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About User Settings

Most settings are configured by administrators for the entire partition or department. A few settings can be configured by individual users of the Advisor Desktop. If you have been assigned the required permissions, you can view and change the following settings for your inbox. For more information about changing these settings, see Configuring User Settings.

Changes made to options take effect on the next login. If you want the changed options to take effect immediately, you must sign out of the system and sign in again.

Activity

  1. Alert Agent When Activity Is Assigned: Use this setting to decide if an alert should be displayed to agents when new activities are assigned to them. The following alerts are displayed: If the agent’s focus is in the Main Inbox of the Advisor Desktop, the Refresh button blinks; If the Advisor Desktop is minimized, or not in focus, an alert is displayed in the bottom right hand side of the screen. This setting does not apply to chat activities. The options available are:

    • Never: No alert is displayed to agents.

    • Always: An alert is displayed every time an activity is assigned to the agent. (default)

    • When the agent has no open activity: The alert is displayed only when the agent has no activities in the inbox.

  2. Chat - Inbox Sort Column: Use this setting to define the field (column name) by which the list in the Chat Inbox should be sorted. The options available are: Key (default value) which refers to the shortcut key, Activity ID, Case ID, When Created, Customer name, Subject, Activity sub status, and Queue name. This setting does not affect the sorting in My Searches or My Monitor folders.

    If you specify a column name that is not part of your inbox list, or if there is a tie between two activities with the same value for the sorting column, the inbox is then sorted by the shortcut key.

  3. Chat - Inbox Sort Order: Use this setting to define the sort order of the list in the Chat Inbox. The options available are: Ascending and Descending (default value). This setting does not affect the sorting in My Searches and My Monitor folders.

  4. Chat - User Max Load: Use this setting to define the maximum number of chat activities you can handle simultaneously. When you reach this number, new chats are not  assigned to you until you complete a chat that is in progress. This setting does not apply to video chats as you cannot handle more than one video chat at a time. The application ensures that no other chats are assigned to you when you are video chatting with a customer. Conferences are considered chats, and count towards to an agent's max load. The default value is 4.

  5. Inbox Sort Column: Use this setting to define the field (column name) by which the list in the Activities and Cases folders should be sorted by default. The options available are: Activity ID (default value), Activity Priority, Case ID, Contact point, Department name, Subject, When created, Activity type, and Activity sub status. This setting does not affect the sorting in the My Searches folder.

  6. Inbox Sort Order: Use this setting to define the sort order of the list in the Activities and Cases folders in your inbox. The options available are: Ascending and Descending (default value). This setting does not affect the sorting in the My Searches folder.

  7. Mail User Max Load: Use this setting to specify the maximum number of email activities that are assigned to you. The workflow checks the value of this setting, and the number of open activities in your inbox to identify whether a new activity should be assigned to you. This setting is also checked when other users transfer activities to you. It is not checked when you pull activities from queues or other users. All open mails in your inbox qualify for this setting. It can take any value. The default value is: 1. A value of 1 denotes that there is no limit to the number of emails that can be assigned to you.

  8. Max Load For All Other Activities: The system can check the current load of the user before assigning more activities of a type other than Email. Through this setting you can set the maximum number of activities (of type other than Email) that are assigned to you. This setting is used by workflow before a new activity is assigned. This setting is not checked when you pull activities or other users transfer activities to you. It can take any value. The default value is: 1. A value of 1 denotes that infinite number of activities can be assigned.

  9. Number Of Activities Per Page: The number of activities that can be displayed in the inbox at a time is based on a pagination model. Each page displays a certain number of records. With this setting, you can decide the number of activities to be displayed on one page. The default number of activities displayed on a page is 20. Note that two other settings, the Inbox sort column and Inbox sort order also influence the activities that are displayed on a page.

