Configuring settings for Communication Panel contact center

  • An internal agent guidance queue has been created in Queue Management > Queues.
  • You must have rights to modify the user setting template.

You use this procedure to define the supervisor-related settings for Communication Panel. These settings can be defined only via a user settings template, and they are applied to users where this user setting template is used.

  1. On the System Configurator main screen, choose User and Role Management > User Settings Template and search for the template that you want to configure.
  2. The search result list appears.
  3. Choose the template by double-clicking it.
  4. Choose Communication Panel Contact Center and configure the settings.
    Table 1.
    Field Description
    Enable Supervisor Elements and Actions To have supervisory functions available in Communication Panel for supervisors, select this option. This means that agents can ask for assistance from supervisors who can coach them with their customer conversations.

    Ensure that you have also selected the option Enable Multi-Chat in Contact Settings for the agent and supervisor on either the template or user level.
    Internal Chat Queue Address To enable chats between agents and supervisors via an internal chat queue, enter the chat address that has been created for this purpose in Queue Management > Queues and assign the queue to supervisors.
    Allow Call Monitoring To allow supervisors to listen and record agents' calls, coach agents, barge in or intercept a call, select this option in the template used by the agents. If Deny User-Level Modifications is not selected, agents can deny the supervisor's call monitoring in Communication Panel.
    Enable Silent Monitoring As part of the agent guidance feature, supervisors can optionally view conversations or listen to calls which an agent is handling in Communication Panel without them knowing they are being silently monitored. To enable silent monitoring, select this option. For more information, see the Communication Panel document.
    Note: The legislation related to data protection and privacy varies in different countries. You may need to inform agents about monitoring. Check the local laws and acts related to these issues.
    Enable Cloud Attachments Feature
    Note: This feature is available by service request. Once the feature is activated by Sinch, enable this option.
    This enables the cloud attachment button for uploading and sharing files with the customer using cloud storage.
    Enable Emergency Locations
    Note: This feature is applicable only in the US.
    To activate the emergency location feature for agents, select this option. This adds the Emergency Location section to the settings in Communication Panel. Agents also need the emergency user role.

    When this setting is enabled and the agents have the emergency user role, they:

    • are notified of their emergency location when they log in to Communication Panel
    • can select an emergency location from a list in Communication Panel > User Menu > Settings > Location
    • can create an emergency location of their own in Communication Panel > User Menu > Settings > Location
    Optional Information in Offering Screen

    You can add the following additional information to be shown in the Communication Panel conversation offering screen:

    • Skill: The name of the skill

    • SkillValue: The current skill level required

    By default, skill information is not shown.
    Show Launch Button for Dashboard To show Dashboard in the Communication Panel User Menu, select this option. The link launches the Dashboard application and uses the same session for any successive actions.
    Show PDF Button To allow agents the ability to print or save a conversation as PDF in Communication Panel, select this option. The options Conversation Details and Conversation Content are automatically selected in the PDF options in Communication Panel settings.
    Show Download Button for Call Recording and Voicemail Select this option if you want to allow selected Communication Panel agents the ability to download:
    • call recordings from the Recordings view
    • voicemails in the active view
    Use Recording Activity Log The recoding activity log maintains a bookkeeping of who has listened or download a particular call recording. To require agents to provide a reason for either listening or downloading a copy of a call recording, enable this option.
    Log Level

    Choose a suitable logging level for Communication Panel. This defines how detailed the information will be in the downloaded log.

    The values are as follows:

    • Low: This level only logs software errors. Use it only in exceptional cases, for specific business requirements.

    • Medium: This is the default value recommended by Sinch and the minimum level required when you submit logs to support. It logs general actions in Communication Panel and the minimum details of conversations. This level gives enough information for support to assist you in the majority of cases.

    • High: When advised by Sinch support or your administrator, use this level on the user settings template or for a specific user as a temporary, timed setting in Users > [user] > Communication Panel (CP) Personalization. It logs more detailed information, for example, Real-time Transport Protocol (RTP) traffic, and may include identifiable details related to a person's identity.

    If you want to prevent the user from changing this setting in Communication Panel, select Deny User-Level Modifications. This ensures correct logging is maintained to capture logged actions and events for investigating.
  5. Save your entries.