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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 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.


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.

    profileagent.png

  3. Select any of the following checkboxes:

    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.
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