General Department Settings

Activity Assignment Settings

Allow Agent to Associate a New Outbound Activity With a Queue

Use this setting to allow agents to associate an activity with a queue while composing an outbound email activity. You would want to set the value of this setting to Yes when you have configured the Solve feature for the queues and you want the agents to be able to use this feature for composed activities as well. While composing emails, agents are prompted to associate the email with a queue. The list of queues are displayed to agents for which they have pull permissions. This setting does not affect integrated agents and instead, automatically routes new activities to the outbound queue.

  • Access level: Department setting

  • Default value: Yes

  • Value options: Yes, No

Number of Activities Per Page

This setting determines the number of activities that are displayed on a page in the Main Inbox of the Advisor Desktop.

  • Access level: Department settings, User settings

  • Default value: 10

  • Minimum value: 1

  • Maximum value: 75

  • Editable at lower level: Yes

Max Load for All Other Activities

This setting determines the maximum activities, other than emails and chats, that can be assigned to agents by workflows. When a user reaches the maximum number, workflows cannot assign new activities to the agent but, the agent can pull activities and other agents can transfer activities to the agent.

  • Access level: Department settings, User settings 

  • Default value: -1

  • Minimum value: -1

  • Maximum value: 100000

  • Editable at lower level: Yes

Common Settings

Allow Profile Photo for Agents

Use this setting to enable or disable the ability for agents to upload and update their profile picture in the Advisor Desktop.

  • Access level: Department setting 

  • Default value: Yes

  • Value options: Yes, No

  • Editable at lower level: No

Always Show Prompt Window for My Searches

 Use this setting to define whether you want the search window to come up and allow agents 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.

  • Access level: Department settings, User settings 

  • Default value: No

  • Value options:

    •  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.

  • Editable at lower level: Yes

Date and Time Format

The format in which the date and time are displayed in the application user interface.

  • Access level: Department settings, User settings 

  • Default value: 08/30/2023 10:15 AM (shows current date and time)

  • Value options:

    • 08/30/2023 10:15 AM

    • Aug/30/2023 10:15 AM

    • August 30 2023 10:15 AM

    • 2023-08-30 10:15 AM

    • 30/08/2023 10:15 AM

    • 30-08-2023 10:15 AM

    • 30 Aug 2023 10:15 AM

    • Aug 30, 2023 10:15 AM

    • 30.08.2023 10:15 AM

    • 08/30/2023 10:15 AM

    • Aug/30/2023 10:15

    • August 30 2023 10:15

    • 2023-08-30 10:15

    • 30/08/2023 10:15

    • 30-08-2023 10:15

    • 30 Aug 2023 10:15

    • Aug 30, 2023 10:15

    • 30.08.2023 10:15

  • Editable at lower level: Yes

Date Format

The format in which dates are displayed in the application user interface.

  • Access level: Department settings, User settings 

  • Default value: 08/30/2023 (shows current date)

  • Value options:

    • 08/30/2023

    • Aug/30/2023

    • August 30 2023

    • 2023-08-30

    • 30/08/2023

    • 30-08-2023

    • 30 Aug 2023

    • Aug 30, 2023

    • 30.08.2023

  • Editable at lower level: Yes

Enable Internal Chat

Agents can collaborate with other agents using the built-in internal chat feature in the Advisor Desktop. Agents can chat with individual members of their department or in group chats. This feature can be enabled or disabled.

  • Access level: Department settings 

  • Default value: Yes

  • Value options: Yes, No

Enable Scratchpad

Scratchpad is an area of the Advisor Desktop where agents can write notes and save them for future reference. This area appears in a tab on the right side of the desktop. This feature can be enabled and disabled.

  • Access level: Department settings 

  • Default value: Yes

  • Value options: Yes, No

Business Calendar Timezone

Use this setting to select the time zone to be used for business calendars.

  • Access level: Department settings 

  • Default value: (GMT-05:00)Eastern Standard Time (US and Canada)

  • Value options:

    • (GMT-12:00) Eniwetok, Kwajalein

    • (GMT-11:00) Midway Island, Samoa

    • (GMT-10:00) Hawaii

    • (GMT-09:00) Alaska-Standard

    • (GMT-08:00) Alaska-Daylight

    • (GMT-08:00) Pacific Standard Time (US & Canada)

    • (GMT-07:00) Pacific Daylight Time (US & Canada)

    • (GMT-07:00) Arizona

    • (GMT-07:00) Mountain Standard Time (US & Canada)

    • (GMT-06:00) Mountain Daylight Time (US & Canada)

    • (GMT-06:00) Central America

    • (GMT-06:00) Central Standard Time (US & Canada)

    • (GMT-05:00) Central Daylight Time (US & Canada)

    • (GMT-06:00) Mexico City-Standard

    • (GMT-05:00) Mexico City-Daylight

    • (GMT-06:00) Saskatchewan

    • (GMT-05:00) Bogota, Lima, Quito

    • (GMT-05:00) Eastern Standard Time (US & Canada)

    • (GMT-04:00) Eastern Daylight Time (US & Canada)

