Settings
The Settings tab displays the following settings. An asterisk (*) indicates the settings that are not available to tenants with Standard licenses.
In the table below, the cross mark (✓) in the Tenant column indicates the settings that authorized users of your enterprise specify. Similarly, the ✓ mark in the Partner column identifies the settings that the partner administrator specifies. The ✓ in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.
To modify the settings, click Edit at the bottom of the page.
|
Setting |
Description |
Tenant |
Partner |
Webex Contact Center |
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|---|---|---|---|---|---|---|
|
Call Settings |
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Short Call Threshold |
The time interval, in seconds, to determine whether the call is short or abandoned. |
✓ |
✓ |
✓ |
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Sudden Disconnect Threshold |
The time interval in seconds to determine whether the agent handles the call or the call ends. The time determines if there is an issue with the connectivity or with the behavior of the agent. You can consider a call as disconnected, if the call terminates within this time interval after it reaches a destination site. |
✓ |
✓ |
✓ |
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|
Default Outdial ANI |
The default dial number for the tenant to make outdial calls. The default dial number is displayed in the customer's caller ID, if an agent does not select a specific outdial ANI (Automatic Number Identification) for an outdial call.
To select a default outdial ANI for the tenant, click Edit at the bottom of the page. The Default Outdial ANI drop-down list contains all of the existing dial numbers that are mapped to entry points. To set a dial number as the default outdial ANI, select the dial number from the drop-down list. |
✓ |
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|
Timeout Settings |
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Desktop Inactivity Timeout |
Desktop Inactivity Timeout enables you to automatically sign out an agent from the desktop after being idle for the specified time. The default setting is set to No. If the setting remains at No, then the agents who are signed in will be charged for agent license usage until their session is explicitly signed out. If the setting is Yes, system automatically signs out an agent after being idle for the provided timeout duration.
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✓ |
✓ |
✓ |
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|
Concurrent Voice Contact Settings |
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Concurrent Voice Contact Entitlements |
The number of concurrent voice contact sessions that the tenant is entitled to. This entitlement is based on the following formula: ((Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 3) + Number of Add-on IVR port licenses One session (interaction) in surge protection includes all the inbound and outbound calls related to that session.
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Voice Contact Surge Percentage |
The percentage of voice contact sessions that the tenant can have, over and above the Concurrent Voice Contact Entitlements. The default surge percentage is 30%. |
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Maximum Concurrent Voice Contact Threshold |
The maximum number of concurrent voice contact sessions that are allowed for the tenant. The contact center drops any inbound or outbound voice contacts after reaching this threshold. This value is derived from the Concurrent Voice Contact Entitlements and the Voice Contact Surge Percentage fields. For example, if the concurrent voice contact entitlements is 300 and the surge percentage is 30% (default value), the Maximum Concurrent Voice Contact Threshold is calculated as: 300 x 1.3 = 390
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| Concurrent Digital Contact Settings | ||||||
| Concurrent Digital Contact Entitlements |
The number of concurrent digital contact sessions that the tenant is entitled to. This entitlement is based on the following formula: (Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 2 x 15
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Digital Contact Surge Percentage |
The percentage of digital contact sessions that the tenant can have, over and above the concurrent digital contact entitlements. The default surge percentage is 30%. |
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Maximum Concurrent Digital Contact Threshold |
The maximum number of concurrent digital contact sessions that are allowed for the tenant. The contact center drops any new digital contacts after reaching this threshold. The value of Maximum Concurrent Digital Contact Threshold is set to 30% higher than the concurrent digital contact entitlements. Maximum Concurrent Digital Threshold = Concurrent Digital Contact Entitlements * 1.3. This value is derived from the Concurrent Digital Contact Entitlements and the Digital Contact Surge Percentage fields: Maximum Concurrent Digital Threshold = (Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 2 x 15 x 1.3 For example, if the concurrent digital contact entitlements is 300 and the surge percentage is 30% (default value), the maximum concurrent digital contact threshold is calculated as: 300*1.3 = 390
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Other Settings |
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Allow Agent Threshold |
If this setting is Yes, the system enables the Agent Threshold Alert feature for your enterprise. All tenants with a Standard or a Premium license have Agent Threshold Alert.
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✓ |
✓ |
✓ |
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Maximum Callback Attempts |
The number of times the system attempts a requested callback if the initial callback attempt fails. |
✓ |
✓ |
✓ |
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Retry Callback Interval |
The number of seconds between the callback attempts in case the initial callback attempt fails. |
✓ |
✓ |
✓ |
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|
Pause/Resume Enabled |
If this setting is Yes, agents can pause and resume recording a call. For example, the agent can pause a call recording while obtaining sensitive information from the customer, such as credit card information. If this setting is No, you can enable this feature for individual queues at another time.
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✓ |
✓ |
✓ |
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|
Recording Pause Duration |
This setting specifies the amount of time for which the system pauses the call recording. After the time has elapsed, the system automatically starts recording the call. |
✓ |
✓ |
✓ |
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|
Check Agent Availability |
If this setting is Yes, the system does not route any contacts to the teams with no logged-in agents. If this setting is No, you can enable this setting for individual queues. For more information, see Adding an Entry Point or Queue. |
✓ |
✓ |
✓ |
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|
Record All Calls |
If this setting is Yes, the system records all inbound and outdial calls. If this setting is No, the system records calls based on the settings for each queue. |
✓ |
✓ |
✓ |