🧑‍🔧Profile settings

User Statuses and Substatuses

The status shows if a user is available for a conversation and, if not, provides a reason for their unavailability.

Upon logging in, the default user status is Busy - System.

Users must be in the Online status for dialogs to be automatically assigned to them.

There are the following Statuses and Substatuses in the system:

  1. Online – a user is logged into the system and ready to handle dialogs.

  • Idle - an agent is idle with no assigned conversations.

  • Interacting - an agent is handling conversations. At least 1 conversation has been assigned.

The system automatically selects a substatus for the Online Status based on whether an agent has any assigned conversations.

  1. Busy - a user is logged in, but not ready to handle dialogs.

  • System - (system) the substatus a user is automatically switched to upon login.

  • Not responding - (system) the substatus a user is automatically switched to if they do not answer (accept) a conversation within the Alerting Timeout.

  • Other substatuses are created by users (For more details - Substatus settings)

When switching to the Busy status, a user must select a substatus to indicate a reason, such as a break, lunch, etc. The system automatically switches to system substatuses when certain events occur, (e.g. if an agent does not accept a conversation, the system automatically switches substatus to Busy - Not Responding).

  1. Offline - not in the system. The status is not available for selection. A user is automatically switched to this status when logging out.

Shortcuts

You can use keyboard shortcuts for common operations.

The following shortcuts are available:

  • Open conversation

  • Toggle snooze dropdown

  • Go to Contacts Dashboard

  • Go to Settings

  • Resolve Conversation

  • Go to Conversation Dashboard

  • Go to Reports sidebar

Profile settings

In the Profile Settings tab, users can set a personal avatar, change personal information, password, control access from other devices, and copy the access key.

Profile

  • Profile image

  • Your full name

  • Display name - a name that will be displayed in an online chat, for example, Agent 1

  • Your email - an email address used to log in to NovaTalks

  • Site language

  • Time zone

Password

  • Current password

  • New password

  • Confirm new password

Devices

The Devices tab allows users to control access to their account by viewing detailed information about each active session and terminating unnecessary or suspicious sessions.

  • active session on the current device

  • active session on another device with the option to end the session

The user can log in only once from one type of device.

Access token

  • Access token - a key that can be used when creating an API integration

Logout from NovaTalks

An option to log out of the system.

It is essential to log out of the system at the end of the workday to ensure accurate status statistics.

After logging out, an agent status automatically changes to Offline.

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