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Personal Configuration

Every agent has a self‑service Personal Configuration page. Settings saved here take effect immediately for all new conversations. Personal configuration page

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1. Skills

Select all skills that apply to you. The routing engine uses an AND weighting model:
  • All of your skills must match the request.

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2. Contact details

FieldUse case
Mobile Phone NumberPSTN transfer when you’re away from your desk.
SIP TrunkInternal desk phone or soft‑phone endpoint. Only numeric/URI IDs are accepted.
If both are filled, SIP is attempted first, then falls back to PSTN.

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3. Concurrency limits

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Max Concurrent Chats / Emails

Hard‑caps the number of simultaneous sessions routed to you.
ScenarioExample
Busy periodsLower the limit to maintain response quality.
On‑call coverageIncrease temporarily to pick up overflow.
Changes affect new sessions only; ongoing sessions remain assigned.

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Saving changes

  1. Verify each field.
  2. Click Submit.
  3. The toast notification “Configuration saved” confirms success.

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Troubleshooting

SymptomResolution
Skill not in the listAsk an admin to create it under Admin → Skills.
Calls not reaching mobileEnsure the number is in E.164 format and that your carrier allows inbound calls from interal endpoints.