System settings

In the system settings, you make the global settings for various system functions and behaviour patterns. These general settings can be overridden in part by individual settings for users, groups, tenants, accounts and categories.

Agent tab

General

• Agent session timeout on idle [min]:
  Inactive agents are logged out by the system after the time defined here.
• Logoff agents on inactivity timeout:
  Inactive agents are set to idle mode or logged off by the system after lapse of the time defined here.
  Inactive agents are set to idle mode or logged off by the system afer lapse of the time defined here.
• Auto switch template on recategorization:
  Defines whether the response template is automatically changed when the agent carries out a recategorization.
• Set ready state after Login for mail:
  Determines whether the agent has the state Ready after login and receives mails. The state unknown means that the parameter was not previously set in the system configuration.
• Set ready state after Login for chat:
  Determines whether the agent is available for chats after login. The state unknown means that the parameter was not previously set in the system configuration.
• Set ready state after Login for call:
  Determines whether the agent is available for inbound calls after login. The state unknown means that the parameter was not previously set in the system configuration.
• Use Web Agent profile cookies:
  Personal settings of the agents (e.g. for display) can be saved via cookie.

Editor

• Allow change of reply-to address:
  Allows the agent to set the response address manually when editing mails in the editor.
  This input field is hidden by default and can either be made visible on clicking on the CC label by the agent, or by setting the Display BCC address setting to Yes by the supervisor (see below).
• Allow changes to template:
  Allows the agent to select another response template.
• Allow changes to CC addresses:
  Set up for the agent to adjust the CC addresses of mails.
• Display BCC addresses
  The BCC address and the reply-to address selection are hidden in the editor by default. With this setting, it can be configured that these input fields will always be displayed.
• Allow changes to BCC addresses:
  Authorises the agent to edit the BCC addresses of mails.
• Allow answering emails using HTML format:
  Provides the agent with the right to use the HTML editor.
• Auto switch to HTML edit mode:
  Activates the automatic display of the HTML view of the response proposal in the response editor.
  For this it is necessary that the parameter Convert text mails for HTML templates is active.
• Standard template for external forwarding:
  Defines which template the system uses by default when an agent forwards a ticket externally and the use of the template is activated for the category or tenant of the ticket.
  A specification in the category always overrides the specification on the tenant as well as the global specification. Even if you explicitly specify that no template is to be used for the category, this overrides any global specifications and specifications on the tenant, so that no template is used in this case.
  A specification on the tenant always overrides the global specification. Even if you explicitly specify that no template is to be used for the category, this overrides any global specifications and specifications on the tenant, so that no template is used in this case.
  Of course, you can also define individual templates for external forwarding.
  For more information on configuring the standard template for the category or on the tenant, please contact your novomind project manager.
• Standard template for external query:
  Defines which template the system uses by default when an agent initiates an external query for a ticket and the use of the template is activated on the category or tenant of the ticket.
  A specification in the category always overrides the specification on the tenant as well as the global specification. Even if you explicitly specify that no template is to be used for the category, this overrides any global specifications and specifications on the tenant, so that no template is used in this case.
  A specification from the tenant always overrides the global specification. Even if you explicitly specify that no template is to be used for the category, this overrides any global specifications and specifications on the tenant, so that no template is used in this case.
  Of course, you can also continue to define individual templates for external queries.
  For more information on configuring the standard template for the category or on the tenant, please contact your novomind project manager.
• HTML-Template body style:
  
  Defines a default style sheet (css) for the HTML editor of the novomind iAGENT-Desk. The agent can override the respective setting in the editor with appropriate system configuration. Please note that this parameter does NOT affect the style of the email sent by the agent to the customer. For more information on configuration, please contact your novomind project manager.
  Defines a default style sheet (css) for the HTML editor of the novomind iAGENT-Desk. The agent can override the respective setting in the editor with appropriate system configuration. Please note that this parameter does NOT affect the style of the email sent by the agent to the customer. For more information on configuration, please contact your novomind project manager.

