All of the Agent’s personal settings are on the Settings tab of the ribbon, most of them as drop-down fields. Your profile determines which groups and switches you see and may change.
User interface
- Two galleries for skin and color palette determine the Agent’s appearance. Your choice applies immediately and is part of your saved layout. Both galleries only appear if your profile allows UI changes.
- Language sets the language of the user interface: Deutsch, English or français. The Agent asks Application needs a restart; with OK it restarts in the new language.
- Reset layout arranges the modules as they were at the start again — see Customizing and resetting the layout.
Basic settings
Here you see which skills and languages you are responsible for. With the Skill/Language changes permission, you adjust this yourself — for example to give up a skill temporarily.
- Skill groups lists the groups that are assigned to you and currently active, plus All. If you choose a group, only its skills apply; All restores your usual ones. After login, All always applies.
- Skills shows a table: one row per skill, one column per type of conversation, such as Inbound call, Email or Chat. Each cell contains your qualification level, or “-” if you are not responsible for it.
- Languages shows your qualification for each language in the same way.
If you lower a qualification, this may require permission; if it is refused, the previous value remains.
Advanced settings
Hotkeys
Keyboard shortcuts for operating the Agent, even from other programs. Keyboard shortcuts describes how to set them up and what they do.
Special settings
| Setting | Effect |
|---|---|
| Show notification popup | Shows the notification window for every new conversation. Can only be changed with the Changes to notifications permission; otherwise the profile’s default applies. |
| Force feed conversations | Puts incoming calls and voicemails through without accepting. Can only be changed with the Force feed changes permission. |
| Accept manual calls automatically | Accepts conversations you started or picked yourself, and listening to recordings, without notification. |
| Show agent on signaled conversation | Brings the main window to the front when a conversation rings or you use a keyboard shortcut. |
| Suppress caller number | Suppresses your phone number on calls you start yourself. Can only be changed with the Changes to suppress caller number permission. |
| Answer requests | Only for supervisors: requests from agents about wrap-up, activity and logoff come to you. |
| Highlight and dial immediately | The Highlight and dial keyboard shortcut dials the highlighted number immediately instead of only copying it into the dial pad. |
| Run last ticket search after conversation ends | Repeats your last search in the Tickets module as soon as a conversation ends. |
| Alternative Registration Point 1 and 2 | The addresses of the Dispatchers, see The connection to the server. They apply from the next connection. |
Signaling
This is where you set the ringtones, one row each: Email sound, Fax sound, Chat sound and Call sound. Next to the name of the current file, clicking the icon opens the selection of an Audio file; WAV files are possible. The tones only apply on this computer.
Logon management
New password and Reset login data are described in Logging in and logging off.
Devices
Three drop-down menus list the Windows audio devices:
- Microphone — the microphone for calls,
- Speaker — playback for calls, such as a headset,
- Ringing device — playback for ringtones, for example the computer’s speakers, so that you hear the ringing even without a headset.
The selected device is marked in green. Clicking another device selects it; clicking the selected one clears the selection — except during a call. A newly plugged-in headset appears as soon as you close the menu and open it again. The devices only apply on this computer.
The Volume slider sets how loud you hear the call. In the middle, at 100 percent, the sound stays unchanged; to the right it gets up to twice as loud, to the left quieter down to silence. If the value differs from 100 percent, the caption shows it, for example Volume: 150%. The volume takes effect immediately, even during a call, and only applies on this computer. The ringtones are not affected.
Where the settings are saved
| On the server — follows you to every workstation | On the computer — applies only here |
|---|---|
| Arrangement of the modules, windows, zoom, skin and color palette | Login data |
| Special settings | Registration points |
| Keyboard shortcuts | Audio devices, volume and ringtones |
| Skills and languages | Language of the user interface |
| Position of the notification window |