL (C): The URL field is where you paste in the full URL (including the https://) for the page you want to iFrame into the interaction. The queue users can view this page directly from the interaction once they click the icon for the custom tab.

• Delete (D): Click the delete button to remove the custom tab from the list.

• Add Custom Tab (E): Click the Add Custom Tab button to create a new line item for configuring another custom tab.

• Save (F): Click the Save button to save any changes that were made once you are done modifying the Custom Tabs container. 

Steps

1. Log into Edify Console at console.edify.cx.

2. Navigate to Queues > Queues.

3. Select the queue you want to configure custom tabs for.

4. Navigate to the Custom Tabs container.

5. Click the pencil icon in the top-right corner of the container.

6. Configure your custom tab as necessary.

7. Click the Save button in the bottom-right corner of the container to save your changes or the x button in the top-right corner to cancel.