# Operator settings

Set an operator's workload limits, working preferences, visible identity and custom business fields.

*Release 3.3 · admin, operator, supervisor*

**Settings › Account › Operators › Settings** · **Settings › Account › My Account**

## What it is

Operator settings control workload, daily working preferences and customer-facing details. Powerfront can also declare business fields for each operator. Personal preferences are available in **My Account**, subject to your website's policies.

## Who uses it and why

Users with the **Settings** or **Manager** role and the required operator permissions set capacity and permissions. **Edit Operator Conversation Limits** allows delegated managers to adjust staffing limits. Operators maintain the personal details and preferences their account permits.

## Where to find it

With the **Settings** or **Manager** role and the required operator permissions, edit an operator in **Settings › Account › Operators** and open **Settings**. Use **Custom Data** for declared business attributes, **Look** for appearance and **Websites** for per-website assignments. Your personal controls are in **Settings › Account › My Account**, including **More Settings**.

## How it works

Live chat, social/text and email tickets have separate limits. An **Active Ticket Limit** of zero uses the website's default ticket limit. Changing live workload limits prompts INSIDE to recheck an online operator's availability.

Permissions separately control queue picking, ticket pinning, wider history search, transfers, copying, transcript email and history export. Website policy can further restrict those actions.

Your **Screen Name**, imagery and **Signature** supply identity in the experiences that use them. Personal timezone and language choices are separate from the website's regional defaults.

## Configure it

1. Open the operator's **Settings** tab.
2. Set the relevant limits and working options, then save.
3. Review **Websites**, **Roles** and **Settings › Teams** if the operator's responsibilities also changed.

To add business attributes, ask Powerfront to enable **Operator Custom Data** in **Settings › General Settings › Admin** and declare **Custom Data Variables**. Fill the declared fields through the operator's **Custom Data** tab.

In **My Account**, open the relevant personal setting, make the change and choose **Save**. Use **Default Website TimeZone** if you want the website timezone.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Active Live Chat Limit | Settings › Account › Operators › Settings | operator | 5 in a new operator editor | Settings role, Manager role | Sets the ordinary simultaneous live chat limit. |
| Active Live Chat Hard Limit | Settings › Account › Operators › Settings | operator | 5 in a new operator editor | Settings role, Manager role | Sets the hard simultaneous live chat limit. |
| Active Ticket Limit | Settings › Account › Operators › Settings | operator | 0: uses the website ticket limit | Settings role, Manager role | Sets the operator's active email ticket limit; zero uses the website default. |
| Active Social/Text Limit | Settings › Account › Operators › Settings | operator | 0 in a new operator editor | Settings role, Manager role | Sets the ordinary simultaneous social and text conversation limit. |
| Active Social/Text Hard Limit | Settings › Account › Operators › Settings | operator | Not set | Settings role, Manager role | Sets the hard social and text conversation limit. When not set, the hard limit is one above a positive ordinary limit, or zero when the ordinary limit is zero. |
| Sales Target | Settings › Account › Operators › Settings | operator | Not set | Settings role, Manager role | Sets the operator sales target. When not set, no personal target is configured. |
| Commission % | Settings › Account › Operators › Settings | operator | 0% | Settings role, Manager role | Sets the operator commission percentage. |
| Limit FPS | Settings › Account › Operators › Settings | operator | Do not limit FPS in the editor; the console starts at 30 frames per second | Settings role, Manager role | Limits the console's rendering frame rate. |
| Auto Logout | Settings › Account › Operators › Settings | operator | 10 minutes | Settings role, Manager role | Sets the personal inactivity period before automatic logout. |
| Timezone | Settings › Account › Operators › Settings | operator | Website timezone | Settings role, Manager role | Sets the operator timezone. |
| Be Right Back Message | Settings › Account › Operators › Settings | operator | Not set | Settings role, Manager role | Sets the operator's be-right-back message. |
| Signature | Settings › Account › Operators › Settings | operator | Not set | Settings role, Manager role | Sets the operator email signature. |
| Exclude from reports | Settings › Account › Operators › Settings | operator | Off | Settings role, Manager role | Excludes the operator under the reporting exclusion policy. |
| Show 3D Avatars | Settings › Account › Operators › Settings | operator | Off for a new operator; On for an existing operator when never saved | Settings role, Manager role | Controls the operator's 3D avatar display preference. |
| Primary Language | Settings › Account › My Account | operator | English when no personal language is saved | Developer role, Co-Browse role, Manager role, Settings role, Chat role, Video Chat role, Live Shows role, Stats role, Monitor role, Top Stats role, Audit role, Bot Trainer role, Reports role, Reports Dashboard role, Store App role, Video Feed role | Sets the operator's primary interface language. |
| Time Zone | Settings › Account › My Account | operator | Website timezone | Developer role, Co-Browse role, Manager role, Settings role, Chat role, Video Chat role, Live Shows role, Stats role, Monitor role, Top Stats role, Audit role, Bot Trainer role, Reports role, Reports Dashboard role, Store App role, Video Feed role | Selects a personal timezone or the website default. |
| Default Channel | Settings › Account › My Account | operator | Not set | Developer role, Co-Browse role, Manager role, Settings role, Chat role, Video Chat role, Live Shows role, Stats role, Monitor role, Top Stats role, Audit role, Bot Trainer role, Reports role, Reports Dashboard role, Store App role, Video Feed role | Sets the default channel for the selected website. |
| Dark Mode | Settings › Account › My Account | operator | Off unless enabled by a saved browser preference or dark-mode opt-in | Developer role, Co-Browse role, Manager role, Settings role, Chat role, Video Chat role, Live Shows role, Stats role, Monitor role, Top Stats role, Audit role, Bot Trainer role, Reports role, Reports Dashboard role, Store App role, Video Feed role | Changes the personal console colour preference. |
| Keep both side panels always visible | Settings › Account › My Account | operator | Off | Developer role, Co-Browse role, Manager role, Settings role, Chat role, Video Chat role, Live Shows role, Stats role, Monitor role, Top Stats role, Audit role, Bot Trainer role, Reports role, Reports Dashboard role, Store App role, Video Feed role | Keeps the console's side panels visible. |
| Render Mode | Settings › Account › My Account | operator | Default rendering | Developer role, Co-Browse role, Manager role, Settings role, Chat role, Video Chat role, Live Shows role, Stats role, Monitor role, Top Stats role, Audit role, Bot Trainer role, Reports role, Reports Dashboard role, Store App role, Video Feed role | Selects Default, Software, Hardware or WebGL (BETA) rendering. |
| Receive ticket updates via email | Settings › Account › My Account | operator | Off | Developer role, Co-Browse role, Manager role, Settings role, Chat role, Video Chat role, Live Shows role, Stats role, Monitor role, Top Stats role, Audit role, Bot Trainer role, Reports role, Reports Dashboard role, Store App role, Video Feed role | Enables email notifications for ticket updates. |
| Operator Custom Data | Settings › General Settings › Admin | website | Off | Powerfront, on request | Enables custom operator fields. |
| Custom Data Variables | Settings › General Settings › Admin › Operators › Operator Custom Data | website | Not set | Powerfront, on request | Declares the operator fields available to fill. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Face Image | Settings › Account › My Account | No | Selects the operator face image where account policy permits. |
| My Look | Settings › Account › My Account | No | Selects the operator's appearance where account policy permits. |
| Store Image | Settings › Account › My Account | No | Selects the operator store image. |
| Your expertise | Settings › Account › My Account | No | Records the operator's stated expertise. |
| Profile description | Settings › Account › My Account | No | Records the operator's profile description. |
| Screen Name | Settings › Account › My Account | Yes | Sets the operator name shown in the workspace and customer interactions. |
| Spoken Languages | Settings › Account › Operators | No | Records the operator's spoken languages. |
| Custom Data Vars | Settings › Account › Operators › Custom Data | No | Selects and fills business attributes declared for operator accounts. |

