Personalize the Agent Console

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Note: This article references the Next Generation Agent console and not the Classic Agent console. For more information, see Next Generation Agent and Classic Agent.


There are user preferences each agent can set that are user-specific. For example, if one agent changes the language in the Next Generation Agent console to French and rearranges columns, these changes are not reflected across the account for other agents.

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Change the Language

There are eight languages available by default in the Next Generation Agent console. To change your language, click on your user icon in the upper right corner. Click "Languages" and select your language. Now, all the fields in the Next Generation Agent console are in your language of choice.


Select Columns to Show

Each agent can select which columns to show and hide. In the Next Generation Agent console, click on the ellipsis to the right of the column titles. Check the boxes for which columns to show.


Rearrange columns

You can rearrange columns in the Next Generation Agent console by dragging and dropping them. This allows agents to put the most important columns in the places that are easiest to see. Just click on the title of the column and drag it to the desired location.


Sort Columns

Agents can sort cases in the Next Generation Agent console by clicking on the title of a column and clicking the up arrow or down arrow. For example, click the "Priority" column and click either the down arrow or up arrow to sort the cases by highest priority or lowest priority. Eligible columns to sort by are Status, Updated, Created, and Received.


Screen Display Density

The Next Generation Agent console has three display densities that show increasing amounts of case information in the list: Compact, Cozy, and Comfortable. In the Next Generation Agent console, click the Case Action column and select one of the three options under Display Density.



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