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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.
    Notification "Body" In the Notification "Body" field you can customize the notification or use the system default.
    Interaction URL* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Notification Ring Volume* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Notification Ring Count* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Date Format* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Time Format* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Max Scheduled Call Duration (hours)* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Default Scheduled Call Duration (hours)* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Transfer Call* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Invite Additional Customer* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Invite Additional Agent* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Use Share on Windows 8 and Later* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Use Web Proxy* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Web Proxy Address* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Web Proxy Port* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Allow Sending Custom URLs* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Custom Icon URL* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Custom Button Label* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Custom Send Button Label* * Feature supported by VidyoEngage client versions 19.1.0 and later
    Schedule Call URL* * Feature supported by VidyoEngage client versions 19.1.0 and later
    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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