Managing agent preferences

Agents in a multimedia contact center are enabled to handle interactions of various media types, including voice, email, chat, SMS, and open media. Ignite enables agents to interact with customers, view and adjust their Agent Group Presence and Busy/Make Busy and Do Not Disturb states, and view statistics in real time to determine availability of other agents and to be aware of current contact center conditions.

Agent preferences, such as login ID and language, can be modified in CCMWeb, your online center for personal settings and accessing the Help resource documentation.

Agents can manage their preferences in CCMWeb, a web-based application that provides agents with the ability to view and change settings associated with their login ID. Using the options under CCMWeb’s My options tab, agents can set their language preferences, view their security roles, change their password, and manage lists of contacts for emailing reports. Via options under the Help tab, agents can access help documentation, view software information, and download the Client Component Pack installation file.

See "Setting up user preferences" to learn how to set user preferences, view security roles, and configure email contacts.