Agent preferences
Agents are prompted to set their preferences when they login for the first time. To modify preferences, in the Quick Action area of the console, click the Preferences link.
Agents can set any of the following preferences:
| Section | Settings | Additional information |
|---|---|---|
| Personal | Personal information, such as your name and email address. | User Name is used to access the Support Agent Console. IM Screen Name is the name that self-service users see when chatting with you. This name can be different from your user name. Max Displayed indicates the maximum number of sessions that is displayed in the sessions queues of the Support Agent Console. For example, if an agent sets the Max Displayed to 5, that agent would never see more than 5 sessions in the queue at any one time - even if there were 30 total chat sessions actually waiting in the queue. |
| Question Scripts | Maintain question scripts. | See Creating chat aids. |
| Quick Text | Maintain your quick text messages. | See Creating chat aids. |
Related topics
Was this page helpful? Yes No
Submitting...
Thank you
Comments
Log in or register to comment.