Settings

Call Settings

Short Call Threshold

The time interval, in seconds, to determine whether the call is short or abandoned.

X

X

X

Sudden Disconnect Threshold

The time interval, in seconds, to determine whether the agent handles the call or the call ends. The time determines if there is an issue with the connectivity or with the behavior of the agent. You can consider a call as disconnected if the call terminates within this time interval after it reaches a destination site.

X

X

X

Maximum Active Contacts

The maximum number of active conversations that you allow for the channel type. The maximum incoming or outbound conversations cannot exceed this value.

Note: The number of maximum active contacts depends on your license. Contact your organization administrator for more information.

X

X

Inbound Maximum Active Contacts

The maximum number of active inbound conversations for any channel. It includes calls, emails, or chats from all the sites, teams, DNs, queue, and ongoing calls, emails, or chats.

Beyond this number, the system drops any contact.

X

X

Outdial Maximum Active Contacts

The maximum number of active outdial calls, emails, or chats across the tenant at any point in time.

X

X

Other Settings

Allow Agent Threshold

If you set Yes, the system enables the Agent Threshold Alert feature for your enterprise.

All tenants with a Standard or a Premium license have Agent Threshold Alert.

Note: As of now, this feature is not available.

X

X

X

Maximum Callback Attempts

The number of times the system attempts a requested callback if the initial callback attempt fails.

X

X

X

Retry Callback Interval

The number of seconds between the callback attempts in case the initial callback attempt fails.

X

X

X

Pause/Resume Enabled

If you set Yes, agents can pause and resume recording a call. For example, the agent can pause a call recording while obtaining sensitive information from the customer, such as credit card information.

If you set No, you can later enable this feature for individual queues.

Note: You can use this feature only if your administrator enables the Privacy Shield feature for your enterprise. For more information, contact your administrator.

For more information, see Adding an Entry Point or Queue.

X

X

X

Recording Pause Duration

This setting specifies the time for which the system pauses the call recording. After the time has elapsed, the system automatically starts recording the call.

X

X

X

Record All Calls

If you set Yes, the system records all inbound and outdial calls.

If you set No, the system records calls based on the settings for each queue.

X

X

X