You can specify what information is displayed to agents on their web portal.
Configure what agents can view on their web portal: #
- Click System > Agent Configuration on the menu bar.
The Agent Configuration page is displayed. - To specify that each agent can view the current status of all other agents, tick the Agents can see the status of all other agents checkbox.
- To specify that each agent can view the current status of other agents in their group(s), tick the Agents can see the status of other agents in their groups checkbox.
- To specify that each agent can view the current status of other agents in their queue(s), tick the Agents can see status of other agents in their queues checkbox.
- To specify that each agent can view the current status of other agents in the particular queue that they are viewing, tick the Agents can see the status of other agents in the queue they’re viewing checkbox.
- To specify that each agent can view call information for other agents, tick the Agents can see detailed call information for other agents checkbox.
- To specify that each agent can view information for calls that they have handled recently, tick the Agents can see their recent calls checkbox.
- To specify that Salesforce does not pop up a screen (showing the details for the matching contact) when an agent makes an outbound call, tick the Disable Salesforce screen pop for outbound calls checkbox.
- Note: This checkbox is only displayed if Salesforce is enabled for the company.
- Click Save Changes.
Definitions #
- Agents can see the status of all other agents: Whether or not each agent can view the current status of all other agents.
- Agents can see the status of other agents in their groups: Whether or not each agent can view the current status of other agents in their group(s).
- Agents can see the status of other agents in their queues: Whether or not each agent can view the current status of other agents in their queue(s).
- Agents can see the status of other agents in the queue they’re viewing: Whether or not each agent can view the current status of other agents in the particular queue that they are viewing.
- Agents can see detailed call information for other agents: Whether or not each agent can view call information for other agents.
- Agents can see their recent calls: Whether or not each agent can view information for calls that they have handled recently.
- Disable Salesforce screen pop for outbound calls: Whether or not Salesforce pops up a screen (showing the details for the matching contact) when an agent makes an outbound call.
- Note: If this checkbox is ticked, only outbound calls are affected. A screen popup will still be displayed for inbound calls to agents.