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Configure Global Agent Options in ContactNow
8x8 Support

Configure Global Agent Options in ContactNow

Administrators can set Global Agent Options in System setup under Configuration to control how agents can connect a call, and more. Learn more here.

Global Agent Options

Administrators can set Global Agent Options in Configuration > System setup to control how agents can connect a call, and more.

  • Login Options: Allows the administrator to set their preferred method of agent log in. The available options are Softphone, Desk Phone, and On Demand.
  • Manual Call: Defines whether the agent can manually dial phone numbers from the ContactNow dialer.
  • TPT Dial: Enables or disables the Third Party Transfer option, which allows agents to transfer a call to a third party.
  • Blind Transfer: Option appears when TPT Dial is enabled. This allows agents transfer a call directly to a third party without first speaking to them.
  • Show Call History: When enabled, the agent interface will display the call History sub-tab of a call queue while the agent is on a call.
  • Pause Recording: Allows the agent to pause the recording of calls in progress to avoid capturing sensitive personal and / or financial information.
  • Schedule Call Assignment: Allows the agent to assign scheduled calls to other agents, or unassign them to the general pool.
  • Call Highlighting: Allows agents to highlight specific parts of their calls, e.g., customer details. Recorded highlights can be listened from the Call highlights Report (only if this option is enabled).
  • Show Balance to Agents: Defines whether or not to show the contact center balance at the top right of the interface to agents.
  • Show Balance to Supervisors: Same as Show Balance to Agents but only to those with supervisor's access.
  • Reset Queue: When set to Yes, this option forces an agent to select an outbound call queue from the dialer before making a manual outbound call.
  • Enable Tags: Enables or disables the option to tag a call. Tags can also be made mandatory when tagging is enabled. Read more on how to Manage Tags.
  • Force Agent Available: Immediately forces an agent into Available status when they first log in to the dialer.
  • Enable Outcome Grouping: When adding new outcomes, you can organize them into groups.
  • Show System Outcomes: System Outcomes are a collection of default, pre-set call outcomes which cannot be changed.
  • Collapse Outcome Grouping: Automatically collapse grouped outcomes into title bars during disposition. Clicking on a group title will expand that group.

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