  This defines the default style sheet (CSS) for the HTML editor in the novomind iAGENT Desk. Agents can override the respective settings in the editor with an appropriate system configuration. Please note that this parameter does not affect the style of emails sent by the agent to customers. For more information on configuration, please contact your Novomind project manager.

• Send emails as Unicode message:
  Allows agents to use any characters (e.g. not Western European characters) in response emails.

Display

• Font to be used for plain text view:
  Defines the font used to display the original mail and the reply mail in the information area. To select between Arial and Courier.
• Display info tab:
  Determines whether the tab Info is displayed in the novomind iAGENT Desk information area.
• Indicate clearance authorization for current mail:
  If a clearance check is required for the agent’s mails or the current category, you can activate the display of a corresponding warning at this point.
  The state unknown means that the parameter was not previously set in the system configuration.
• Show TOP text modules:
  Defines whether the “TOP texts” text module group and the “TOP text modules” configuration menu are displayed in the novomind iAGENT Desk.
• Auto switch to HTML view:
  Mails with HTML format content are automatically displayed in the HTML view.
• Colored category indicators:
  The function provides colored highlighting of the recognized categories of the customer mail within the mail detail view. The highlighting can be toggled automatically or manually by the user. Please note that the function is only available for mails that have been received after activating the feature.
• Default image for user:
  Sets a default picture for all user profiles. The standard user picture is replaced by the upload of an individual picture in the respective profile.
• Display mail property in folders: (since version 12.14)
  Choosable Mail property which is displayed as an additional column in mailbox views
• Label for mail property: (since version 12.14)
  Display name for the additional mail property column (optional). If not set, the column will get the name of the mail property. If the values are available in multiple languages, the language in which they are to be displayed can additionally be set in the dropdown on the right.
  

Home area

• Display info tab in home area:
  Activates the home area in the novomind iAGENT Desk (if configured). Using the house symbol in the WebAgent (top left), the agent can access an overview page with mail information, its agent settings and, if necessary, tenant-specific URLs (such as intranet pages or other pages and programs available via URL).
• Show text modules in home area [days]:
  Defines for how many days changed text modules are displayed in the home area.
• Home info text:
  You can enter an informative text here that is displayed in the home area

Retrieve

• Manual retrieval of postponed emails:
  Select My reubmissions if the agent is only to be allowed to call re-submissions that it has set up itself. Select All resubmissions if you want the agent to be able to retrieve all re-submissions that exist in the system.
• Manual retrieval of forwarded emails:
  By selecting Individual mails only you specify that the agent can only retrieve mails that it has forwarded externally. With the setting All you allow the agent to retrieve all mails forwarded externally.
• Change resubmit date in global resubmit folder:
  Activating this Parameters allows agents to change the resubmit date in the global resubmit folder.

Spellcheck

• Auto correct permutations on spellcheck:
  Automatically corrects or transposed characters in the framework of spell checking.
• Spellcheck – Add:
  Determines whether agents can add words to dictionaries during spell checking. If activated, new words are added directly to the active dictionary. If clearance is required, words added by the system during spell checking are collected in a separate dictionary that requires clearance by the supervisor. If this function is de-activated, words are generally not included in a dictionary during the spell check of mails or text modules (the “unknown” option is only displayed until a selection has been made for the first time).

Chat

• Delay for delayed quitting after sending [sec]:
  A dropdown on the Send button can be used to automatically end the chat after the message is sent. Certain actions by the customer or agent can cause the automatic quitting to be cancelled (message sent or received; chat manually quitted; chat forwarded or resubmitted; chat rerouted after recategorization or tag change; agent who started automatic quitting was logged out) or the time to reset (agent or customer is typing).
• Create ticket mode:
  If activated, the agent can already create a ticket during the chat, to which certain properties from the chat are already transferred. If Post processing is chosen, the ticket can only be opened after the chat has ended. If the mode is disabled, the agent must switch to mail mode or open a completely new ticket via the central button bar at the top.
  
