Account Settings > Default HUB Configuration
This tool allows you to quickly make changes on the fly to how your team’s HUB is configured. For example, what information do you want visible to your agents in Action Center, or in their Active Queue versus Details. What sounds notifications do you want played for your team based on a call, chat or email. You have the flexibility to edit at a global level, multiple users at once and/or on an individual basis. After you have selected your desired preferences, ensure to hit “Save Changes” located at the bottom of the page for your changes to apply.
NOTE: The settings you have displayed here, will automatically be applied to new users that are created in the Reservation Sales Suite by default.
Below we will walk you through and define each of the various settings on this page:
- Select Agents to Apply Changes to: When making changes to the HUB settings, this dropdown allows you to identify whose HUB you wish to make changes to. You can select the check box “All” to make global changes, or only select the individual people you wish to make changes to.
- Incoming Call Sound File: This allows the ability to choose what sound you wish to play for an incoming call. You can click on the icon directly to the right of this setting to listen the individual sound files selected to identify which one you like best.
- On Hold Call Sound File: This allows the ability to choose what sound you wish to play for a call that is on hold. You can click on the icon directly to the right of this setting to listen the individual sound files selected to identify which one you like best.
- On Hold for Agent Call Sound File: This allows the ability to choose what sound you wish to play for a call that is on hold for an agent. You can click on the icon directly to the right of this setting to listen the individual sound files selected to identify which one you like best.
- IM/Chat Received Sound File: This allows the ability to choose what sound you wish to play for when a chat or IM is received. You can click on the icon directly to the right of this setting to listen the individual sound files selected to identify which one you like best.
- Email Received Sound File: This allows the ability to choose what sound you wish to play for when an email is received. You can click on the icon directly to the right of this setting to listen the individual sound files selected to identify which one you like best.
- Agent Global Pop Delay: This is a legacy feature and will not affect your current configuration.
- Repeat New Call Notification Sound: By checking this box, you will continue to hear when a new call(s) are sitting in the queue until they are answered. If you leave this box unchecked, then you will only receive the initial notification.
- Show Notify Message on New Call: By checking this box, you will receive a browser message display in HUB notifying you that there is a new call is in the queue.
- Notify Delay Seconds: This is a legacy feature and will not affect your current configuration.
- Wrapup Notification Interval (Seconds): This timer is presented to agents In HUB at a repeating threshold (the default is 60 seconds) to remind the agent of their status and encourage them to complete wrapping up their previous call and get back into the 'Ready' status. By adjusting this setting you can change the amount of time before this alert is presented to agents. The timer is set in seconds. To have this alert display after 5 minutes in the Wrapup status, set this to 300 seconds ( 60 x 5 = 300 Seconds).
- Auto Pop TeamChat with HUB: By checking this box, TeamChat will automatically pop open each time a user logs into HUB.
- Auto Pop Lead for Call: By checking this box, a lead form will automatically pop for any call that is answered in HUB. If you leave this box unchecked, then you will need to manually pop lead forms for calls that are answered in HUB.
- Auto Pop Lead for Chat: By checking this box, a lead form will automatically pop for any chat that is answered in HUB. If you leave this box unchecked, then you will need to manually pop lead forms for chats that are answered in HUB.
- Hide Unassigned Emails in Action Center: By checking this box, you will be hiding “Unassigned Emails” in action center for the selected users you choose. These would be email inquiries that come from your website. If you choose to keep “Email Inquiries” as unassigned, then this is a setting you would want to be selective with as you would need some of your team to have visibility into when new email inquiries come in. You do have the ability to auto assign email inquiries to individuals on your team. Please see the “Auto Assign Email” document for more information on how to set this up or work with your Customer Success Manager .
One of the many great features of HUB, is you have the ability to provide insight about the callers for your staff before they even answer the phone. You can configure what information you want displayed in the “Active Call Queue” in HUB as well as once the call is answered what additional information is displayed in the “Details” area of HUB.
- Display in Details: This allows you to control what information about the caller is displayed in the “Details” section of hub once the call is answered by a member of your staff.
- Display in Active Queue: This allows you to control what information about the caller is displayed in the “Active Queue” before the call is even answered. NOTE: You are limited to a max of 4 items that can be displayed here.
- Call/Chat Skill: This would display what menu prompt the caller selected. (i.e. New Reservation, Existing Reservation, Group etc.)
- Call/Chat Marketing Campaign: This would display which campaign the caller dialed on.
- Caller Type: This would display what type of caller the guest is. (i.e. New Caller, Previous Caller etc.)
- Demographic Profile: This would display the demographic profile associated with the area code of the guest’s calling phone number. (i.e. Upper Crust, Movers & Shakers etc.) For more information on Demographic Profiles and their narratives, you can navigate to Reservation Sales>Marketing Tools>Profiles>Demographic Profiles.
- Caller Phone Number: This would display the calling phone number associated with the caller.
- Caller/Chatter Name: If this was a previous caller, previous guest or part of the national phone registry, the caller’s name would display based on the information we have from the calling phone number.
- Caller/Chatter Email Address: If this was a previous caller or previous guest, the caller’s email address would display based on the information we have from the calling phone number.
- Caller/Chatter City and State: If this was a previous caller, previous guest or part of the national phone registry, the caller’s city and state would display based on the information we have from the calling phone number.
Once you have finished updating your HUB configuration settings don't forget to click Save!