Preview of Navigation Redesign
Navigation in the Contact Center portal will change for a simpler, more intuitive navigation experience.
Side navigation bar:
- Folders will be open by default so you can see all options when you open an app.
New app selector:
- A new grid icon located on the left side of the title bar will launch all apps from one location. This includes both apps that open inside the Contact Center browser instance and those that launch in a separate window.
- When you hover over an app in the app selector, an "opens in new window" icon will appear if it can be launched in a new window.
- Since all apps will be linked to the app selector in the title bar, the app selector in the side bar navigation will be removed.
- The icon indicating which app you're currently in will also move from the side navigation bar to the title bar, to the right of the new app selector.
View image of the new Contact Center title bar and side navigation
View image of the new Contact Center app selector
This image shows the navigation pane that will open when you click the new app selector grid icon in the title bar. Not all possible apps appear in the screenshot.
Navigation Changes
This table shows the difference between how you currently navigate to an app in Contact Center and how you'll navigate to the same app in the new navigation design.
Guide to Terms in the Table
In the Current Navigation column:
- Side navigation bar app selector—Located at the top of the side navigation bar.
- App launcher—Grid button located on the right side of the title bar.
In the New Navigation column:
- Title bar app selector—Grid button that will be located on the left side of the title bar.
| App | Current Navigation |
New Navigation |
| ACD | Side navigation bar > app selector > ACD | Title bar > app selector > Omnichannel Routing > ACD |
| Adapters | App launcher > Launch Adapter | Title bar > app selector > Others > Adapters |
| Admin | Side navigation bar > app selector > Admin | Title bar > app selector General > Admin |
| Coaching | Side navigation bar > app selector > Coaching | Title bar > app selector > Workforce Engagement > Coaching |
| Dashboard | Side navigation bar > app selector > Dashboards | Title bar > app selector > Data & Analytics > Dashboards |
| Digital First Omnichannel | App launcher > Launch Digital | Title bar > app selector > Other > Digital |
| Engagement Manager | Side navigation bar > app selector > EM | Title bar > app selector > Workforce Engagement > EM |
| Feedback Management | App launcher > Launch Feedback Management | Title bar > app selector > Data & Analytics > Feedback Management |
| Interaction Analytics | Side navigation bar > app selector > Analytics | Title bar > app selector > Data & Analytics > Interaction Analytics |
| Interactions | Side navigation bar > app selector > Interactions | Title bar > app selector > Workforce Engagement > Interactions |
| MAX | App launcher > Launch MAX | Title bar > app selector > Omnichannel Routing > MAX |
| My Zone | Side navigation bar > app selector > My Zone | Title bar > app selector > Workforce Engagement > My Zone |
| PartnerHub | App launcher > Launch PartnerHub | Title bar > app selector > Others > PartnerHub |
| Performance Management | App launcher > Launch Performance | Title bar > app selector > Others > Performance |
| QM Analytics | Side navigation bar > app selector > QM Analytics | Title bar > app selector > Others > QM Analytics |
| Reporting | Side navigation bar > app selector > Reporting | Title bar > app selector > Data & Analytics > Reporting |
| Self-Service Analytics | Side navigation bar > app selector > SSA | Title bar > app selector > Data & Analytics > Self-Service Analytics |
| Studio authentication | App launcher > Studio Authentication | Title bar > app selector > Omnichannel Routing > Studio Authentication |
| Supervisor | App launcher > Launch Supervisor | Title bar > app selector > Omnichannel Routing > Supervisor |
| WFI | Side navigation bar > app selector > WFI | Title bar > app selector > Automation > WFI |