  10. Social User Max Load: Determines the maximum number of social activities that an agent can have open in the inbox. When you reach the maximum number, workflows do not assign new social activities to you, but you can pull activities from other users and queues. Other agents can also continue to transfer activities to you.  

Activity Pushback

  1. Activity Type For Autopushback: You can define which activities should be pushed back from your inbox when you log out. The options available are:

    • None: No activities are pushed back to queues.

    • New activities only: Only activities with the sub-status New are pushed back to queues (default value).

    • Both new and incomplete activities: All activities in the inbox are pushed back to queues.

  2. Autopushback Time (Minutes After Logout): You can define a time period after which activities should be pushed back from your inbox to queues. This time period begins when you log out of the system. Activities remain in your inbox for this period of time after you log out of the system. The value for this setting is in minutes. The default value is 30.

Common

  1. Always Show Prompt Window For My Searches: Use this setting to define whether you want the search window to come up and allow you to edit values for a saved search. This setting is meant for users who do not configure their saved searches with the ~~prompt option for values. The options are:

    • Yes: The saved search is not run automatically. The system displays the search criteria that is defined in the My Search, and allows agents to change the values before running the search

    • No: Runs the search and displays the search results without providing users with the opportunity to change the predefined values.

  2. Date Format: Use this setting to set how the date is presented within the console.

  3. Date and Time Format: Use this setting to set how the date and time are presented within the console.

  4. Enable Keyboard Shortcuts For Advisor Desktop: Use this setting to enable keyboard shortcuts for the console.

  5. Send Agent An Email When Activities Are Assigned: Use this setting to define when email notifications of new activities should be sent to you. The options available are:

    • Never: No email notification about new activities are sent (default value).

    • When Logged In: Email notifications are sent to your email address when you are logged into the application.

    • When Not Logged In: Email notifications are sent to your email address when you are not logged into the application.

    • Always: Email notifications are sent every time a new activity is assigned, irrespective of whether you are logged in to the application or not.

General

  1. Agent Inbox Preference: Use this setting to define whether you want to view the Chat Inbox or the Main Inbox when you log in to the Advisor Desktop. The options available are Chat (default value) and Main.

  2. Chat - Enable Sound Alert: Use this setting to define if you want the system to play a sound when a chat is assigned, and every time a chat message is received. To minimize distraction, the alert sounds only when the focus is not in the Chat tab of the Inbox.

  3. Email - Enable Sound Alert: Use this setting to define if you want the system to play a sound when an email is assigned to you. To minimize distraction, the alert sounds only when the focus is not in the Main tab of the Inbox.

  4. Chat - New Chat Alert: Use this setting to choose sound of the alert when a new chat activity is assigned. You can select from the given audio list configured by the administrator. Click the Play button to listen to the selected sound.

  5. Chat - New Chat Message Alert: Use this setting to choose sound of the alert when a new message from an ongoing chat is received. You can select from the given audio list configured by the administrator. Click the Play button to listen to the selected sound.

  6. Chat - New Pull Chat Alert: Use this setting to choose sound of the alert when a new chat activity is pulled. You can select from the given audio list configured by the administrator. Click the Play button to listen to the selected sound.

  7. Email - New Email Alert: Use this setting to choose sound of the alert when a new email activity is assigned. You can select from the given audio list configured by the administrator. Click the Play button to listen to the selected sound.

Monitoring

  1. Refresh Interval (seconds): The monitor windows have to be refreshed periodically to update them with real time data from the monitor tables. Use this setting to define how often the monitoring windows should be refreshed automatically. This setting takes values in seconds. The default value is 30.

Spell Checker

  1. Auto Blockcheck: With this setting, you can choose to let the spelling checker automatically check for blocked words. Blocked words are configured in the Administrator Console in the Dictionaries node. They can also be defined in the Personal Dictionary options of a user. If this setting is enabled, emails that contain blocked words are not sent until the blocked words have been deleted or modified. Since the Auto blockcheck works through the Auto spell check setting, enabling the Auto block check means that the spelling checker is automatically invoked before an email is sent out.

