General Settings
Case & Contact Management settings allow you to make system-wide changes to how cases and contacts are treated in Agent Desktop. Note that the settings shown here apply only to section Case & Contact Management, and they differ from the general settings shown in section Call Center Configuration.
Automatically pin the case for the creating user
Selecting this checkbox allows cases created from an active call or chat to be automatically pinned to the creating agent. Automatically pinning interactions helps agents to keep better track of work by preventing important chats and calls from getting lost.
Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.
Setting final disposition resolves case
If this checkbox is selected, setting the disposition on a case to any option in the Final category will resolve the case.
Resolved case becomes closed after
If a case has been dispositioned as resolved, the case will be automatically closed after a specified number of days; the default number of days is 14.
コンタクトとケースのフォルト検索結果を表示する
このチェックボックスが選択された状態で、エージェントが マイケースの検索バーを使用すると、最初の200ケース/コンタクトの検索結果が表示されます（作成日時で降順に表示）。このチェックボックスが選択されていない場合、検索結果は表示されません。その代わりに、エージェントのテーブルの中央に"検索条件の入力"が表示されます。デフォルト設定はチェックされています。