Operator settings

This feature uses

• Admin settings and feature switches · managed by PowerfrontConfigured by

  Website policies can constrain personal options and declare custom fields.

• Operator accountsRequires

  Settings belong to an operator account.

• Roles and permissionsConfigured by

  Roles and delegated manager permissions determine editable fields.

• Website, channel and subsite accessConfigured by

  Website-specific assignments set each operator's default channel and integration identity.

• Operator templatesConfigured by

  Operator templates supply initial capacity, preferences and custom data for new accounts.

• Business hours and schedulingRelated

  Configure appointment availability separately from conversation workload limits.

• Chat limits and wind-downRelated

  Review capacity and wind-down behaviour when setting operator workload limits.

• My Look operator avatar choicesConfigured by

  Website uniform and image policies can constrain an operator's personal appearance choices.

Used by

• INSIDE consoleConfigured by

  Account preferences include the default channel and console presentation.

• Automatic logout after inactivityConfigured by

  Operator preferences supply the inactivity interval.

• Floor rendering and animation performanceConfigured by

  Operator preferences store rendering and animation choices.

• My Look operator avatar choicesConfigured by

  Operator account preferences store the chosen look and imagery.

• Current Chat workspace and panelsConfigured by

  Operator account preferences control the supporting-panel layout.

• Dark mode for the consoleConfigured by

  Dark Mode is a personal account preference.

• Chat queueConfigured by

  Operator settings control permission to choose individual conversations from the queue.

• Chat limits and wind-downConfigured by

  Website defaults and operator overrides supply conversation limits.

• Transferring conversationsConfigured by

  Operator settings control permission to transfer to other teams, channels, skills and subsites.

• Taking and pinning conversationsConfigured by

  Operator settings control queue picking and permission to pin tickets.

• Conversation translationConfigured by

  Operator settings supply the primary and spoken languages used when deciding whether to translate.

• Conversation history and searchConfigured by

  Operator settings control wider conversation search and history export permissions.

• Transcripts by email and printConfigured by

  Operator settings grant permission to email a conversation transcript.

• Redacting and permanently deleting conversation dataConfigured by

  Operator settings control permission to erase message content and view personal data.

• Chat Translate and language detectionConfigured by

  Operator spoken languages and primary language affect translation.

• Email ticket handling and statusesConfigured by

  Operator ticket limits and pinning permissions control ticket capacity and ownership actions.

• Email replies and support conversationsConfigured by

  Operator signatures and configured aliases affect outgoing identity.

• Email templates and ticket notificationsConfigured by

  Operator signatures supply personalised email content.

• Browser call recording and live captionsConfigured by

  The operator's primary language affects the Vonage live-caption language.

• Conversation lead capture and follow-upConfigured by

  Operator timezone settings affect the date range used to find leads.

• Reports data and metric definitionsConfigured by

  Operator settings include exclusion from reports.

• Operator productivity reportsConfigured by

  Exclude from reports on an operator account controls inclusion in applicable productivity calculations.

• Operator LogConfigured by

  An operator timezone preference takes precedence over the website timezone in the log report.

• Personalised performance insightsConfigured by

  Operator preferences control shared-insight alerts.

• Operator accountsConfigured by

  Capacity and working preferences are part of the operator profile.

• Website, channel and subsite accessConfigured by

  Operator settings include separate data-access, history-export and feature abilities.

• Importing and exporting operatorsRelated

  Review operator settings and capacity limits before filling the full-column import.

• Supported languagesConfigured by

  An operator's Primary Language setting selects their interface language.

• Password changes and recoveryConfigured by

  Operators change their own password through My Account.

• Two-factor authentication for operator sign-inConfigured by

  Personal factor setup is in My Account.

• Email verification for protected exportsConfigured by

  Allow History Export is a separate operator setting needed for conversation-history downloads.

• Customer identity and conversation visibility permissionsConfigured by

  Operator configuration contains the personal-data access switch.