    • (GMT-05:00) Indiana (East)

    • (GMT-04:00) Atlantic Standard Time (Canada)

    • (GMT-03:00) Atlantic Daylight Time (Canada)

    • (GMT-04:00) Caracas, La Paz

    • (GMT-04:00) Santiago-Standard

    • (GMT-03:00) Santiago-Daylight

    • (GMT-03:30) Newfoundland-Standard

    • (GMT-02:30) Newfoundland-Daylight

    • (GMT-03:00) Brasilia-Standard

    • (GMT-02:00) Brasilia-Daylight

    • (GMT-03:00) Buenos Aires, Georgetown

    • (GMT-03:00) Greenland-Standard

    • (GMT-02:00) Greenland-Daylight

    • (GMT-02:00) Mid-Atlantic Standard Time

    • (GMT-01:00) Mid-Atlantic Daylight Time

    • (GMT-01:00) Azores-Standard

    • (GMT) Azores-Daylight

    • (GMT-01:00) Cape Verde Is.

    • (GMT) Monrovia, Casablanca

    • (GMT) Greenwich Mean Time; Dublin, Edinburgh, London-Standard

    • (GMT+01:00) Dublin, Edinburgh, London-Daylight

    • (GMT+02:00) Dublin, Edinburgh, London-Double Summer

    • (GMT+01:00) Berlin, Stockholm, Rome, Bern, Vienna, Amsterdam-Standard

    • (GMT+02:00) Berlin, Stockholm, Rome, Bern, Vienna, Amsterdam-Daylight

    • (GMT+01:00) Prague, Belgrade, Bratislava, Ljubljana, Budapest-Standard

    • (GMT+02:00) Prague, Belgrade, Bratislava, Ljubljana, Budapest-Daylight

    • (GMT+01:00) Paris, Madrid, Brussels, Copenhagen-Standard

    • (GMT+02:00) Paris, Madrid, Brussels, Copenhagen-Daylight

    • (GMT+01:00) Lisbon, Warsaw, Sarajevo, Sofija, Skopje, Vilnius, Zagreb-Standard

    • (GMT+02:00) Lisbon, Warsaw, Sarajevo, Sofija, Skopje, Vilnius, Zagreb-Daylight

    • (GMT+01:00) West Central Africa

    • (GMT+02:00) Athens, Istanbul, Minsk-Standard

    • (GMT+03:00) Athens, Istanbul, Minsk-Daylight

    • (GMT+02:00) Bucharest-Standard

    • (GMT+02:00) Bucharest-Daylight

    • (GMT+02:00) Cairo-Standard

    • (GMT+03:00) Cairo-Daylight

    • (GMT+02:00) Harare, Pretoria

    • (GMT+02:00) Helsinki, Riga, Tallinn-Standard

    • (GMT+03:00) Helsinki, Riga, Tallinn-Daylight

    • (GMT+02:00) Israel

    • (GMT+03:00) Baghdad-Standard

    • (GMT+04:00) Baghdad-Daylight

    • (GMT+03:00) Kuwait, Nairobi, Riyadh

    • (GMT+03:00) Moscow, St. Petersburg-Standard

    • (GMT+04:00) Moscow, St. Petersburg-Daylight

    • (GMT+03:30) Tehran-Standard

    • (GMT+04:30) Tehran-Daylight

    • (GMT+04:00) Abu Dhabi, Muscat

    • (GMT+04:00) Baku, Tbilisi, Yerevan-Standard

    • (GMT+05:00) Baku, Tbilisi, Yerevan-Daylight

    • (GMT+04:30) Kabul

    • (GMT+05:00) Ekaterinburg-Standard

    • (GMT+06:00) Ekaterinburg-Daylight

    • (GMT+05:00) Islamabad, Karachi, Tashkent

    • (GMT+05:30) Bombay, Calcutta, Madras, New Delhi, Colombo

    • (GMT+05:45) Kathmandu

    • (GMT+06:00) Almaty, Novosibirsk-Standard

    • (GMT+06:00) Almaty, Novosibirsk-Daylight

    • (GMT+06:00) Astana, Dhaka, Sri Jayawardenepura

    • (GMT+06:00) Rangoon

    • (GMT+07:00) Bangkok, Jakarta, Hanoi

    • (GMT+07:00) Krasnoyarsk

    • (GMT+08:00) Beijing, Hong Kong, Chongqing, Urumqi

    • (GMT+08:00) Irkutsk, Ulaan Bataar

    • (GMT+08:00) Kuala Lumpur, Perth, Singapore, Taipei

    • (GMT+09:00) Tokyo, Osaka, Sapporo, Seoul

    • (GMT+09:00) Yakutsk

    • (GMT+09:30) Adelaide-Standard

    • (GMT+10:30) Adelaide-Daylight

    • (GMT+09:30) Darwin

    • (GMT+10:00) Brisbane

    • (GMT+10:00) Canberra, Melbourne, Sydney-Standard

    • (GMT+11:00) Canberra, Melbourne, Sydney-Daylight

    • (GMT+10:00) Guam, Port Moresby

    • (GMT+10:00) Hobart-Standard

    • (GMT+11:00) Hobart-Daylight

    • (GMT+10:00) Vladivostok

    • (GMT+11:00) Magadan, Solomon Is., New Caledonia

    • (GMT+12:00) Wellington, Auckland-Standard

    • (GMT+13:00) Wellington, Auckland-Daylight

    • (GMT+12:00) Fiji, Kamchatka, Marshall Is.

