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 Supervisor Dashboard.
See also Configuring CDT 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.
Daily Pause Time
To define the daily pause time displayed in the My Statistics view and agent settings view of Supervisor 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 Supervisor 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.
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 Picked Conversations
To accept the conversation the agent has picked, 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 behaviour.
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.)
Added in 2005.
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 behaviour.
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.)
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.