User Options

User Code

This is the User ID of the currently logged in user. It cannot be modified.

User Name

Enter your name.

Letter Closing

Enter the text that you would like to precede your signature on letters that you create. The default closing is "Sincerely."

Letter Signature

Enter your name as you would like it to appear in the signature line on letters that you create. Your letter signature can be an alias.

The name you enter will display as a script signature when you select the Add Signature button on the Letter Editor.

Letter Job Title

Enter your title as you would like it to appear beneath your name on letters that you create.

Report Date Format

Select the format to use when displaying dates on your Emplifi Agent reports. Choose from:

• Blank or Use Date Format of Agent/System: uses the System date format that is set in the System Parameters.

• yyyy-MM-dd

• dd-MMM-yyyy

• dd/MM/yyyy

• MM/dd/yyyy

Report Time Format

Select the format to use when displaying time on your Emplifi Agent reports. Choose from:

• Blank or Use Time Format of Agent/System: uses the System date format that is set in the System Parameters.

• Do not show Time

• HH:mm:ss (24hr)

• HH:mm (24hr)

• hh:mmAM/PM

• h:mmAM/PM

Default Letter Priority

The drop-down menu controls the default value for letter priority. The drop-down menu displays options from 1-9. 1 is the highest priority, 9 is the lowest.

Default Company ID

When you start Emplifi Agent, this is the company ID that you will be given to use by default. If you have permission to work within multiple companies, you can choose to make another company your default.

Email

Enter your personal email address.

Receive Email

Subscribes you to receive emails from Emplifi Agent for things such as new actions.

View Case Polling Period

Enter the number of seconds that should elapse between automatic refreshes of the Open Cases view.

View Queue Polling Period

Enter the number of seconds that should elapse between automatic refreshes of the Case Queues view.

Language ID

Enter your Language ID in this field. Any translatable screen elements will be displayed in the selected language if you have the proper language pack installed and if window layouts have been generated for your selected configuration and language.

If you leave this field blank, the system tries to use the language set in your browser and configuration settings.

Case History Length

Enter a value between 1 and 10 for the number of cases you want to save to History. The Case History stores any case you have accessed up to the number entered here. Cases accessed more than once only show as one entry.

If you enter a value in this field a drop-down menu displays in the Smart Search field. Click the drop-down menu to view the list of cases saved to the History. Cases are shown in the order in which they were accessed. If the case has been deleted since you last accessed it and you select it from the drop-down menu, the "Case not found" dialog displays.

Notifications Timing (sec)

Enter the number of seconds a system message should appear before it fades and disappears.

Entering 0 requires you to click a mandatory message to dismiss it. All other messages can be clicked or hovered over to dismiss.

System Messages include error messages, warning messages, informational messages, etc.

Open Social Media window on case open

Select this check box to display the minimized Social Conversation Panel when opening a case. The agent can maximize the panel and move it on the screen as necessary.

AAI User Name

Enter the user name that you use to sign in to the Emplifi Agent Interaction system. It is often, but not always, the same as your Emplifi Agent user name. If you are not sure, consult with your administrator.

If you use Amazon Connect, enter your Amazon Connect user name.

AAI Password

Click the Change Password button and enter the password that you use to sign in to the Emplifi Agent Interaction system.

If you use Amazon Connect, enter your Amazon Connect password.

Station / Phone

Enter the name of the station where you are logging on. This allows calls to be directed to the proper location. If you will be doing a remote connection, you should enter the phone number (including area code) where you want the calls to be directed.

Initial Status

Enter the status that you would like to be set to each time you log on to Emplifi Agent Interaction. Leave the value blank to remain at the status that was set when you last logged out of the system.

Forward Phone Number

When you are set to a status such as "Available, Forward," this is the phone number to which your calls will be redirected.

Confirm All Disconnects

Select this option if you would like to receive a warning message each time you try to disconnect a call by clicking the Disconnect button in the Emplifi Agent Interaction banner. This prevents you from hanging up on callers if you accidentally click the wrong button.

Queue Stats Traffic Light

This field is for the Emplifi Agent Classic interface. It is not used in the Standard interface.

Select this option to have the Queue Statistics Traffic Light appear in your Windows system tray.

ICELib does not support statistics reporting and is not available when integrating with CIC 3.0. If the Queue Statistics option is enabled and you are configured for ICELib, the traffic light will not be shown. Additionally, the Queue Statistics navigator will not be displayed in Emplifi Agent Interaction.

Old Web Password

Enter your current password that you use to log in to Emplifi Agent.

New Web Password

Enter a new value in this field. If your system is set up to use Windows authentication (you are automatically logged in under your Windows account name without being prompted), changing the password here has no effect.

The password change takes effect as soon as you click the Save button on this screen.

Confirm Password

Re-enter the new password here to ensure that you entered the expected value. If the passwords do not match when you click Save, a warning message displays, and the value is not changed.