If the voicemail feature is enabled in Agent Workspace for your account, agents can access their user profiles through the User profile tab from the navigation bar.
Currently, agents can find and listen to voice messages that contacts have left for them in interaction history. configure settings for messages only.
For information about voicemail in interaction history, see Interaction history and voicemail in Agent Workspaceconfiguring settings in the user profile, see Configuring your user profile in Agent Workspace.
| In this page | |
|---|---|
|
Messages
In Messages, agents can customize their notification preferences.
Auto accept
Agents can choose whether semi-live interactions — such as SMS and Webchat — are automatically accepted when they arrive in Agent Workspace.
| Info | ||
|---|---|---|
| ||
| Settings for auto-accepting semi-live interactions may be enforced at the VCC account level. In this case, the check boxes will be selected and non-editable. |
Audible notifications
Agents can turn audible notifications on or off.
If they turn notifications on, a sound is played when a non-call interaction arrives for them. They can then configure the audio device or devices that the notification is played in.
If they turn notifications off, they do not need to configure any further settings.