Breaks: Separated by ; lists the different states of breaks that may occur in the system. If the administrator wishes to add a new break, simply write the name of this one and click on the "+" button. This new break will be added to the list below and the platform users can now use it as a status.
Show DTMF: Set whether the DTMF typed from the keyboard in the integrated Phone will be displayed or not, with 0 being not display the digits or 1 will show the digits. This functionality is primarily used for cases when passwords are entered. And do not want to show them on screen. (ShowDTMFAgent)
Chat: By activating this option, agents wont be able to chat between them, they can only start an interaction with supervisors. This option won't affect the supervisors in the system, they can start chat interactions with anyone in the portal.
Allow chat between agents: Allow agents to chat with other agents.
Show campaign's agents: Allow agents to see which other agents belong to the same campaign.
Hide Agent Status: If this option is activated, agents won't be able to see other agents status.
Hide SMS Agent: Agents won't be able to start SMS interactions.
Edit Phonebook: If activates, supervisors and agents will be able to add or delete contacts on their Phonebook. On the contrary, only supervisor will be able to do it.
Show campaigns status by agents: If deactivated, agents won't be able to see this icon , which represents the following.
Search other agents interactions: If this option is activated, when agents search for interactions they can see the interactions completed by other agents. By default, when you open the search modal, you will always see your own interactions.
Enable hot keys: Allows agents to use Ctrl + M to mute / unmute the call
Ring on speakers:
When activated, the agents will feel the ring of the call by the speakers and not in the headphones.
When inactive, agents will have the option to decide where to listen to the ring from their profile.
End Wrapup: When this option is activated the agents will have the possibility to cut their Wrapup time to connect more calls.
Agent Volume: Controls the volume of some call sounds like hang up, answer and keyboard key press.