A system administrator is updating the Agent Desktop layout to include a custom widget designed...

A widget that executes background logic without presenting a visible user-interface panel belongs in the Headless area of the Agent Desktop layout. Cisco's custom desktop layout framework separates visible layout regions, such as panels or persistent areas, from headless widgets that run logic in the background. The requirement says the custom widget should trigger a CRM screen pop when an SMS arrives. That is event-driven background behavior; the agent does not need to see a standalone widget tab or panel for the code to work. A Panel object would be appropriate for visible content placed in the desktop interface. Navigation is used for navigation entries or visible application areas. Persistent is for UI that remains visible across desktop contexts. Headless is deliberately designed for invisible logic, event listeners, and background integrations that react to contact events, making it the correct object for this SMS-triggered CRM screen-pop logic. Reference: Cisco Help, Create custom desktop layout; Webex Contact Center Desktop developer documentation.