Agent screens are built from configurable cards — arranged in a flexible grid:

• Titles, colors, and layout are all set through configuration, with no coding.
• Panels can be mixed and matched into a single, purpose-built view.

Teams can design and reshape agent screens in minutes, keeping the desktop aligned to changing workflows.

• Flexibility: Combine account info, customer needs, and history in one view.
• Agility: Layout changes go live the moment they’re saved — no development cycle.

A full set of ready-to-use input fields — text box inputs, phone, number, currency, date, dropdowns, checkboxes, and toggles — each able to be pre-filled, locked, or copy-ready.

Agents capture and confirm customer information with fewer clicks and fewer errors on every interaction.

• Efficiency: One-click copy for account numbers, IDs, and phone numbers.
• Accuracy: System-filled fields lock automatically to protect data integrity.

Tables that surface account and interaction history on screen, with expandable rows for full detail.

Agents can see information like customer’s service and contact history at call arrival getting agents access without leaving the desktop.

• Speed: History and records are presented at call arrival, ready to review without manual lookup.
• Clarity: Expand a row for full detail while keeping the table compact.

External web applications — CRMs, knowledge bases, portals — open directly inside the desktop, or in a new tab when needed.

A true single pane of glass keeps agents in one place and eliminates time lost switching windows.

• Focus: Integrates to other systems, applications, and databases without leaving the desktop.
• Agility: Facilitates embedding thin client/web applications within a managed iFrame through configuration — no development required.

Supports configurable display elements— logos and icons, color-coded status badges, and pop-up panels for policy or guidance text.

The right information and visual cues surface exactly where agents need them, supporting clear, compliant interactions and drawing attention to the most important information within a workflow.

• Guidance: Status badges update automatically as the interaction changes.
• Compliance: Policy text appears on demand without disrupting the agent’s work.

Desktop fields connect directly to Enterprise data and Customer Engagement data (ICX) — pulling customer details captured in the IVR, CRM records, and back-office systems — all information is filled automatically and ready at call arrival.

Agents start every interaction with a complete customer picture and no manual lookups.

• Completeness: Customer data like account information, customer verification, account balances, and claim or process details populate automatically.
• Governance: Sensitive fields can be locked and shielded to enforce data-handling policy.

Buttons that complete real work, each with optional confirmation prompts and success or failure messages such as:

• Save a disposition or interaction outcome.
• Look up an account from a connected system.
• Open an external application in a new tab.

Agents resolve more on first contact, while operations standardizes how outcomes are captured.

• Coverage: Save, look up, and launch actions span the complete agent workflow.
• Safety: Optional confirmation prompts prevent accidental submissions.

The desktop can listen for live results from connected systems — such as call risk scores or authentication status — and display them automatically as they arrive.

Agents and operations get real-time fraud and authentication signals on screen, with nothing to build or maintain.

• Timeliness: Live results appear automatically as they’re ready.
• Reliability: Built-in retries handle brief network interruptions.

A configuration-based rules engine that adapts the screen in real time — changing field colors, visibility, or values based on what’s happening in the interaction — without any coding.

Administrators create smart, context-aware screens that respond automatically, with no developers or release cycles.

• Adaptability: Screens react to live customer context as it changes.
• Consistency: Standard color cues (info, warning, error, success) give every agent the same visual language.

ADF 1.0 is delivered as part of the Swampfox ICX platform. Confirm the details below with Product Management before publication.

• Supported ICX release(s): [4.2 and later]
• Supported browsers: [Chrome, Edge]
• Softphone and CRM compatibility: [Avaya Workplace, Avaya Agent for Desktop, Avaya 1XA, other softphones and CRM integrations available]