As an administrator, you can configure much of the agent's experience when they're using the agent adapter.
Access the agent adapter
The agent adapter is the interface that agents use to handle customer interactions. It's also the interface that you, as an administrator, use to configure settings for the agent adapter.
To access the agent adapter, follow these steps:
In the CCAI Platform portal, go to Agent adapter.
To open the agent adapter, click Open agent adapter.
The agent adapter can also be embedded as an iframe in a custom application or CRM. Refer to the Custom CRM integration guide for more information on embedding the agent adapter as an iframe.
Configure agent status settings
On the Operation management page of the CCAI Platform portal, in the Agent status section, you can configure agent status settings, such as:
The agent's status on login.
The agent's ability to stop receiving new calls and chats.
The agent's ability to transfer calls or chats.
The agent's ability to receive calls on their mobile phone.
To configure settings in the Agent status section, follow these steps:
In the CCAI Platform portal, go to Settings > Operation Management.
Find the Agent status section.
Configure the settings the way you want them, and then click Save agent status.
Configure call details
On the call display of the CCAI Platform portal, in the Call details section, you can configure call details such as:
Call recordings.
The agent's ability to leave calls after adding a third party.
Call countdown and expiration.
Call history.
The hold time counter.
To configure settings in the Call details section, follow these steps:
In the CCAI Platform portal, go to Settings > Call.
Go to the Call details section.
Adjust the configuration based on your requirements.
Click Save call details.