• Create ticket template:
  Here you can enter the name of a template that will be preselected for ticket creation.
  
• Enable video blurring library:
  If set to Yes, the area behind the agent is blurred in the video chat so that the background is no longer visible.
• Video call background:
  A system-wide background image can be set here which is displayed behind the agent during the video chat. The background image can then be activated by clicking on a button below the video preview.
  

Call

• Call Control Show Buttons: Defines whether the buttons for answering/ending a call are displayed
• Fixed Station ID: With fixed station IDs, the agent cannot enter an individual station ID when logging on; instead, it is permanently configured for the user. In this case, ‘free seating’ (i.e. the agent can log on at any telephone workstation and take calls) is not possible.
• Initial wrap-up time (sec.): Initial wrap-up time given to an agent to perform call-related tasks after the call has ended.
• Extension Time (Sec.): Period by which the initial wrap-up time can be extended.
• Max. Number of Extensions: Maximum number of extensions of the initial wrap-up time.
• Min. Remaining after work Time for Extensions (Sec.): The value indicates the minimum wrap-up time that must still remain for a wrap-up time extension to occur.
• Automatic after work time after call transfer: This value specifies the wrap-up time when a call is transferred to an agent who also works with the novomind iAGENT system, as well as for transfers to external destination numbers outside of novomind iAGENT.
• Automatic after work time after call transfer: This value applies to calls that are transferred by means of recategorisation or with the internal iAGENT function ‘Transfer call (with time limit)’.
• Manual work after call time: The agent can also request a wrap-up time manually.

Note: The parameters for the post-processing time that can be configured here apply both to the post-processing time for incoming calls and for outgoing calls.

Supervisor tab

General

Supervisor session timeout: Timeout in minutes after which an inactive supervisor session should be invalidated. This will only affect new sessions. The default value is 8.

Display

• Overview category-properties:
  The listing of the configured categories in the supervisor can be extended by certain own settings of the categories. This is important, for example, if you have divided the various categories into 1st, 2nd and 3rd Leve categories via your own settings and also want to be able to search for these settings in the category list.
  The correct syntax is: <category property> = <display name> (eg. refId=Reference number)
  The input must be confirmed with [ENTER] and is then displayed in the form of a chip.
• Display mail property in backlog: (since version 12.13)
  Choosable Mail property which can be selected as an additional column to be displayed in the mail backlog. There are 2 additional Mail properties which can be configured here. 
• Display chat property in backlog: (since version 13.5)
  Choosable Chat property which can be selected as an additional column to be displayed in the chat backlog. There are 2 additional Chat properties which can be configured here. 
• Label for mail property: (since version 12.13)
  Display name for the additional mail property column (optional). If not set, the column will get the name of the mail property. If the values are available in multiple languages, the language in which they are to be displayed can additionally be set in the dropdown on the right.
• Overview user-properties: User properties that should be selectable on the user overview page. Correct syntax is <user property> = <display name> (e.g. refId=Reference number).

Routing tab

General
Service level based routing:

• With service level based routing, tickets with a higher service level are delivered before tickets with a comparatively lower service level.
     This setting option is no longer available by default in new installations from version 11.0, since service level dependent routing is the default setting for routing in new installations from this point on. Please contact your novomind project leader for further information on this setting or the setting options in the interface.
• Language-based routing:
  The language-based routing distributes tickets based on the specified language skills of the agents.
• Location-based routing:
  The system automatically assigns tickets with location assignment to agents that are not or only assigned to this location. The location can be determined by the knowledge base, for example.
• Tag-based routing:
  The system automatically sends tickets with tags to matching agents who are assigned to all of this tags.
• Time limit for agent’s inbox [min]:
  If an agent does not reply to a mail within a given timeframe, no further mails will be sent to them until they have processed the pending mail. This ensures that agents do not ignore mails for an excessive period. If the time limit for a given mail has exceeded, this mail will turn red.

