Engage Digital | Configuring account settings

  • General: Configure general settings such as the agent interface language and time zone.
  • Interface: Configure settings that affect the agent interface.
  • Messages: Configure how agents can manage messages.
  • Channel and communities: Configure settings related to channels and communities such as controlling the display of BBCode tags and controlling chat responses.
  • Analytics: Use this option to configure settings such as activity time tracking, business hours and agent presence that are used to generate analytics data.

Configuring general settings

  • Language: Sets the default language of the interface. If a different language is defined in the agent’s profile, the language in the agent’s profile will be used.
  • Time zone: Adjusts the message time depending on geographic location. If a different timezone is defined in the agent’s profile, the timezone in the agent’s profile will be used.
  • Beginning of week: Chooses the first day of the week displayed on the calendar (as Sunday or Monday).
  • Enable identity merge: Enables combining several identities into one. For instance, you can associate the Twitter and Facebook accounts of a single person. If this option is active, the matching identities will appear on the client sheet.
  • Enable routing mode: Enables access to Routing mode along with the different sections of the Admin interface related to it.

Configuring interface settings

  • Enable right-to-left support: Enables support of right-to-left languages, such as languages from the Middle East.
  • Enable two-letters avatars: Enables agents to use a two-letter avatar that is visible when interacting with a customer.

Configuring message settings

  • Activate multi language support for messages: Enables automatic recognition of message language based on Google language detection.
  • Messages languages: If the Activate multi language support for messages box is checked, specifies the languages for language detection.
  • Allow authors to ask approval of their messages: Enables authors to request approval of messages.
  • Enable reply as any identity: Chooses which channel to send the message from if several channels of the same type have been added. You can select the channel from the dropdown menu in the editor window.
  • Custom defer times: Defines what defer times can be selected when an agent clicks on the Defer button.
  • Threshold before deferred daily alignment: Modifies the behavior of deferring a case. When an agent defers a case for a greater delay than the value of this field, the case will not return to the agent’s personal inbox on the targeted day at the fixed time, but on the targeted day at the first business hour.

    For instance, if the delay has been defined to 12h and the agent defers for 1 day on a Monday at 2:30pm, the case will be back into the inbox on Tuesday at 9:00am (the opening time of the service, defined in the business hours), rather than at 2:30pm.
  • Close cases after: Automatically closes all the inactive cases (no messages have been sent or received) by the time the defined delay expires.

    Note that the value must be greater than or equal to 3 days. Deferred cases will not be closed. No survey will be sent for automatically closed cases.

Configuring channel and community settings

  • Display only unknown BBCode tags: Automatically hides known BBCode tags so that only unknown tags appear.
  • Chat max response time (seconds): Sets the time after which a vibrating alert appears on the interaction. This will let the agent know that they did not respond for [x] seconds on their chat.

Configuring analytics settings

  • Absence detection threshold (minutes): Sets the time after which an agent is considered absent, and enable adjusting an agent's presence time. Note that in Analytics, activity time and presence time are distinguished:
    • Activity time (hours): This metric indicates the time during which the agent is effectively active while they are connected to the platform. This metric is calculated by the second and based on the window's display, mouse movements, and keyboard hits.
    • Presence time (hours): This metric indicates the time during which the agent is logged into the platform. The default time after which an agent is considered absent is 45 minutes. This period can be adjusted.
  • FTE data period (hours): Sets the duration of a work day. This enables making analytic forecasts on the agents' weekly activity.
  • Service Level thresholds: Enables setting the time intervals for the Service Level in the Analytics section.
  • OCR failure time: Sets the time frame after which an old conversation will not be considered a ‘one contact resolution’ for analytics purposes, if a new conversation is created for the same identity.
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