Your Ignite profile (WEB)

Ignite provides each user with a profile, associated to the username used to log into Ignite. You can adjust several of the profile's default settings to customize your Ignite experience.

Ignite remembers your changes to the following elements:
  • History
  • Favorited queues
  • Dashboard
  • Default landing page
  • Phone settings
    Note:

    Some phones disallow answering calls from a third-party application. In these cases your ‘Accept’ button will be unresponsive. You may therefore want to disable Ignite’s ‘Accept’ button for voice interactions. See the corresponding procedure, below.

  • Automated diagnostics reporting
  • Filter selection preference

You cannot delete your profile; however you can reset the above to Ignite’s default settings.

The following procedures explain how to:
  • Set an avatar image
  • Clear or change your avatar image
  • Specify your language preference
  • Set Ignite's default landing page
  • Disable Ignite's 'Accept' button for incoming calls
  • Configure notification display duration
  • Configure phone settings, including Extension, PIN, and automatic log-in to the phone
  • Enable automated diagnostics reporting from Ignite
  • Reset your profile to Ignite’s default settings
To set an avatar image
  1. Click Options > Profile.
  2. Click Change Photo.
  3. Under Upload, click to upload a photo or drag-and-drop a photo to the space provided.
  4. Click Save.
To clear or change your avatar image
  1. Click Options > Profile.
  2. Click Change Photo and select Clear.
  3. To change the image, follow the steps in ‘To set an avatar image,’ above.
To specify your language preference
  1. Click Options > Profile.
  2. After Language, select a language from the drop-down.
  3. Click Save.
To set Ignite's default landing page
  1. Click Options > Customization.
  2. Under Default landing page, select a page from the drop-down.
  3. Click Save.
To disable Ignite's Accept button for incoming calls
  1. Click Options > Phone.
  2. Under Show accept button for voice calls, toggle the switch off.

    To reenable the Accept button, toggle the switch to blue.

To filter selection preference

You can configure filter selection behavior and enable selection of multiple filters at a time. This setting applies to the History, Case, Case interactions and Contacts pages in Ignite (WEB).

To set the multi-select filter option
  1. Click Options > Customization to view the options.
  2. Set the Allow filter multi-select option.
  3. Click Save.

To configure the notification duration (in seconds)

An agent can configure the durations (in seconds) for the following notifications: new interactions, follow up, and info/error messages displayed on the Ignite screen.

To configure Notification display duration
  1. Click Options > Customization to view the options.
  2. Under Notification Settings, set the Interaction toaster display time (seconds) in the range 5 - 60 seconds; default value is 5 seconds.
  3. Under Notification Settings, set the Follow up toaster display time (seconds) in the range 5 - 60 seconds; default value is 10 seconds.
  4. Under Notification Settings, set the Info/ error toaster display time (seconds) in the range 5 - 60 seconds; default value is 5 seconds.
  5. Click Save.

To configure phone settings

Note:

These settings enable login to your phone from Ignite. This feature is supported for hot desk and external hot desk agents only.

  1. Click Options > Phone
  2. Specify your Extension and, if applicable, PIN.
  3. To be logged into your phone after making yourself Available, select the Automatic login checkbox.
  4. Click Save.

    The next time you sign into Ignite and set your state to Available, you will be logged into your phone.

Note:

Notification durations can also be reset in Reset Application Options.

To enable automated diagnostics reporting from Ignite
Note:

You can send on-demand reports in addition to automated reporting. See "Reporting performance issues in (WEB)".

  1. Click Options > Diagnostics.
  2. Under Continuously send diagnostics information, toggle the switch to blue.
To reset your profile to Ignite's default settings
  1. Click Options > Customization.
  2. Under Factory reset, click Reset Application Options.
  3. When prompted, click Reset.
Note:

Resetting your profile to Ignite's default settings resets the Clear quick reply templates view after insert option.

Parent topic: Ignite
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