Once any of the global settings are disabled, the “Ignore” settings for bundling and privileged routing no longer have any effect and are displayed as disabled.

Privileged routing

When distributing new mails of a process (process-based routing) or of a sender (sender-based routing), the privileged routing prefers the agents that last processed a mail of this process/sender.

The process-based routing takes precedence over the sender-related routing: If the mail is assigned to a process, the system attempts to deliver it to the agent who processed the most recent mail in this process. If the mail is not assigned to an existing process, the system attempts to send the mail to the agent who processed the most recent mail from the same sender. If this does not work, e.g. because the agent is offline or on a break, the mail is delivered according to the other routing specifications.

The privileged routing is solved in such a way that the agent who has just processed a request of a contact (e.g. customer) is directly saved as the last agent on the contact.

This allows the system to check which agent was last in contact with this contact when a subsequent request is received. This agent is then provided as the first distribution target. This concept means that it does not matter through which channel the contact last enquired or currently inquires.

The privileged routing is activated/de-activated individually for each category: Under Master Data –> Categories. In the category configuration, click the tab Routing. It can be activated/deactivated through the checkbox Allow privileged routing.

• Ignore category on privileged routing:
  If Privileged routing is active, the agent that processed a customer’s most recent ticket is the preferred recipient for new tickets from the same customer. This also applies if the ticket concerned belongs to a category that is not assigned to it.
• Ignore location on privileged routing:
  The routing prefers the agent who processed the most recent ticket of a customer, even if the ticket is assigned to a location to which the agent is not assigned.
• Ignore language on privileged routing:
  Routing gives preference to an agent who has processed the last ticket of a customer, even if the ticket is assigned to a language to which the agent is not assigned.
• Ignore routing tags on privileged routing
  Routing gives preference to an agent who has processed the last ticket of a customer, even if the ticket is assigned to routing tags to which the agent is not assigned.
• Ignore agent availability on priveleged routing
  
  Routing gives preference to an agent who has processed the last ticket of a customer, even if the agent is not available or not available for the agent group.
  Routing gives preference to an agent who has processed the last ticket of a customer, even if the agent is not available or not available for the agent group.

Bundling

Bundling is a form of routing in which the system delivers all open mails of the same process/sender collectively to an agent. In this way, the agent can consistently answer related mails and redundant processing of the same issue is avoided.

The bundling can be activated/deactivated for each category individually through the checkbox “Allow bundling” on the Routing tab of the category edit dialogue.

The bundling does not necessarily search for the incoming email address, but uses it to find the assigned contact and distributes all open inquiries of the same contact to the same agent.

This behaviour is not active for defined mass-mailer addresses (System Settings -> Tab System).

• Ignore category on bundling:
  As part of the bundling process, the agent receives tickets of all categories, regardless of which categories the agent is assigned to.
  However, this does not apply to non-tenant tickets.
• Ignore location on bundling:
  When location-based routing is active, the agent receives all bundled tickets. Even those assigned to other locations.
• Ignore language on bundling:
  With active language-dependent routing the agent receives all bundled tickets, including tickets with a language to which the agent is not assigned.
• Ignore routing tags on bundling:
  With active tags-dependent routing the agent receives all bundled tickets, including those assigned to routing tags to which the agent is not assigned.
• Mail bundling according to customer address:
  Determines the maximum number of mails an agent can have per sender in the mailbox. Bundling is suspended when the maximum is reached.
• Mail bundling according to process ID:
  Defines the maximum number of mails an agent can have per operation in the mailbox. Bundling is suspended when the maximum is reached.
• Event for email bundling:
  Decides for which routing types bundling becomes active. If bundling applies to both manual and automatic routing, the above settings are applied to both types of routing.

