Use the cog icon in the banner to access quick settings which contain settings such as callback number, audio device, and audible notifications.
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If enabled for your account, you can access your user profile through the User profile tab from the navigation bar. Currently, you can configure settings for messages only.
For information about the user profile, see User profile in Agent Workspace.
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Accessing your user profile
Click the user profile icon in the navigation bar to open User profile.
The areas you can configure settings for appear in the left panel. Currently, only Messages appears.
Messages
In Messages, you can customize your notification preferences.
Auto accept
You can choose whether semi-live interactions — such as SMS and Webchat — are automatically accepted when they arrive in Agent Workspace.
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| 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. For information about |
Audible notifications
You can turn audible notifications on or off.
If you turn notifications on, a sound is played when a non-call interaction arrives. You can then configure the audio device, or devices, the notification is played in.
Info icon false Audio devices
Primary audio volume (x%)
The volume of ringing in the primary output device.
Select a ringing volume from 0% to 100%. The default level is 100%. The percentage volume you select is reflected in the field label.
Primary audio device
A list of available output audio devices. Specify the audio device (speakers) you want the notification to play in. By default, the default device for your system is used.
Secondary audio device
A list of available output audio devices. Optionally specify the secondary ringing device (speakers) you want the notification to play in after a configurable delay. By default, no secondary ringing device is used.
Secondary audio delay
The number of seconds after the notification plays in the primary audio device before the notification plays in the secondary audio device. Specify the number of seconds to wait before the notification plays in your secondary ringing device. By default, the delay is 0 seconds.
Test notifications
Use the Test notifications button to simulate a new notification event and verify their selected settings.
- If you turn notifications off, you do not need to configure further settings.
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When you have finished configuring settings for messages, click Save to apply the changes or click Cancel to discard them.