### Permissions

| Permission | Lets you |
|---|---|
| Manager | Manage permitted operator settings. |
| Edit Operator Conversation Limits | Allows delegated changes to workload limits. |
| Edit Operator Image | Allows delegated changes to operator images. |
| Edit Operator Channel Settings | Allows delegated changes to channel defaults. |
| Settings | Manage operator settings when Operators access is allowed. |
| Operators | Allow access to the Operators screen. |
| Can cherry pick conversations from the queue | Allows manual conversation selection from the queue. |
| Allow operator to pin tickets | Allows the operator to pin email tickets. |
| Can search across all conversations | Allows searching beyond the operator's own conversations. |
| Can transfer to other teams | Allows transfer choices for other teams, subject to website policy. |
| Can transfer to other channels | Allows transfer choices for other channels, subject to website policy. |
| Can transfer to other skills | Allows transfer choices for other skills, subject to website policy. |
| Can transfer to other subsites | Allows transfer choices for other subsites, subject to website policy. |
| Can erase message content | Allows message content erasure. |
| Can copy conversation | Allows copying a conversation. |
| Can email transcript | Allows emailing a conversation transcript. |
| Allow History Export | Allows history export. |
| Can view Customer PII and Conversation Data | Allows access to customer personal information and conversation data. |

## Limits and good to know

Capacity fields must be numbers at least zero. **Active Live Chat Hard Limit** must be at least **Active Live Chat Limit**. When the social/text limit is positive and a hard limit is supplied, the hard limit must be greater than the ordinary limit.

Website inactivity, rendering and appearance policies can override personal preferences. Access to your own account does not permit changing every administrator-controlled field.

Report exclusion for INSIDE staff is enforced on production accounts unless the website is a test instance. Changing a template later does not update existing operator settings.

