Configuring Your User Profile
Your user profile is a collection of information about you that may be relevant to the tasks assigned to you as an employee. Typically, you can enter and/or edit your profile yourself. For example, the chat nickname you select for yourself may be displayed to customers, and they will be likely to use that nickname when chatting with you.
Navigate to Settings > Profile to view and edit your profile data.
Some elements of your profile may be preconfigured for you by your system administrator. Whether you can change such preconfigured profile elements, and whether you are expected to enter and subsequently update any undefined elements of your profile, depends entirely on your contact center practices. You will receive detailed instructions regarding your profile setup and maintenance from your system administrator.
The elements of your user profile are divided into the following sections.
Profile section
Name
Your first and last name.
Title
Your job title.
Photo
If uploaded to your profile, your photo will appear in the Contact Info Panel of the Agent Desktop applications of other employees during your internal communications.
Depending on your contact center configuration, this photo may also be displayed to customers when they communicate with you using chat.
The default maximum size of uploaded photos is 10 MB; the photo will be compressed to fit the user interface elements where it is displayed. Note that the maximum size of uploaded files may be further limited by your system administrator.
Contact Info section
Extension
The internal phone number assigned to you in the system. It is read-only.
Work phone
Your direct work phone number is used for information only.
Mobile phone
Your mobile phone number is used for information only.
Your work email address. The system will use this address for delivery of password reset instructions and your voicemail messages. It must be specified if you have permission and intention to use voicemail.
Chat nickname
The name that will be displayed to customers when they communicate with you via chat.
Location
The Location section of your profile contains settings related to your time zone, language, and regional information.
Time zone
The time zone where you normally reside. It is used for information only. For any time-dependent tasks, the system will determine your time zone based on your contact center configuration.
Language
Your preferred display language.
In Agent Desktop 2.0, you can select the display language of the user interface from a list of available languages in Settings > Profile (Location section). The selected language is applied immediately and does not require you to reload the application or log in again.
The first option in the language list is System Default. When selected, the display language is determined by your browser language settings. If the browser language is not available, English (United States) is used.
The selected language is applied to all interface elements for which translations are available. Elements without available translations are displayed in English.
Locale-specific date and time formats are applied based on the selected language and, in some cases, country.
Supported languages include English (United States, New Zealand, South Africa), Spanish, Japanese, German, Korean, and Arabic. Some languages, such as Arabic, may be displayed using right-to-left (RTL) layout.
This setting does not affect the process of delivery of customer interactions to you. If you provide services in different languages, those languages will be configured as your skills by your system administrator elsewhere in the system.
Country
The country where you normally reside. This property is used for information only.
State/Province
The state or province where you normally reside. This property is used for information only.
City
The city where you normally reside. This property is used for information only.