Mail (as of version 13.14)

In the following settings can be set centrally for the system whether the processes that have been re-categorized or whose routing tags have been changed should be rerouted or retained by the agent: 

• Keep mail in processing after reategorization
• Keep Mal in processing after routing tag change

The default setting is “no”, so that  every process is rerouted after a recategorization/routing tag modification, and the “Process retained by agent” checkbox remains unchecked in case an agent wants to keep the process. If the setting is set to ‘Yes’, the email will be held in the processing queue by the agent after the recategorisation or change of routing tag.

The setting can be also set individually for the tenant or agent (via individual parameters). The priority of the setting is Agent > Tenant > System > Default (“No”), meaning that the agent setting overrides the system setting, and so on.

Please note: The logic for the tenant and agent parameters (mail.recategorize.keepInProcessing.default and mail.changeTags.keepInProcessing.default) is reversed to the system setting and the default value is “false”.

Chat

• Language-based routing:
  The language-dependent routing of distributed chats based on the specified language skills of the agent.
• Prefer agents already in chat mode: The routing process will prioritise agents in chat mode before routing chats to those in mail mode.
• Reroute chat after recategorization (as of version 12.17):
  Default setting to reroute a chat on the chat recategorization dialog in iAGENT Desk. If set to Yes, the checkmark on the recategorization dialog will be preset by default; if set to No, the checkmark has to be set manually if needed.
• Ignore chat channel limit on privileged routing:With privileged routing, the chat is assigned to the preferred agent, even if they have already reached their maximum number of chat channels. However, the maximum of eight simultaneous chats per agent is never exceeded. The standard setting is ‘Yes’, meaning the limit is ignored. If the limit needs to be considered, this setting must be changed to ‘Yes’. 

Service level tab

General

• Default service level [Hours]:
  Applies to categories for which no individual service level is defined.
• Service level forewarning [Percent]:
  When the specified percentage of the service level is reached, the colour of the point before the value of the current service level changes from green to yellow:
  →
  
• Service Level according to business hours:
  If you have configured business hours on your system, you can specify here whether the service level takes business hours into account. In this case, the service level will pause outside business hours.
  The setting applies globally; it can be overridden individually for each tenant.
• Automatic recategorization on exceeding of service level:
  System-wide, it is determined whether tickets are automatically recategorized when the service level of the current category is exceeded. The settings for the recategorization are made for the individual categories. This feature represents a kind of “overflow function”. Temporary service level bottlenecks in a particular category can thus be resolved more quickly by increasing the number of case worker resources.

Business Hours

• Default Business Hours:
  Select one of the existing business hours that you want to apply to the system.
  The standard business hours can be customised to suit the tenant.

System tab

General

• Host name:
  The name or IP address of the server on which your novomind iAGENT system is running.
  
• Client port:
  Communication interface between novomind iAGENT server and agents.
• URL prefix:
  A Tomcat application in whose environment the novomind iAGENT supervisor is running.
• Start routing automatically:
  Initiates routing at system start-up.
  
• Date format:
  several date and time formats can be selected from a dropdown list (dot delimiter, hyphen delimiter, slash delimiter etc.) The chosen format is used for all date and time specifications in your iAGENT instance.
• Language:
  The selected language is pre-set as the default language for the user interface. It can be changed individually for each user.
• Incoming accounts
  Activate/de-activate all incoming accounts.
  
• Messenger incoming accounts
  Activate/de-activate all messenger incoming accounts.
• Send read statuses for messengers (since version 12.16)
  Activates/Deactivates sending of read statuses for messengers. Customer messages within a chat are marked as read if either a) the messages are received while the agent has selected the chat and it is in chat mode, b) the messages are received while the agent was working on another chat and switches to this chat, c) the messages are received while the agent was in mail mode and the agent switches back to chat mode on this chat or d) a new message has been sent by the agent or bot.
  The setting can also be made in the tenant settings and in the settings for the Messenger inbox accounts. A setting at the incoming accounts would would override the tenant setting and a tenant setting would override the global setting here.
  
• Reply address for testing
  It makes sense to use real customer emails during test operation in order to carry out authentic tests. To ensure that the mails remain in the test system and are never accidentally sent to customers under any circumstances, a test response address is defined and used for the entire test period.
  
