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VidyoEngage Tenant Admin: Managing Profile Behavior Configurations

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With VidyoEngage™, you can enable or disable profile behavior configurations for both the agent and customer.

Configuring the Customer’s Profile Behavior

To configure the customer’s profile behavior:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.
  2. Navigate to PROFILE > CUSTOMER.

    ProfileCustomerTab.png
  3. Select any of the following Customer Profile checkboxes:

    Name of Checkbox Description
    Mute Camera on Join Select this checkbox if you want to mute the customer’s camera when they join a conference.
    Mute Microphone on Join Select this checkbox if you want to mute the customer’s microphone when they join a conference.
    Mute Speaker on Join Select this checkbox if you want to mute the customer’s speaker when they join a conference.
    Show Sharing  Select this checkbox if you want the sharing application option to display during the customer’s conferences.
    Show Preview  Select this checkbox if you want the preview option to display during the customer’s conferences.
    Show Terms and Conditions  Select this checkbox if you want the terms and conditions to be provided to the customer before the customer joins the conference.
    For more information about configuring terms and conditions, see the Managing Terms and Conditions article.
    Show Streaming  Select this checkbox if you want a custom streaming video to be shown while the customer is waiting for an agent.
    For more information about configuring streaming video, see the Managing Streaming Videos article.
    Show Survey  Select this checkbox if you want survey questions to display at the end of the customer call.
    For more information about configuring surveys, see the Managing Surveys article.
    Show Skill List  Select this checkbox if you want the customer to be able to route an ad hoc call based on the list of configured skillsets.
    Show Background Image  Select this checkbox if you want background images to display for customers while they wait for an agent to pick up their interaction.
    For more information about configuring background images, see the Managing Background Images article.
    Show PreCall Test

    Select this checkbox if you want the customer to see his camera preview before joining the call with an agent.

    Show Wait Time/Queue*

    * Feature supported by VidyoEngage client versions 18.5 and later

    Language*

    * Feature supported by VidyoEngage client versions 18.5 and later

    Mobile App Prefix* 

    * Feature supported by VidyoEngage client versions 18.5 and later

    Customer Logo URL*

    * Feature supported by VidyoEngage client versions 18.5 and later

    iOS App Store URL*

    * Feature supported by VidyoEngage client versions 18.5 and later

    Android Play Store URL*

    * Feature supported by VidyoEngage client versions 18.5 and later


Configuring the Agent’s Profile Behavior

To configure the agent’s profile behavior:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.
  2. Navigate to PROFILE > AGENT.

    AGENT_PROFILE.png
  3. Select any of the following checkboxes and then enter any information into the applicable fields:

    Name of Checkbox Description
    Mute Camera on Join Select this checkbox if you want to mute the agent's camera when they join a conference.
    Mute Microphone on Join Select this checkbox if you want to mute the agent’s microphone when they join a conference.
    Mute Speaker on Join Select this checkbox if you want to mute the agent’s speaker when they join a conference.
    Show Sharing App Select this checkbox if you want to give the agent the ability to share applications running on their desktop during conferences.
    Show Sharing Desktop Select this checkbox if you want to give the agent the ability to share their entire desktop during conferences.
    Show Preview Select this checkbox if you want to give the agent the preview option during conferences.
    Show Interaction Notes Select this checkbox if you want to give the agent the option to take notes during conferences.
    Recording Select this checkbox if you want the call to continue if the recorder does not join the call. If enabled, the call will drop IF the recorder does not join the call within 60 seconds.
    Blacklist substring Enter which applications cannot be shared in the Blacklist substring field.
    Whitelist substring Enter which applications can be shared in the Whitelist substring field.
    Email
    Notification Option  Select Disabled, Local or Backend.
    Use Notification CC Select Disabled, Local or Backend. If you select Disabled, the agent will receive the scheduled call link and will need to manually send this link to the customer via their preferred communication channel. If you select Local, email notifications for scheduled calls will be generated by the agent's local email client. If you select, Backend, the email notifications for scheduled calls will be generated by the VidyoEngage server.
    Attach Terms of Service Select this option to attach the Terms of Service to an email if email notifications are enabled. This allows the customer to review the terms of services prior to the scheduled call.
    Attachment Filename The default attachment file name is Terms of Service.pdf; however, you can customize the name of the attachment file name in this field.
    Local Notification 'Subject' In the Notification Subject field you can customize the subject of emails that are sent when the 'Local' email notification is enabled.
    Local Notification 'Body' In the Local Notification Body field you can customize the body of email notifications that are sent when the 'Local' email notification is enabled.
    Backend Notification 'Subject' In the Backend Subject field you can customize the subject of emails that are sent when the 'Backend' email notification option is enabled.
    Backend Notification 'Body' In the Backend Body field you can customize the body of email notifications that are sent when the 'Backend' email notification option is enabled.
    SMS
    Notification Option  Select Disabled, Local or Backend. Select either Local, or Backend to send the SMS message from the local mobile device or backend server. This allows an Agent on any supported desktop/mobile device to enter a mobile phone number in the Agent dashboard to send an SMS text to a customer's phone with a message and the scheduled meeting URL link. 
    Notification "Body" In the Notification "Body" field you can customize the notification or use the system default.
    Interaction URL* * Feature will be supported in later version. 
    Notification Ring Volume* * Feature will be supported in later version. 
    Notification Ring Count* * Feature will be supported in later version. 
    Date Format* * Feature will be supported in later version. 
    Time Format* * Feature will be supported in later version. 
    Max Scheduled Call Duration (hours)* * Feature will be supported in later version. 
    Default Scheduled Call Duration (hours)* * Feature will be supported in later version. 
    Transfer Call* * Feature will be supported in later version. 
    Invite Additional Customer* * Feature will be supported in later version. 
    Invite Additional Agent* * Feature will be supported in later version. 
    Use Share on Windows 8 and Later* * Feature will be supported in later version. 
    Use Web Proxy* * Feature will be supported in later version. 
    Web Proxy Address* * Feature will be supported in later version. 
    Web Proxy Port* * Feature will be supported in later version. 
    Allow Sending Custom URLs* Select this checkbox to send custom URLs from the Agent's In-call right panel. Note: This is part of the Custom Webview Container. 
    Custom Icon URL* Enter a custom icon URL that you want to display in the Customer view. Note: This is part of the Custom Webview Container.   
    Custom Button Label* Enter the name of the button label that you want to display in the Agent dashboard (e.g., "New DocuSign"). Note: This is part of the Custom Webview Container. 
    Custom Send Button Label* Enter the name for the Send button that you want to display in the Agent dashboard (e.g., "Send DocuSign Link"). Note: This is part of the Custom Webview Container.  
    Schedule Call URL* In the Notification Option in the SMS section above, select either Local, or Backend. Then from the Scheduled Call URL in the Agent dashboard, send an SMS text to a customer's phone with a message and the scheduled meeting URL link. 
    Schedule Page Layout There are two new Schedule Landing pages that can display on either Android or iOS devices. Select either of the two Schedule Page Layouts: 1.) Default 1 or 2.) Option 1 with applicable URL "Schedule_Call_Client".
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