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Settings

The settings of the operator application can be accessed in the user menu (upper left corner).

info

If the user has a template set up in the UCS administration (they do not have their own operator application layout), they cannot change the settings. The settings are taken from the template.

Application​

  • Application view type determines what the application will be used for. When Wallboard is selected, control buttons are not displayed in the top bar. Instead of the status selection buttons, the current date and time are shown.
  • Tab menu position controls whether the tabs are displayed in the left part or hidden in the user menu (upper left corner).
  • Top menu buttons selects the visibility of function buttons.
    • SMS - processing of SMS messages.
    • Directory - shared and personal contact directories.
    • Call history - browsing and searching for calls made.
    • Search in CRM - suggestion box for quick search in μCRM (displayed in the right part, next to the status control buttons).
  • Display status buttons selects which buttons for changing the agent's status are displayed in the upper right part.
  • AUX status affects whether the not-ready status button always shows the text Not ready or the current reason for not being ready.
  • Date and time format affects the displayed format in several parts of the application (mainly in call history).
  • Reason of call - notification determines when a system notification is shown after the call ends, reminding the agent to enter the reason for the call.
  • CRM tab affects whether the μCRM client tab is automatically opened on an incoming or outgoing call. Choosing Open will only open the tab, not switch to it.
  • Label style sets how the tags should be displayed in different parts of the operator application.
  • Number of table rows per page determines how many rows should be displayed in the tables (additional lines are available using pagination).
  • Tab menu width allows you to adjust the width of the tabs in the right part of the operator application.

Dialing​

  • Behavior of the top bar when working with calls.
    • Search contacts when entering names or numbers affects field behavior for entering phone numbers. If it is checked, then when entering a phone number or name, directories in UCS are searched and suggestions are shown.
    • Show outbound campaign selection lets the agent choose which outbound campaign the call will be made through.
    • The switch button will immediately open the list of operators if checked, pressing the call transfer button opens the directory of contacts for transfer. If this option is not active, the transfer directory is available using the top bar button when transferring a call.
  • Default transfer type determines which transfer type is preselected in the directory with contacts for transfer.
  • Notify about ringing call will display a system notification about an incoming call with the option to pick up the call with the button in this system notification.

Call history​

  • Calls per page determines how many rows should be displayed in the call history table. Additional calls are available through paging.
  • Column order determines whether the caller's number stays in one column, i.e. the party that dialed the call is always in the same column, whether the call is incoming or outgoing. When Agent / Client is selected, the Agent column lists the caller for outgoing calls and the called party for incoming calls. Similarly in the Client column lists the called party for outgoing calls and the caller for incoming calls.
  • Number click action affects the default action when a phone number is clicked. The Dial option dials the number when it is left-clicked. The Copy option copies the number to the clipboard so it can be pasted elsewhere with Ctrl+V.
  • Show Columns determines which additional columns to have in the call history display.
  • Records, the Show Rating Button option determines whether a button for opening the agent rating form is shown next to the buttons for downloading/playing the call recording.
  • Filter, the Save time range option determines whether the filter keeps the previous time range when the application is restarted. If unchecked, opening the call history prefills the filter with a range from 0:00 two days ago until 23:59 today.
  • Metadata allows displaying columns with metadata stored for calls (e.g. from external information systems). A metadata key is a key stored in the database UCS, Column Name is the display name of the column in the call history.

Directories​

  • Number of contacts per page determines how many rows should be displayed in the contact table. Additional contacts are available through paging.
  • Row Height allows you to set the Compact view to show more contacts. The standard height is suitable if a touch screen is used.
  • Personal Directory specifies whether it should be displayed in addition to the system directories tab with the user's personal address book.

Chat​

  • Show chat specifies whether the internal chat for communication between colleagues is shown in the right part of the bottom bar.
  • Maximum number of open conversations determines how many open conversation windows are displayed in the bottom bar. If the number is exceeded, the oldest conversation automatically moves to the session container, from which it can be opened again.
  • Automatically open last session in Messages when another session is closed If the maximum number of open conversations has been exceeded and others have been moved into the container, then enabling this option will ensure that when closing any of the open conversations, the last conversation moved to the container will be opened again.
  • Receive a sound notification when message comes plays a sound when a chat message from another user is received.

Supervisor Control​

  • Supervisor overview sets the AUX reasons displayed in the agent Supervisor overview component.
  • Show agent profiles determines whether the Supervisor agent control component displays the selection and activation of agent queue assignment profiles.

Night shift​

  • Button Position determines if there is a button for switching light and dark of the color profile to be displayed in the lower or upper bar.
  • Filter blue light when enabled, you can set the time range during which the display is tinted yellow (blue light filtered out).
  • Automatically change theme after sunrise/sunset when this option is selected and the checkbox to the left of it is checked, the dark and light color profiles are switched based on sunset and sunrise. This requires location tracking to be enabled so that sunrise and sunset times can be calculated.
  • Change interface after given time allows you to toggle between the dark and light color profiles at a precise time.