Overview of Live Window and Companion Tab

Live Window is a user interface in a dedicated window that assists agents in handling interactions with customers using telephony and real-time web channels including Chat, and Live Video.

When enabled, you can open Live Window through a dedicated icon in the Omnichannel Headset availability group icon. The media toolbar is an alternative to Live Window. For more information about the media toolbar, see the "Configuring the Media Toolbar: Procedure".

Live Window opens in a separate browser window, which enables agents the flexibility of sizing and placement of the window, based on their environment and needs. Third-party telephony partners have the ability to embed their control toolbars into the Live Window: this enables agents to use all of the control functionality from the telephony partners, such as accept, reject, and transfer phone communications.

The Companion Tab is a screen that appears on the Live Window. The tab provides additional screen real estate, enabling you to embed value-added functionality as part of your phone controls. You can use the tab for features such as administrator dashboards or phone reports which provide additional value and flexibility in the engagement center.

Using the ease and flexibility of both the Live Window and Companion Tab, Omnichannel users can use this as a single location for their channel controls, resizing the Live Window if using a single monitor to fit neatly next to their CRM window. This enables easy movement between customer interactions with access to their CRM transactional information. For users that have two monitors, the Live Window can be moved to the second monitor providing additional real estate for the CRM window.