Client Profiles #

Client Profiles are used to control specific features of ~.UcClient.~ clients, allowing them to be restricted from certain users or customized.

Default Client Profile #

Each account is configured with a System default client profile which is assigned to all users by default. This profile cannot be removed or customized, it exposes all features of the ~.UcClient.~ clients.

All new users added to the system without an explicit client profile, will be assigned this one.

General Settings #

Allow presence selection #

When enabled, users will be presented with a list of presence states to choose from. If disabled, presence profiles will not be visible to the user and their presence will automatically be reset to 'Available'.

Allow presence profile overrides #

When this is disabled, users can select their current presence, but they will not have access to override the routing associated with it. When enabled, users can choose which of their devices will ring and for how long on each of the available profiles.

warning
Any profile customizations will be lost if a user has the ability to override presence profiles removed.

This option is only available if 'Allow presence selection' is enabled.

Allow ACD status control #

When enabled (and the user has been given an Agent Role), users will be presented with the ACD control features within ~.UcClient.~ clients. This will allow them to log in/out, as well as set themselves into an 'Away' or 'Free' status.

tip
For users that are purely ACD based, it may be beneficial to disable presence selection so there is no confusion between presence and ACD status.

Allow queue availability control #

When enabled, ACD users will be able to change their availability in individual queues, allowing them control over which queues they wish to take calls from. When disabled, they can only change their overall availability. This option is only available if 'Allow ACD status control' is enabled.

note
Users can only change their availability in queues they have already been made a member of.

Allow call dispositions #

When enabled, the 'Dispositions' history area will be exposed to the user in their ~.UcClient.~ Web client. They will also be prompted to enter a disposition on any call that requires one.

Analytics Settings #

If a user has been given access to the Personal Dashboard features, the settings below will control the different features that they see through their ~.UcClient.~ Web client.

note
Access to the Personal Dashboard is only provided through the ~.UcClient~ Web client, not the desktop or mobile client.

Show personal dashboard tiles #

When enabled, users will be able to see the tiles that have been configured for them on their personal dashboard. If more than one Personal Dashboard view has been configured in their Workspace, they will be able to switch between views on their client.

Show unreturned call grid display #

Allows the user to see the unreturned call grid on their personal dashboard. This will show them a list of external calls that have not been returned and the customer has not dialed back in.

Show the queue grid #

Allows the user to see a Queue Grid on their personal dashboard. This will show them the current status of queues that they are a member of.

User Assignment #

The users tab allows you to view which users are already using the profile and allows you to assign or un-assign users as required.

Un-assigning a user will revert them back to the system default profile.

note
A user can only be assigned to one profile at a time. Assigning a user to a profile will automatically remove them from the one they are currently assigned to.