    • (GMT+13:00) Tonga

  • Editable at lower level: No

Agent Inbox Preference

Use this setting to choose if the Chat inbox or the Main inbox is displayed when an agent logs in the Advisor Desktop.

  • Access level: Department settings , User settings 

  • Default value: Chat

  • Value options: Chat, Main

  • Editable at lower level: Yes

Supervisor Monitor Settings

Refresh Interval (Seconds)

Use this setting to define the time interval after which the information displayed in the supervisor monitors is refreshed.

  • Access level: Department settings, User settings

  • Default value: 30

  • Minimum value: 30

  • Maximum value: 6000

  • Editable at lower level: Yes

Number of Activities to be Monitored for Service Level

Use this setting to define the number of completed activities (emails and tasks) that should be considered for calculating while calculating the service levels for emails and tasks.

  • Access level: Department settings

  • Default value: 10

  • Minimum value: 1

  • Maximum value: 1000

  • Editable at lower level: No

Security Settings

Login Name Minimum Length

Use this setting to define the minimum number of characters that a user name must have. This user name is used to log in to the application.

  • Access level: Department settings

  • Default value: 2

  • Minimum value: 2

  • Maximum value: —

  • Editable at lower level: No

Display a Warning Message to Agents for PCI Compliance

Use this setting to define if the agents should be displayed the PCI Compliance message every time they log in to the agent desktop. The message displayed to the agents is " If you see any credit card account numbers or CVV codes in customer correspondence, please delete them."

As an alternative to this setting, you might consider instead using the Data Masking capabilities available in the application. This will help ensure that no sensitive data is exchanged between customers and agents.

  • Access level: Department setting 

  • Default value: No

  • Value options: Yes, No

  • Editable at lower level: No

Activity Handling Settings

Service Email, Social and Phone Activities at the Same Time

Use this setting to determine if agents can continue to work on email and social activities, which are already assigned to them, while they are on the phone.

  • Access level: Department settings 

  • Default value: No

  • Value options:

    • Yes: Agents can continue to respond to email and social activities that are already assigned to them. The Send and Send and Complete buttons are enabled for emails and social activities. However, no new emails and social activities get assigned to agents while they are on a phone call. If agents are associated with an outbound MRD, they can create outbound emails during a phone call.

    • No: Agents cannot respond to email and social activities that are already assigned to them. The Send and Send and Complete buttons are disabled for emails and social activities. Also, no new emails and social activities get assigned to agents while they are on a phone call. Agents cannot create outbound emails while they are on a phone call.

  • Editable at lower level: No

Service Chat and Phone Activities at the Same Time

Use this setting to determine if agents can continue to work on chat activities, which are already assigned to them, while they are on the phone.

  • Access level: Department settings 

  • Default value: No

  • Value options:

    • Yes: Agents can continue to respond to chat activities that are already assigned to them. The Complete button is enabled for chats. However, no new chats get assigned to agents while they are on a phone call. If agents are associated with an outbound MRD, they can create outbound chats during a phone call.

    • No: Agents cannot respond to chat activities that are already assigned to them. The Complete button is disabled for chats. Also, no new chats get assigned to agents while they are on a phone call. Agents cannot create outbound chats while they are on a phone call.

  • Editable at lower level: No

Click-to-Call Settings

See Click-to-Call Settings.

Agent Guidance Notifications

Define different types of agent guidance notifications. Here you can adjust the style, color, and duration of the notifications that appears in the Advisor Desktop.

  • Access level: Department settings 

  • Default value: —

  • Value options: There are default notifications available for configuration. Additional notifications can be added. Default notifications include:

    • Before Due Date: When an agent selects an activity in the Inbox and its due date is within next 4 hours, a notification bubble appears in the bottom right corner.

    • After Due Date: When an agent selects an activity in the inbox and it is past due, a notification bubble appears in the bottom right corner.

    • Newest Customer Note: When an agent selects an activity in the inbox and there are multiple notes attached to the customer for this activity, the latest note appears in the bottom right corner.

    • Salesforce Case: When the agent tabs out of the custom field (salesforce_case_id) in the Reply pane, if the entered text matches a caseId in salesforce, the subject of the case appears in the bottom right corner.

Note: SFDC integration needs to be enabled and a custom attribute named "salesforce_case_id" on activity data and needs to be added in Reply pane screen. For more information about Salesforce integration, see About Salesforce Integration.

    • Latest Transfer Note: When the agent selects an activity in the inbox and there is a note attached to the activity from the last agent who transferred it to the current agent, the latest note appears in the bottom right corner.