Configure Agent Settings

Change the Default Call Volume

This setting only applies to Integrated Softphone.

1. In Agent portal, click the gear icon in the left menu.
2. Select the Login & Voice Preferences tab.
3. Adjust the volume slider under Softphone.
4. Agent will automatically save your changes.

Configure Auto Accept for Incoming Calls

This setting only applies to Integrated Softphone. By turning on the auto accept setting you will not be prompted to Accept incoming calls, they will automatically be answered for you.

1. In Agent, click Settings in the left menu.
2. Select the Login & Voice Preferences tab.
3. Enable Auto Accept to allow Integrated Softphone to answer incoming calls.
4. Agent will automatically save your changes.

Change Your Ringtone

This setting only applies to Integrated Softphone.

1. In Agent, click Settings in the left menu.
2. Select the Login & Voice Preferences tab.
3. Select a Ringtone for Integrated Softphone from the drop-down. Click Play Ringtone to hear an audio sample.
4.  Agent will automatically save your changes.

Configure Your Secondary Ringer

This setting only applies to Integrated Softphone.

1. In Agent, click Settings in the left menu.
2. Select the Login & Voice Preferences tab.
3. Select a Secondary Device from the drop-down to serve as backup for handling voice interactions. Click Play Ringtone to test the secondary ringer.
4. Select a number, 0–10, from the Delay Seconds drop-down to specify how many seconds you want the system to wait before playing a ringtone to your secondary ringer.
5. Agent will automatically save your changes.

Set Up Notification Sounds

You can enable settings to hear notification sounds for different events. Agent automatically saves your changes, but remembers them only on your current device. Clearing your cache and cookies will reset these settings to Off.

1. In  Agent, click Settings in the left menu.
2. Select the A/V Notifications tab.
3. Find the Audio Notifications section.
   • To hear a tone when you receive a message from another agent, enable New Agent Message.
   • To hear a tone when you receive a new inbound call, chat, email, SMS, or social interaction, enable New Contact.
   • To hear a tone when you receive a response to a new chat, email, SMS, or social interaction, enable New Contact Reply.
   • To hear a tone when a chat or call ends, enable End Chat or Call.
4. In the drop-down next to each setting, select the tone you want to hear for each event. There are ten tones to choose from. Click Listen to play a sample.

Set Up Notification Pop-Ups

You can enable settings to see notification pop-ups for different events.  Agent automatically saves your changes, but remembers them only on your current device. Clearing your cache and cookies will reset these settings to Off.

1. In  Agent, click Settings in the left menu.
2. Select the A/V Notifications tab.
3. Find the Visual Notifications section.
   • To see a pop-up notification when you receive a message from another agent, enable New Agent Message.
   • To see a pop-up notification when you receive a new inbound call, chat, email, SMS, or social interaction, enable New Contact.
   • To see a pop-up notification when you receive a response to a new chat, email, SMS, or social interaction, enable New Contact Reply.
   • To see a pop-up notification when a chat or call ends, enable End Chat or Call.

Change Where Screen Pops Open

By turning on the Panel Open in Browser option, this will automatically load your lead form into a new tab in your web browser instead of keeping the lead form in the Agent portal.

1. In  Agent, click Settings in the left menu.
2. Select the Display & Accessibility tab.
   • To have screen pops display in an external browser page, enable Panel Open in Browser.
   • To have screen pops display in Screen Pops inside  Agent, disable Panel Open in Browser.
3.  Agent will automatically save your changes.

View Supported Keyboard Shortcuts

Settings displays the keyboard shortcuts you can use in  Agent. Go to Settings in the left menu, then select the Display & Accessibility tab. Scroll through the table in the Keyboard Shortcuts section. There are 49 supported shortcuts. They are supported in MacOS and Windows operating systems and Edge and Chrome browsers.

View Information

The Information tab in Settings displays details about your current session, including:

• Network Status: The performance of the connection between  Agent and the NICE  servers. If the connection is poor, a warning icon appears next to Settings . When the connection issue is resolved, a pop-up message appears. It indicates that you can now interact with contacts in real time.
• View image
• 
• Telemetric Data: If you use ChromeOS, this section displays your device's processor name, CPU usage, and memory usage. You must enable this.
• General Information: Information about you (Agent Name, Displayed Username, Agent ID, and so on) and your  Agent instance (Version, Session ID, Caller ID, and so on).
• Interaction Routing: Information about how contacts are routed to you. This includes the maximum number of contacts you can handle at a time, your routing method (static or dynamic/omni), if you can request interactions, and if  Agent automatically focuses on incoming interactions.
• Logging Configuration: In the Log Level drop-down, you can select the level of console log data you want to be passed from  Agent to NICE  Technical Support to help with troubleshooting.

This page is helpful for verifying session information and troubleshooting. Your administrator may ask you to navigate to this page to share these details. To do so, click Settings in the left menu, then select the Information tab.

View Skill Assignments

View image

The Agent Skills page in Settings displays the skills you're currently assigned to. Use the search bar at the top to search for a specific skill. Click Filter to filter by Media Type, including:

• Chat
• Digital
• Email
• Voice
• Voicemail

To navigate to the Agent Skills page, click Settings in the left menu, then select the Agent Skills tab.