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Settings View

As an administrator, the Settings view is where you can set system configurations on an on-demand basis. Open this view by clicking the Settings tab at the top-left of the screen:

VCC263 Settings Tab.png
Important
Chat and Email are add-on options to the inbound voice contact center and therefore are not visible until activated. Contact your account representative, if you wish to activate any of these new add-on features. See the Are there any add-on options? section to find out more information about these features.

What can I do with this view?

You can use this view to customize your contact center by:

Where can I find a list of these contact center settings?

The following table lists the different tabs and their functionality that you can find under the Settings view:

Settings Tab Name Sub-Tab Name Description and Functionality Channel Topic
Desktop General You can use the General tab to:
  • set the Caller ID used for each contact center. To set the Caller ID for each team/business unit, see Teams > Caller ID.
  • enable automatic welcome emails that are sent to users immediately after they are created.
Voice
Skills You can use the Skills tab to add, delete, or search for skills. Voice, Chat, and Email
Dispositions You can use this view to add, delete, or modify dispositions and disposition groups. Voice, Chat, and Email
Custom Agent States You can use the Custom Agent States tab to add, delete, or filter/search for Not Ready and After Call Work reason codes. Voice, Chat, and Email
Favorites You can use the Favorites tab to add or delete names and associated phone numbers to the Favorite Contacts list for numbers that are frequently dialed. These contacts will be displayed as Corporate Favorites in VCC Agent Desktop. Voice
Permissions You can use the Permissions tab to:
  • enable agents to change their phone numbers upon login
  • enable or disable the Reject button
  • enable or disable the call monitor indicator
  • enable or disable call recording options
  • enable mandatory dispositions so users must add a disposition at the end of a call
  • enable unlimited wrap-up time
  • configure the amount of wrap-up time
Voice
Teams Supervisors You can use the Supervisors tab to assign one or more supervisors to a team. Voice
Queues You can use the Queues tab to assign one or more queues to a team. Voice
Skills You can use the Skills tab to assign one or more skills to a team. Voice
Agents You can use the Agents tab to assign agents to a team. Voice
Properties You can use the Properties tab to:
  • assign a Caller ID (at the business unit level) for each team
  • enable a nailed-up connection for all agents in the team
Voice
Thresholds Queues You can use this tab to set threshold alerts for Queues. Voice
Skills You can use this tab to set threshold alerts for Skills. Voice
eServices You can use this tab to set threshold alerts for chat and email. Chat and Email
Service Level Queue Service Level You can use this view to configure the Queue Service Level settings for each queue. Voice
Skills Service Level You can use this view to configure the Skills Service Level settings for each queue. Voice
Email Accounts N/A You can use this view to set up multiple email accounts. For each email account, you can:
  • configure a contact center inbound POP3 (Post Office Protocol 3)
  • configure the email notification routing skill that matches that of the agent
Email
Genesys Webchat N/A You can use the information on this page to customize how the chat widget appears on your website. Chat

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This page was last modified on February 3, 2017, at 03:40.