Customer Information Display On Call

When using Progressive or Preview dialers, agents will have access to customer information uploaded by the admin in the dialer.

Agent Force Logoff Alert

This setting notifies agents when they are forcefully logged off by the admin from the admin dashboard.

Agent Force Release Alert

This setting notifies agents when they are forcefully released by the admin from the admin dashboard.

Agent Call Alert

Agents receive notifications when a call is being initiated on their screen.

Callback Alert

If the agent has set a manual call back, chrome notification shows an alert 5 minutes before the callback.

Parameter to send Agent ID

Product will pass agent details during the "Screenpop" hit when a call is triggered. This is used if CRM needs to get a few parameters from the contact center to the CRM application so that CRM will use these parameters directly for its internal use.

Parameter to send Agent Key

Used in screen pop URL based on setting “Send Custom Params in CRM”

parameter to send Username

Used in screen pop URL based on setting “Send Custom Params in CRM”

parameter to send the agent logged in Phone Number

Used in screen pop URL based on setting “Send Custom Params in CRM”

Send Custom Params in CRM

This is checkmarked for the above fields to enable to CRM.

Send Sms

This setting enables SMS functionality on the agent toolbar.

sms url

If the customer procures SMS API from us, these are used to configure the application URL.  
 Format: Get Request,
http://yourdomainURL.com/outbound/outbound_sms.php?phone_no={0}&api_key=KKxxxx&message={1}&from=+15xxxxxx

check If Number Blocked

Can block the numbers for any incoming calls to DID. This helps to check internally if the number is blocked.

Hide customer phone no. in agent toolbar.

This setting hides the customer number on the agent screen during the call.

Group Dispositions

Display the disposition on the agent screen with one drop-down. Ex: SalesEnquiry; Salescall etc.., If Agent clicks on Sales, it shows Enquiry & Call in drop down. This is just for viewing purposes. In reports, it comes in a single column. There is no separate column.

Agent to Keep Alive

Agents remain active upon reconnecting to the internet.

Agent force release by himself.

An agent can release himself from his toolbar -- Top right corner, dropdown on agent's ID --> agent can view the "Force Release" button.

ScreenPop Send callerId param only

This is used to send only "Caller number" to CRM Application when a call is initiated Contact center hits to Screenpop URL, which is configured in a Campaign.

Drop me delay time

"DropMe" button can be delayed to display on Agent screen when a call is answered by the Agent.

Agent login allowed IPs

Administrator can decide if they want to restrict agent login locations to specific static IPs only

Inbound Call Queue Alert

If an Incoming call is in Queue, an alert is sent to Agent who are in different mode. (Busy mode etc..,)

Disposition Hide

Disposition can be hidden on the agent toolbar when a call is successfully connected on his screen.

Enable IVR transfer to agent.

This option enables IVR transfer on Agent side

Transfer Skill URL

Customized skill transfer URL

Auto release agent after pause time exceeds

Agents will be force released to ready state if this feature is enabled. It will work only if time limit is set for the pause reasons.

Allow agent to change password

This enables agents to change passwords for their logins.

Allow Transfer in Progressive/Predictive

This enables the transfer feature in auto dialers

Agent Desktop Alerts

This is helpful for agents on windows OS

Agent to Enable or Disable Transfer Call Recording

If enabled the agent can record the call when there is a transfer

Enable agent script

While the admin might have given the script in campaigns, unless this checkbox is enabled, agent will not see the script in his agent login

Customer Call Record Enable or Disable

This checkbox enables the agent to stop or start the audio recording while on a call with customer. This helps meet PCI compliance so agent can stop recording when collecting credit card information from customers.

MultiLevel Disposition

Enables agents select 2 levels of dispositions while in ACW instead of 1 dropdown. This reduces agent productivity though, so use this feature sparingly.

Skip Preview Number

This setting enables either to skip or dial the number in the Preview dialer.

Dont Close ScreenPop

If screenpop is opening in a new window, then enabling this feature won’t close it after call completion so the agent can continue his activity on call.

Close Preview Number

This setting enables either to close or dial the number in the Preview dialer.

Close Preview Number Dispositions

Disposition reason for Close preview number.

Enable Virtual KeyBoard

This setting enables a virtual keyboard for chat.

Chat Auto Answer

Agent can decide on accepting the chat.

Hide Audio in toolbar call history

Customer can choose if the agent can view the audio link on call history on agent panel.

Allow WhatsApp outbound

If enabled Agents can send outbound messages through WhatsApp

WhatsApp URL

Configuring WhatsApp to send outbound messages

Smart Reply

If enabled agents can choose chat templates (predefined text messages)

Toolbar CallerID international format

Caller ID will be in international format.

Allow Skill Transfer on Agent Panel

This option enables Skill transfer on Agent panel.

Allow Phone Transfer on Agent Panel

This option enables phone transfer on Agent panel.

Allow Agent Transfer on Agent Panel

This option enables agent transfer.

Agent toolbar Default tab

Customers can choose the default tab for the agent panel.

Dashboard

Agents can see a live dashboard with call status and agent status if enabled

Auto Logout on Pause Timeout

Agent will be logged out from the toolbar with the time configured

Auto logout IDLE agent in Mins

Specify the time duration, in minutes, to automatically log out the agent once their idle time limit is reached. Set the time as 0 or -1 to disable this setting and allow unlimited idle time.

Auto logout PAUSED agent in Mins

Specify the time duration, in minutes, to automatically log out the agent once the configured pause time is reached. Set the time as 0 or -1 to disable this setting and allow unlimited pause time.

Agent Screen Recording by UCID

This setting enables to recording the agents' screens for all the connected calls handled by the agent (by UCID)

Sms DIDs List

With this setting, the Super Admin can configure the DIDs and their corresponding vendors. Agents can then choose the DID from which SMS messages should be sent using the agent toolbar. (Please note that this feature is currently not applicable to customers in India).

Logout the toolbar on tab refresh

• *If enabled -** On refreshing the browser tab, the agent will see a confirmation pop-up. Once confirmed, the agent will be logged out.
• *If disabled -** On refreshing the browser tab, the agent will see a confirmation pop-up. Once confirmed, the toolbar will simply refresh without logging the agent out.

Hide Performance tab top performance

• *If enabled** - Hides the "Top Performance" widget from the Performance tab in the agent toolbar

Hide Performance tab Interaction status

• *If enabled** - Hides the "Interaction status" widget from the Performance tab in the agent toolbar

Hide Performance tab Pause Reasons

• *If enabled** - Hides the "Pause Reasons" widget from the Performance tab in the agent toolbar

Hide Performance tab First login details

• *If enabled** - Hides the "First login details" widget from the Performance tab in the agent toolbar

Hide Performance tab Agent details

• *If enabled** - Hides the "Agent details" widget from the Performance tab in the agent toolbar

hide dashboard tab agents status

• *If enabled** - Hides the "Agent status" widget from the Dashboard tab in the agent toolbar

hide dashboard tab queue list

• *If enabled** - Hides the "Queue List" widget from the Dashboard tab in the agent toolbar

hide dashboard tab agents list

• *If enabled** - Hides the "Agent List" widget from the Dashboard tab in the agent toolbar

Agent rephrase reply

When enabled, agents can access enhanced or rephrased replies directly through a button on the message composer during conversations. See how this looks on the Agent toobar, Enhance your replies

Disposition Suggestions and Summary

When enabled, agents receive suggested dispositions while wrapping up chat conversations. Additionally, a summary is provided, which can be easily edited or copied directly for convenience.