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Settings

Administrator users have access to each of the following settings; if you are logged in as an agent you have access to enable/disable the agent workspace only.

Pro features

Admins can toggle on/off pro features for the entire account. Users cannot enable or disable Pro features.

Away reasons

Admins can add "Away" reasons for the Call Center. Any reasons that are added here will appear in the agent "status" dropdown on the top right. Agents can mark themselves away with any of these reasons.

  1. Go to Settings > Away Reasons
  2. Select + New Away Reason
  3. Enter the reason

Dispositions

Admins can add a list of possible call outcomes that the agent can use when wrapping up a call, known as the call disposition.

  1. Go to Settings > Dispositions
  2. Select + New Disposition
  3. Enter the reason and a description if required

Important

The ability to add a disposition to a call is only available in the Agent Workspace view during the call or during recovery mode and when added there it will be saved to the call history.

Dispositions can be viewed in the View Summary section of the call history.

Reseller accounts

If you have multiple hosted accounts, the top account might be known as a reseller account. From this account you can prevent sub-accounts from enabled Pro features if necessary.

Turn on the toggle if you do not want sub accounts to use Pro features.

Note

Changing the default limits for Away reasons and call Dispositions for sub-accounts is not supported currently.

User settings

Switch between the agent workspace and the smaller call details information view. Users can change this setting themselves and also can switch between views during a call.

Agent Workspace

Call Details

Note

  1. If admin enables the toggle for agent workspace for the acccount and the agent logs in and disables the workspace for themselves, this disables the workspace for all agents.
  2. If admins disable the toggle for agent workspace for the account, agents can still toggle this on in their own settings.
  3. If admin changes the layout of the workspace, it will change for all agents.
  4. If agent changes the layout of their workspace, it changes for the account.