Transcript
Here is how to update your profile, and what each settings tab is for, from your theme to your headset test.
Your profile and settings open from the user menu, your username at the top right. Select Profile.
Edit Profile holds your First Name, Last Name, Email Address, and Phone Number. Change what you need, then select Update Profile.
Your email matters: it is used for notifications, like voicemail emails, and as the sender for your emails to customers.
Settings has four tabs. Each tab has its own save button, and Save All Settings, at the bottom, saves every tab at once.
General Preferences switches Dark Mode, Compact View, and whether the sidebar shows by default, and sets your Language and Timezone.
Then select Save General Settings.
Call Settings shows Auto Answer, its delay, and Call Recording. A setting your agency controls is locked, and says Required by your agency policy.
Security sets your Session Timeout, how long you stay signed in without activity. Change Password asks for your current password, and the new one twice.
Audio Settings tests your headset. Select Start Recording, say a few words, then select Stop Recording.
Select Play Recording to hear it back. If you hear yourself, your microphone and speakers work. Discard removes the clip.
If the audio test can't reach your microphone, see Softphone and Microphone Problems.
Your Profile holds your name and contact details; Settings holds your preferences, call settings, password and audio test. Both open from the user menu (your username, top right). This article is for everyone.
Your profile
Profile shows your Personal Information: full name, username, email address, phone number, role, agency and current status.
To change your details, use Edit Profile on the right:
- Change your First Name, Last Name, Email Address or Phone Number.
- Select Update Profile.
Your email address matters: it is used for notifications (for example voicemail emails) and as the sender for emails to customers. Your role and agency are set by your admin; see Understanding Roles and Permissions.
Settings
Settings has four tabs. Each tab has its own save button, and Save All Settings at the bottom saves every tab at once.
General Preferences
| Setting | What it does |
|---|---|
| Dark Mode | Switches to the dark theme. The sun/moon button in the top bar toggles it too. |
| Compact View | Groups sidebar items into collapsible categories. |
| Show Sidebar by Default | Keeps the navigation sidebar open when pages load. |
| Language | English, Español, Français or Deutsch. |
| Timezone | Eastern, Central, Mountain, Pacific or UTC; used for the times you see. |
Select Save General Settings.
Supervisors and admins also have Agent View Mode here; see Taking Calls as a Supervisor.
Call Settings
| Setting | What it does |
|---|---|
| Auto Answer | Connects queue calls for you, without a click. |
| Auto Answer Delay | Seconds before an auto-answered call connects. The ring alert still plays when the call is offered. |
| Call Recording | Whether your calls are recorded. |
Your agency decides whether you can change each one. A setting your agency controls is locked and shows "Required by your agency policy" or "Controlled by agency".
See Making & Receiving Calls and Call Recording.
Security
- Session Timeout sets how long you stay signed in without activity: 30 minutes, 1 hour (default), 4 hours or 8 hours. Select Save Security Settings.
- Change Password asks for your Current Password, a New Password and Confirm New Password.
Forgot your password? Your admin can reset it; see Creating Your Account & First Login.
Audio Settings
Test your microphone and speakers: select Start Recording, say a few words, select Stop Recording, then Play Recording. Discard removes the clip.
If the test cannot reach your microphone, see Softphone & Microphone Problems.
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