• Allow supervisors logins
  Allows supervisors to log on to the system.
  
• Allow agent logins
  Allows agents to log on to the system.
  

Addresses

• Error email address:
  If mails are received that cannot be processed, the system sends a corresponding notification mail to the address specified here.
• Email address for critical system messages:
  If a critical system error occurs, the system notifies the recipient stored at this point.
• Email address for account polling error:
  If an error occurs when retrieving a mail, it can happen that this mail blocks the in-box account and no more mails are received. In the event of such a query error, the system sends a notification email to the entered address.
• Please-do-not-reply-address:
  If you are sending mails to which the recipient should not reply, use the address stored here as the sender address.
• Default reply-to address:
  Use this address as the sender address if you want the recipient to reply to a general address. If no address is entered at this point and in the configuration of the respective in-box account, the system sends responses to the processing agent.

Archiving

• Mail archiving:
  The selected option decides whether mails are archived in the database or on your file system.
• Directory for mail archiving: (If you decide on File system , please specify the path where the system should store the archive files)
  Please enter the complete path to the desired folder here.
• Use compression for email archiving: (If you have decided on the database, please specify whether the system should compress and/or encrypt the data during archiving)
  Compresses the data during archiving to minimize storage requirements.
    For new installations from version 11.0, data compression is activated by default for archiving.
• Use encryption for email archiving:
  Encrypts data during archiving to prevent unauthorised access.

Database

• JDBC-Driver-Class:
  The name of the JDBC driver class used for the database connection. The driver class can, e.g. be included in the “nmIQMail.bat” query (for Windows servers) to start the novomind iAGENT process.
• JDBC-Connect-URL:
  The string for specification of the database connection.
• Database username:
  The user name for database access.
• Database password:
  The password for the database user.
• Number of concurrent connections:
  The maximum number of simultaneous database connections per process (supervisor or agent).

Security

• Required password strength for users:
  In this dropdown you can define the required password strength for users on a scale from 0 (No restriction) to 4 (Very strong). The scale corresponds to the theoretical number of trials necessary to guess the password (irrespective of the amount of e. g. numbers or symbols in the chosen password). A password strength value of 0 corresponds to up to 10³ guesses, 1 corresponds to up to 10⁶ guesses, 2 corresponds to up to 10⁸ guesses, 3 corresponds to up to 10¹⁰ guesses and 4 corresponds to more than 10¹⁰ guesses.
• Lock users on login faults:
  If the number of failed attempts specified here is reached when trying to log on a user, the user is blocked.
  To un-block the user, de-activate the checkbox Locked in its user profile.
• Authentication type for users:
  Defined how users authenticate: via the database, per IMAP or per LDAP.
• Authentication type for agents:
  Agents can authenticate via Database/IMAP or via LDAP/IMAP.
• External Authentication (since Version 12.26)
  Activates the external authentication in general
• External Authentication for Supervisors (since Version 12.26)
  Activates the external authentication for the iAGENT Supervisor
• External Authentication for Agents (since Version 12.26)
  Activates the external authentication for the iAGENT Desk
• Show login Screen (since Version 12.26)
  If single sign on (SSO) is activated, the login screen can be suppressed.
• External Authentication-Method (since Version 12.26)
  Different supported authentication methods can be selected.
• …method-specific configuration fields… (since Version 12.26)
  The description of the different fields will appear on clicking on the corresponding question mark.
• REST API Cross-Origin Resource Sharing (CORS): (since version 12.15)
  Enables Cross-Origin Resource Sharing (CORS) to allow browser-based access to the REST API from arbitrary hosts.

