Personal settings in Agent Workspace
If enabled for your account, agents can access their user settings through the Personal settings tab from the navigation bar.
Currently, agents can configure message settings, voicemail greetings, messages, and WebRTC options (if WebRTC is enabled).
For information about accessing personal settings, see Configuring your personal settings in Agent Workspace.
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Profile
In Profile, agents can edit their details and change their password.
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.
Quick voice messages
In Quick voice messages, agents can record/upload messages to be played at the beginning, during, and at the end of the call. They can also configure their default quick voice messages.
For more information about configuring quick voice messages, see Quick voice messages in Agent Workspace.
WebRTC options
If enabled for your account, agents can access WebRTC options through the Personal settings.