User profile in Agent Workspace

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 message settings and voicemail greetings.

For information about accessing a 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.

For information about configuring message settings, see Configuring message settings in Agent Workspace.

Voicemail greeting

When an inbound call from a contact reaches an agent's voicemail, the agent's voicemail greeting is played. An inbound call will reach an agent's voicemail when the agent is unable to accept the incoming call. Calls will reach the agent's voicemail only when they are to the agent's personal queue and if a VoiceMail applet is configured and included in the applicable interaction plan. For information about configuring the VoiceMail applet, see Setting up voicemail.

In Voicemail greeting, agents can listen to the default voicemail message. They can optionally set a custom voicemail greeting by recording a new one or uploading an existing file.

For information about configuring a voicemail greeting, see Configuring your voicemail greeting in Agent Workspace.