Configuring message settings in Agent Workspace

If enabled for your account, you can access your user profile through the User profile tab from the navigation bar. For information about accessing your user profile, see Configuring your user profile in Agent Workspace.

When you go to your user profile, Messages is selected. 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.

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.

  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.

When you have finished configuring settings for messages, click Save to apply the changes or click Cancel to discard them.