  2. Auto Spellcheck: Enable this setting to automatically invoke the spelling checker before an email is sent out of the application.

  3. Chat - Auto Blockcheck: With this setting you can choose to let the spelling checker automatically check for blocked words. Blocked words are configured in the Administrator Console in the Dictionaries node. If this setting is enabled, chat messages that contain blocked words are not sent until the blocked words have been deleted or modified. Since the Auto blockcheck works through the Auto spell check setting, enabling the Auto block check means that the spelling checker is automatically invoked before a chat message is sent.

  4. Chat - Auto Spellcheck: Enable this setting to automatically invoke the spelling checker before a chat message is sent to the customer. This setting is not used for emails, tasks, etc.

  5. Ignore Web Addresses And File Names: This setting helps you to enable the spelling checker to ignore internet addresses and file names. The options available are:

    • Yes: The words are ignored.

    • No: The words are not ignored and are displayed in the spelling checker for correction (default value).

  6. Ignore Words That Contain Numbers: This setting allows you to let the spelling checker ignore words with numbers. The options available are:

    • Yes: The words are ignored.

    • No: The words are not ignored and are displayed in the spelling checker with options for correction (default value).

  7. Ignore Words With A Mixture Of Upper And Lower Case Letters: With this setting, you can choose to let the spelling checker ignore words with unusual mixture of upper and lower case letters. For instance, myFirstWord. The options available are:

    • Yes: The words are ignored.

    • No: The words are not ignored and are displayed in the spelling checker with options for correction (default value).

  8. Ignore Words With Only Numbers And Special Characters: This setting allows you to let the spelling checker ignore words that have mixed digits. For instance, name123@yahoo.com. The options available are:

    • Yes: The words are ignored.

    • No: The words are not ignored and are displayed in the spelling checker with options for correction (default value).

  9. Ignore Words With Only Upper Case Letters: With this setting, you can choose to let the spelling checker ignore words in all uppercase letters. The options available are:

    • Yes: The words are ignored.

    • No: The words are not ignored and are displayed in the spelling checker with options for correction (default value).

  10. Include Original Message Text During Spell Check: Use this setting to decide if the content of the original email message should be checked when the spelling checker is run.

  11. Preferred Dictionary Of The User: Use this setting to choose the dictionary used by the spelling checker. The options available are:  English (US) Dictionary, English (UK) Dictionary, German Dictionary, Spanish Dictionary, French Dictionary, Portuguese Dictionary, Brazilian Portuguese Dictionary, Dutch Dictionary, Italian Dictionary, Norwegian (Bokmaal) Dictionary, Finnish Dictionary, Swedish Dictionary, Danish Dictionary.

    The application does not have dictionaries for the following languages: Chinese (Simplified), Chinese (Traditional), Czech, Greek,  Japanese, Korean, Norwegian (Nynorsk), Portuguese (Brazilian), and Turkish.

  12. Split Contracted Words: The spelling checker considers correct contracted words as misspelled while using the French and Italian dictionaries. Use this setting to ensure that contracted words in these languages are not misidentified by the spelling checker. This setting affects only French and Italian.

User

  1. Include Message Header In Reply: An email contains header information that details the sender’s email address, subject of the email, time at which the email was sent, machine name, protocol type, client name etc. Use this setting to define the type of header information that should be included in the reply. The options available are:

    • None: No header information is displayed in the Reply pane and hence included in the reply.

    • Basic: Only basic header information is displayed in the Reply pane and hence included in the reply. (default value).

    • Complete: The complete header information is displayed in the Reply pane.

  2. Show BCC Field: With this setting, you can select to view the BCC field in the Reply pane. The options available are Yes and No (default value.

  3. Show CC Field: With this setting, you can select to view the CC field in the Reply pane. The options available are Yes and No (default value).

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