The global settings define behaviour across the whole of LeadDesk. They include time and date formats, and currency settings as well as filter and data retention preferences.
Some options are only available in LeadDesk release 26.x, if you are using version 11.x, those options will not be available.
To change these settings, in you Admin account:
- Go to the Settings page.
- Go to the Global settings subpage.
In the Date and time section:
- Click the Date format drop-down list to select how dates should appear across LeadDesk.
- Click the Time format drop-down list to select how times should appear across LeadDesk.
- Click the Default timezone drop-down list to choose which time zone your activity is in by default.
In the Language section:
- Click the Client language drop-down list to choose the default language for call transcripts. See the article Activating AI Transcriber for your projects for more details.
In the Currency section:
- Click the Currency drop-down list to select the preferred currency to use across LeadDesk.
In the Office filter settings section:
- Many of the Overview pages allow you to filter their lists based on Office. This setting determines whether the office considered is Agents' office or the Project's.
In the Shortcut keys section:
- Set shortcut keys for agents using the Omni interface.
- Associate function keys with actions in the agent interface including start/stop inbound, mute call, conference call options and log out.
- Any keys already assigned to a global outcome are not available for shortcut keys.
In the Omni contact's history section:
- Click the View for contact’s history in Inbound tab dropdown to make the important decision to use Linear or Conversation, as described earlier.
- For more information see Conversation view and Linear view of contact history.
In the Data retention section:
- This setting determines how long data is held on your system. Type a duration in months, with a maximum value of 120 months (ten years).
In the Audio codecs section:
- Click the drop-down lists to choose which codecs are used for Application calling and Browser calling. Do not change these settings unless you are absolutely sure you need to.
In the Message channel settings section:
- Click to tick the checkbox for Allow Omni agents... to add a Queues view to the agents' Omni interface. This will let agents view the current queues and select messages from them.
- When an agent makes a manual call out from their Inbound tab, the Default project for Inbound... determines which project, and thus which contact list, a new contact will be added to.
- The source of active contacts drop-down list determines whether contacts offered to agents should show as from the project or the latest queue the contact was in.
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In this example, the email from Rob lists Finland -Customer service which was the most recent queue this email was in. If The source of active contacts setting was changed, it would display the project associated with that emails instead. |
- Click to tick the Enable agent capacity limitation checkbox to set an upper limit on the number of active contacts your agents can have. If an agent reaches the limit, they will not be offered any more messages until their active contacts falls below the limit again. The active contacts limit does not apply to calls.
- Click to tick Automatically unsnooze conversation... if you want a snoozed conversation to wake up if a new inbound message arrives for that conversation.
Transfer settings
- Click to tick Allow agents to transfer conversation to queues they don’t have access to option to enable Omni agents to transfer conversations to a queue they cannot serve, for example to allow first line agents to escalate to a second line queue.
Notes
- Click to tick Allow agents to edit and delete notes if you want agents to be able to change or fix notes that they created in Omni.
Categories
- Click to tick Enable categories for calls and messages if you want to use categories. Only available if you have opted for Conversation view of the contact’s history.
Enquiry time in queue
- To let agents see how long a call or message has been waiting for, click the Show how long an enquiry has been waiting […] drop-down and select On.
The Facebook app management section
This section is part of the setup for Facebook messenger for Omni.