Others - General

The purpose of the General section is to configure and define key parameters that are essential for the daily operations of agents. These settings form part of the core product configuration and ensure smooth and consistent functionality during regular use.

Access the General tab via Toku Admin Portal: Admin Portal> Configuration > Others > General. 
Partial page screenshot is available below:

 Details

1. Not Ready State Threshold: This setting defines the threshold value, in minutes, beyond which agents in the "Not Ready" state will be highlighted. Admins or supervisors can configure this value to monitor agent availability. Agents exceeding the threshold will be visually flagged using different colors, depending on the duration they have remained in the "Not Ready" state.
2. Disable Desktop Notification: This setting allows the admin to toggle desktop notifications on or off. When enabled, agents will receive a visual desktop alert in addition to the ringing sound when an incoming call is received. It is recommended to keep this setting enabled, as it helps agents notice calls even while working in another application or browser tab. Refer to the link for a preview of how it will appear on the Agent side.
3. Auto Revert Status: If enabled, the agent’s status will automatically change to "Available" Previous Status after a missed or rejected call. If disabled, the agent will remain in "Call Not Answered" status until manually changed.
4. Grace Period: During the grace period, if the agent manually changes their status to "Lunch" or "Break," the status should not be automatically changed to "Available" unless there is another manual intervention. This is only applicable when the status is “Call Not Answered”. Value in seconds.
5. Password Expiry: This field allows admins to set the number of days after which a user's password will expire. Please note that this setting is applicable only to non-SSO users.
6. Auto Answer Setting: This setting determines whether incoming calls will be automatically answered. If configured with a delay (e.g., 5 seconds), the Answer and Reject buttons will be displayed for that duration. After the set time, the call will be auto answered. This feature can have both advantages and disadvantages, and it is up to the admin to enable it based on the appropriate business use case.
7. After Call Survey (ACS): This setting determines whether incoming calls will be automatically routed to the After Call Survey once the agent hangs up. The ACS call flow must be specified, as it defines where the caller will be directed after the call ends.
8. Language: This setting defines the list of languages available to the user. Multiple languages can be enabled, and users may select their preferred language from the available options. The admin can also set a default language for each user. Agents have the flexibility to change their language preference from the Profile settings in the Agent Portal. Note: Users can only select languages that are part of the predefined available list. All menu items will be translated into the selected language.
9. Time Zone: This setting defines the user's time zone. All statistics and reports will be displayed and calculated according to the time zone configured for the user. gents have the flexibility to change their time zone preference from the Profile settings in the Agent Portal