Configuring Communication Panel settings
You need rights to modify the user setting template.
Use this procedure to define how Communication Panel is used. These settings can be defined only via a user settings template, and they are applied to users where this user setting template is used.
The values of the settings Daily Pause Time and Daily Work Time are also displayed in the agent settings view in Dashboard.
See also Configuring phone settings for setting the Visible A Number.
- On the System Configurator main screen, choose and search for the template that you want to configure.
The search result list appears.
- Choose the template by double-clicking it.
- Choose Communication Panel Settings.
- Configure the settings according to the following table.
Field
Function
Reply Template Shortcut (Windows)
To define the keyboard shortcut for opening the Reply Template search window in Communication Panel run in Windows, select Ctrl or Alt, and add one character.
The default value is Alt+t.
Reply Template Shortcut (Mac)
To define the keyboard shortcut for opening the Reply Template search window in Communication Panel run in Mac, select Alt or Cmd, and add one character.
The default value is Alt+t.
Automate Sending First Chat Response To automate the sending process of the first response to a customer chat, select this option. The defined first response template is sent to the customer automatically, when the offered chat conversation is accepted either automatically or by an agent. Define the used template in . By default, this option is not selected.
Daily Pause Time
To define the daily pause time displayed in the My Statistics view and agent settings view of Dashboard, select the time unit and enter the number of hours or minutes.
The default value is 30 minutes.
Daily Work Time
To define the daily work time displayed in the My Statistics view and agent settings view of Dashboard, select the time unit and enter the number of hours or minutes.
The default value is 8 hours.
Personal Wrap-Up Time
To define how long agents remain in the wrap-up status when they disconnect a direct conversation.
The default value is 0, and the value range is from 0 to 10 minutes. The value 0 means wrap-up will not end automatically. Use values from 1 second to 10 minutes as time values.
Use Timer with Not Ready Status
To show a timer when the user has the Not Ready status, select this option. The Deny User-Level Modifications field is not in use.Note: The timer is shown only in Communication Panel and its value is not available in monitoring or reporting.Use Timer with Absence Profiles
To show a timer when the user has a presence profile of the Absence type, select this option. The Deny User-Level Modifications field is not in use.Note: The timer is shown only in Communication Panel and its value is not available in monitoring or reporting.Number of Offerings Before Activating Not Ready Enter how many consecutive conversation offerings an agent can skip (either on purpose or accidentally) before their status is changed to not ready. For example, if the value is 2, the status is set to not ready if there is no response to the second offering. The agent sees a message in Communication Panel where the defined value is shown: Your status is changed to Not Ready as there was no response to the last 2 conversation offerings. The default value is 1 and the maximum 10.
To use this feature, configure also the following queue settings:
- Timeout for Contacts to be Picked or Rejected in
- Activate Not Ready After No Response in
Delay for Auto-Answering
The Deny User Modifications selection has no effect on this setting, it cannot be modified in Communication Panel.
Define the time after which the conversation is accepted automatically. (Agent has this time to decline the conversation or alternatively accept it manually.)
The default value is 5 seconds.
Use Auto-Answering with Auto-Allocated Conversations
To accept an auto-allocated conversation automatically after the set delay, choose this option. Use Auto-Answering with Direct Conversations
To accept a direct conversation automatically after the set delay, choose this option. Enable Picklist Feature
By default, this option is selected, and the Picklist view is available to agents. To disable the view, deselect the option.
Filter Picklist to Show Only Conversations from Hunt Group Queues
To display conversations only from hunt group queues, choose this option to define the Picklist filter behavior.
If Deny User-Level Modifications is disabled, the agent can still further filter picklist items and pick conversations from other queues as well. In this case the selected option to show only conversations from hunt group queues is ignored. (Unless option is selected.)
Show Conversations from Agent's Active Queues in Picklist
To display conversations only from the queues the agent is logged on to, choose this option to define the Picklist filter behavior.
If Deny User-Level Modifications is disabled, the agent can still further filter picklist items and pick conversations from all queues. In this case the selected option to show only conversations from the queues the agent is logged on to is ignored. (Unless option is selected.)
Enable Multiselect Option in Picklist To allow agents the option to pick, transfer, or mark as handled several conversations simultaneously, enable this option. Default Focus View If the Enable Picklist Feature setting is enabled, the Queue view is selected as the default view for agents. You can change the focus to be Picklist or Conversations. - Save your entries.