If you want users or agents to authenticate via LDAP, you must make the necessary entries. Set the authentication type to LDAP or LDAP/IMAP, save the setting and refresh the page using the -button. After the page has been re-loaded, navigate back to the System tab and scroll to Safety. The mask is now richer with a few more input fields:

• Active directory server address: The address of the active directory server
• Active directory domain: The domain of the active directory
• Active directory log: The log that uses the active directory – either LDAP or LDAPS can be selected.
• Active directory port: The port used
• LDAP username: The name of the LDAP user
• LDAP password: The password matching the above username
• LDAP cache timeout [Min]: The timeout for the LDAP cache, specified in minutes
• LDAP connect timeout [ms]: The timeout for the connection to the LDAP, specified in milliseconds
• User ID reverse lookup: Indicates whether the system performs a reverse lookup of the user ID
• Active directory agent group: (Only appears if LDAP is selected as authentication for agents)
• Active directory supervisor group: (Only appears if LDAP is selected as authentication for user)
• Create user profiles automatically: Determines whether the system creates user profiles automatically

Search

The search can be extended via custom defined fields (custom settings). For the defined search properties, entries are then displayed below the “More Filter” filter button to search exactly for entries with the desired property and its value. The syntax of how to fill the fields below is always as follows:
<name of custom setting>=<display name in search> (e.g. refId=reference number)

These fields appear in the individual searches and can be displayed as list columns for the search result as well.

• Full-text search: Full text search within mails and chats is enabled by default and can be disabled here.
• Searchable mail-properties: Mail properties (individual settings) entered here appear as a filter option under the item More filters in the search.
• Searchable call-properties: Call properties (individual settings) entered here appear as a filter option under the item More filters in the search.
• Searchable contact-properties: Contact properties (individual settings) entered here appear as a filter option under the item More filters in the search.
• Searchable chat-properties: Chat properties (Chat-Infos) entered here appear as a filter option under the item More filters in the search.
• Searchable contact-attributes: Contact attributes that should be selectable on the contact search.

Journey

This section has only one input line for entering so called Bundling properties, the syntax is “property name=display name”.

Useful values could include:

• Customer Status – e.g. regular customer, new customer, loyalty card owner, clicking Customer Status at a ticket with regular customer property lists all regular customer tickets
• CaseID – a special ID of a case, clicking Case lists all tickets with the same caseID

These entries as displayed as chips: Clicking the x-icon deletes the chip and the property. To save a property, you have to click the Save button at the upper edge of the page, entering the value won’t do.

After saving these chips in the image, every process (ticket) you open in the Backlog or in iAGENT Desk has the display names Case and Customer Status in a dropdownbox at its Journey tab. If values for caseID respectively cs were stored for your mail (CRM tab), clicking Case respectively Customer Status lists all processes with the same values.

Data deletion 

This option is available starting from the version 12.43.

This section contains only one setting: Detailed Log, which is disabled by default. When this setting is enabled, deleted requests (Mails, Chats and Calls are persisted in the database along with client data, allowing two custom reports to be generated from them later. The following data is stored:

• Ticket ID
• Category of the deleted ticket
• User who initiated the deletion run (for manual executions)
• Date/time of deletion

Workflow tab

2nd-Level

• Send reminder messages on ext. inquiries after [hours]:
  If no response is received to an external query within the specified time period, the system sends a one-time reminder mail.
  • The time period can be set individually for both clients and categories via “Individual Settings” Tab:
    externalForward.reminderInterval = 2
    (the two at the end is the number of hours)
• Request disposition notification on external forward:
  Requests acknowledgement of receipt from the recipient of an external query or external forwarding. The system recognises incoming acknowledgements of receipt of the “multi-part/report” content type and identifies them in the course of a mail. For external queries, acknowledgements of receipt are only flagged in the course if the agent does not select the option Complete operation nor the option Further processing. Whether the recipient sends an acknowledgement of receipt depends on their settings.
• Reset state on receipt of external answer to:
  Defines how external responses are processed.
  • Queued: the responses are transferred to the workflow and wait for processing just like other message receipts.
  • Resubmit (explicit): The response mail is set immediately as a re-submission and assigned to the most recent agent (if available).
• Forward original customer mail externally:
  Defines whether the customer mail is to be forwarded externally. The forwarded customer mail is attached.
  This parameter applies to:
  • External forwardings performed manually by supervisors or agents
  • Automatic forwardings defined for a category
• Forward template information externally:
  If this function is active, the prepared response proposal is appended to the mail to be forwarded. This parameter applies to:
  • External forwardings performed manually by supervisors or agents
  • Automatic forwardings that can be defined for a category.
• Allow override by user:
  Allows the user to manually override the settings Forward priginal mail of the customer externally and Forward template information externally. In this case, the user can also decide whether to forward the customer mail or the response template as an attachment or as a mail.
• Address input mode on external forward:
  • Choice only: Agents can select the address for external forwarding from a selection list.
  • Any desired: Agents may enter the address for an external forwarding manually.

