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Change Password

The agent can change their personal password here. The bar next to Password strength indicates the password strength: A green bar means that the password corresponds to the minimum strength and can thus be used. If the bar is red, the password must be made more complex by adding any special characters, upper and lower case letters, and numbers.
The required password strength is specified system-wide in the iAGENT Supervisor. Only new passwords that match the specified password strength are accepted.

Individual Settings

The Individual Settings menu option enables agents to customize their novomind iAGENT Desk user interface and properties (all settings in this menu can also be configured in the Supervisor – individually per user or as a bulk edit for multiple users).
The following settings can be done in the configuration menu:

  • Save as draft every:
    This is used to define at which intervals the system should automatically save a draft of the mail that is currently being processed. The back-up copy is stored in the Drafts folder and can be accessed there and opened as required. If the original mail has been sent to the customer, the back-up copy is automatically deleted from the drafts folder.
  • Max. number of messages in ‘sent’ folder:
    The agent uses this option to decide whether or not a copy should be made and saved of all the mails they have sent. The agent then selects the number of mails they wish to process. If this function has been activated, an extra sub-folder will be added to the folder list just underneath the “Drafts” folder. The number displayed in brackets indicates the number of mails that folder contains.
  • Date format:
    Defines the type of date format, all date fields shall be displayed like.
  • Language:
    This option is used to set the language in which the novomind iAGENT Desk is displayed. You can choose between Arabic, Chinese, Croatian, Czech, Dutch, English, Finnish, French, German, Hungarian, Italian, Norwegian, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish, Swedish or Turkish. Please note that if you change the language, you must first click on the Save button to confirm your choice. All novomind iAGENT Desk buttons and other elements are then automatically displayed in the chosen language – at the latest once the agent has clicked on the Refresh button.
    On changing to or from the arabic language a forced logout may occur because the writing and display orientation will be switched to or from right-to-left.
  • Text modules position:
    This is where the agent can define whether the text module bar should be displayed at the top or the bottom of the mail. The position of the text module toolbar will change as soon as this setting has been defined and saved.
  • Confirm when sending:
    The agent can use this field to define whether a confirmation should (yes) or should not (no) be requested before a mail response is sent. In the latter case, mails are dispatched as soon as the Send+close, Send as intermediate reply and Send after clearance option has been selected.
  • Select inserted text modules:
    This permits to specify whether text modules – with the exception of the module types address, salutation and TOP text – shall be highlighted automatically when inserted into a reply text. A notable benefit of automatic highlighting is the fact that erroneously selected text modules can easily be removed with a single mouse click while selected.
  • Auto select personal inbox on manual pull:
    If set to Yes the focus changes to the personal inbox where the just pulled mail will be selected directly to start working on it immediately. If set to No the focus stays in the global inbox what assures to pull multiple mails one after another without leaving the global inbox unexpected.
  • Hide empty category folders (since version 12.19)
    Use the checkbox to control whether category folders for which there are no open tickets are displayed Desk (in the global inbox) and in the Supervisor (in the backlog).
  • Theme (since version 12.14)
    The design of the user interface can be changed here. In addition to the classic design (Default), a dark design (Dark Mode) and the classic design with a higher contrast (Contrast) are available.

To save the settings, click on the Save button located in the lower window. The agent’s personal settings are saved permanently and the next time they log on to the novomind iAGENT Desk, the desktop and other properties will be displayed according to the settings that have been selected.