User profile in Agent Workspace

Owned by Helen Griffith
Last updated: Aug 08, 2024
1 min read

If enabled for your account, agents can access their user profiles through the User profile tab from the navigation bar.

User profile

Currently, agents can configure settings for messages only.

For information about configuring 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.

Non-editable auto-accept settings

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.

Support and documentation feedback

For general assistance, please contact Customer Support.

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