Start by navigating to Admin > Settings by:
Selecting Agent from the application switcher
Navigate to Admin on the navigation panel to the left
Select the Settings tab at the top of the page
You should now see a similar page to the one below
Resolution Tags
To add resolution tags, simply type them into the Resolution Tags section and hit enter.
To delete a resolution tag, hit the X button next to the tag.
Max agent chats
To set a maximum amount of chats allowed per agent, set the value to the number of chats allowed opened ber agent.
To have it unlimited, set the value to 0.
Timezones
You can update your timezone by selecting the timezone from the dropdown as shown below.
Once you have selected the timezone, click update.
Amazon Connect
To connect your amazon softphone, enter the Amazon Connect URL provided by amazon. Hit save when it is entered.
Messaging Queues
Creating a messaging queue
To create a messaging queue, start by clicking the + button.
A window should appear, similar to the one below.
Start by entering in the queue name and the chat timeout in minutes.
Then you may enter in queue warnings. Queue warnings will simply cause the chat to flash a colour based on the warning if it has been sitting in queue after a specified amount of time.
Next, you can have the option to alert an admin by a specified notification type whenever a new chat has been initiated without an agent online.
Click save when you are ready.
Editing queue properties
To edit the properties of a selected queue, firstly click the more options button and click Queue Properties.
You should then be able to see the queue's properties and have the ability to edit them.
Updating operating hours
To update operating house, firstly click the more options button and click Update Operating Hours.
A window should appear dispaying the current operating hours.
Change the opening and closing hours to your preference and/or check Closed checkbox on the days you are closed.
You can then decide to set the operating hours to only this queue or to all queues.
Updating Holidays
To update holiday hours of a selected queue, firstly click the more options button and click Update Holidays.
A window similar to the one below should appear.
To set a holiday, simply select a date you wish the holiday to be on and name the holiday. You can also select Recurring if you wish the holiday to repeat every year.
You can then click Save to add the holiday.
You can also import holidays from another queue using the Import Holidays button in the top right corner. Once you have clicked the Import Holidays button, you can then select a queue from the drop-down and click Import.
All of the holidays will then be imported into the queue.
Editing Autoresponses
To edit autoresponses of a selected queue, firstly click the more options button and click Edit Autoresponses.
A new window should appear allowing you to enable which autoresponse you wish to use and what the autoresponse message will dictate.
Note: For Transfer Autoresponse, Using {agentName} will display the first name of the transferred agent.
Deleting a queue
To delete a selected queue, firstly click the more options button and click Delete Queue.
Then click Delete in the confirmation box.
Messaging Sources
Editing sources
To edit a selected source, firstly click the more options button and click Edit Source.
A window similar to the one below should appear. You now have the ability to change the source name and queue.