Add the Channel Usernames Field to a Contact Workspace

The standard contact workspace does not contain a field for channel usernames. If you want your agents to add information about channel user names, you must add the Channel Usernames field to a custom contact workspace.

1. Click Configuration on the navigation pane.
2. Expand Application Appearance, and then double-click Workspaces.
   The Workspaces explorer opens.
3. Right-click the custom contact workspace you want to add the field to and select Open.
   You cannot edit the standard contact workspace, but you can copy it and edit the copy.
4. Click the Insert Field tab on the ribbon.
5. Click the Channel Usernames field, move the cursor to where you want to position the field on the workspace, and click to place the field.
6. To change the field label, adjust the size, make it a read-only field, or make it a required field, click the field on the workspace and select options on the ribbon’s Design tab.
7. Click Save.
8. Assign this workspace to a profile used by your agents. See Profiles if you need help with this process.