## Depends on and works with

### This feature uses

- **Requires** [Operator accounts](ADM-007.md): Settings belong to an operator account.
- **Configured in** Admin settings and feature switches (managed by Powerfront): Website policies can constrain personal options and declare custom fields.
- **Configured in** [Roles and permissions](ADM-008.md): Roles and delegated manager permissions determine editable fields.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Website-specific assignments set each operator's default channel and integration identity.
- **Configured in** [Operator templates](ADM-011.md): Operator templates supply initial capacity, preferences and custom data for new accounts.
- **Configured in** [My Look operator avatar choices](CON-011.md): Website uniform and image policies can constrain an operator's personal appearance choices.
- **Related** [Business hours and scheduling](ADM-016.md): Configure appointment availability separately from conversation workload limits.
- **Related** [Chat limits and wind-down](CHAT-008.md): Review capacity and wind-down behaviour when setting operator workload limits.

### Used by

- **Configures** [INSIDE console](CON-001.md): Account preferences include the default channel and console presentation.
- **Configures** [Automatic logout after inactivity](CON-004.md): Operator preferences supply the inactivity interval.
- **Configures** [Floor rendering and animation performance](CON-009.md): Operator preferences store rendering and animation choices.
- **Configures** [My Look operator avatar choices](CON-011.md): Operator account preferences store the chosen look and imagery.
- **Configures** [Current Chat workspace and panels](CON-014.md): Operator account preferences control the supporting-panel layout.
- **Configures** [Dark mode for the console](CON-027.md): Dark Mode is a personal account preference.
- **Configures** [Chat queue](CHAT-005.md): Operator settings control permission to choose individual conversations from the queue.
- **Configures** [Chat limits and wind-down](CHAT-008.md): Website defaults and operator overrides supply conversation limits.
- **Configures** [Transferring conversations](CHAT-010.md): Operator settings control permission to transfer to other teams, channels, skills and subsites.
- **Configures** [Taking and pinning conversations](CHAT-011.md): Operator settings control queue picking and permission to pin tickets.
- **Configures** [Conversation translation](CHAT-023.md): Operator settings supply the primary and spoken languages used when deciding whether to translate.
- **Configures** [Conversation history and search](CHAT-024.md): Operator settings control wider conversation search and history export permissions.
- **Configures** [Transcripts by email and print](CHAT-025.md): Operator settings grant permission to email a conversation transcript.
- **Configures** [Redacting and permanently deleting conversation data](CHAT-032.md): Operator settings control permission to erase message content and view personal data.
- **Configures** [Chat Translate and language detection](AI-010.md): Operator spoken languages and primary language affect translation.
- **Configures** [Email ticket handling and statuses](CHN-026.md): Operator ticket limits and pinning permissions control ticket capacity and ownership actions.
- **Configures** [Email replies and support conversations](CHN-027.md): Operator signatures and configured aliases affect outgoing identity.
- **Configures** [Email templates and ticket notifications](CHN-028.md): Operator signatures supply personalised email content.
- **Configures** [Browser call recording and live captions](RTC-021.md): The operator's primary language affects the Vonage live-caption language.
- **Configures** [Conversation lead capture and follow-up](COM-026.md): Operator timezone settings affect the date range used to find leads.
- **Configures** [Reports data and metric definitions](REP-002.md): Operator settings include exclusion from reports.
- **Configures** [Operator productivity reports](REP-004.md): Exclude from reports on an operator account controls inclusion in applicable productivity calculations.
- **Configures** [Operator Log](REP-022.md): An operator timezone preference takes precedence over the website timezone in the log report.
- **Configures** [Personalised performance insights](REP-029.md): Operator preferences control shared-insight alerts.
- **Configures** [Operator accounts](ADM-007.md): Capacity and working preferences are part of the operator profile.
- **Configures** [Website, channel and subsite access](ADM-009.md): Operator settings include separate data-access, history-export and feature abilities.
- **Configures** [Supported languages](ADM-022.md): An operator's Primary Language setting selects their interface language.
- **Configures** [Password changes and recovery](SEC-002.md): Operators change their own password through My Account.
- **Configures** [Two-factor authentication for operator sign-in](SEC-003.md): Personal factor setup is in My Account.
- **Configures** [Email verification for protected exports](SEC-013.md): Allow History Export is a separate operator setting needed for conversation-history downloads.
- **Configures** [Customer identity and conversation visibility permissions](SEC-016.md): Operator configuration contains the personal-data access switch.
- **Related** [Importing and exporting operators](ADM-012.md): Review operator settings and capacity limits before filling the full-column import.

## FAQ and troubleshooting

### Why is the operator still unavailable after I raise a limit?

Check availability status, other workload limits, channel and subsite grants, skills and website routing policy.

### Why will the hard limit not save?

Check the relationship between the ordinary and hard limits. The live chat hard limit can be equal; a supplied social/text hard limit must exceed a positive ordinary limit.

### Why are custom fields missing?

Ask Powerfront to enable **Operator Custom Data** and declare its **Custom Data Variables** first.

### Why can I not change an image or workload limit?

Your account may lack the corresponding delegated manager permission, or website policy may control the value.

### Why did the operator's appearance ignore their personal choice?

Review the website's image and uniform policies as well as the operator's **Look** settings.