Confirmation

• Send confirmation emails:
  If a corresponding template has been selected for the respective category, the system can send an acknowledgement of receipt.
• Send confirmation to mass mailer addresses:
  Here you can prevent the sending of acknowledgements of receipt to recognised mass mailing addresses.

Incoming actions

• Analyze text attachments:
  Allows text attachments to be analysed by the knowledge base so that they can be considered for categorisation.
  To do this, it is necessary to define an “ATTACHMENT” event in the knowledge base. If this event is not defined in the knowledge base, the mail is processed without analysis of the text attachments. For more information on the ATTACHMENT event, see the Composer manual.
• Use CC addresses:
  CC addresses of a customer mail are automatically included as CC addresses in the reply mail.
• Copy TO recipients:
  Addressees of a customer mail are automatically included as CC addresses in the reply mail.
• Convert plain-text mails for HTML-Templates:
  If both an HTML template and a text template exist for a category, this setting determines which template is used by the system.
  Yes: The HTML template is used (provided one exists).
  No: The template used depends on the format of the incoming mail. The HTML template is used for a mail in HTML format and the text template for a mail in plain text format.
• Convert email character set to UTF-8:
  Incoming emails are converted to the UTF-8 character set.

Duplicates

• Timeframe for customer doublet detection [days]:
  Mails received within the specified time frame and from the same sender are recognised as customer duplicates and considered for the privileged routing.
• Timeframe for content doublez detection [days]:
  The content duplicate detection records mails with identical contents that were not registered by the duplicate detection due to a new message ID.
  Mails with identical contents that were received within the time frame specified here are recognised and blocked by the system as content duplicates.
  Depending on the volume of mail, the system performance may be impaired by setting the time frame too high. We recommend a value of max. 3 days (usually 1 day should be sufficient).

Quality report

• Indicate quality check for current mail:
  Activates the warning – quality control by supervisor below the Editor.

Resubmit

• Time limit for postponing/forwarding [hours]:
  Limits the period that can be selected as waiting time for re-submissions or internal forwardings. Mails with an appropriate status that exceed the time period determined by the agent are re-integrated into the routing queue.
• Default time interval for postponing [hours]:
  The due date of the postponing operation is preselected automatically for the agent. The date and time is calculated by adding the specified amount of hours to the current time and rounding to the full hour.
  Please note: The default time has to be within the previously given time limit for postponings!
• Maximum number of postponements per agent:
  Defines the maximum number of mails that can be re-submitted per agent. If no value is defined, the number is unlimited.
• Time limit for non-specific postponing [hours]:
  In principle it is not intended that agents temporarily postpone mails. This parameter prevents an unspecific re-submission mail from being re-submitted to the relevant agent within the specified time period.
  In this case, the mail is either forwarded to another agent or, if no other suitable agent is available, is not returned to the original agent until after the expiry of the blocking period.
• Ignore capacity for resubmits: Here you can configure whether an agent’s capacity should be ignored when prioritising the routing of their own resubmits . If ‘No’ is selected here, emails added to the routing queue as resubmissions will not be delivered to the agent if their mailbox is full.
• Ignore availability state for resubmits: Here you can configure whether an agent’s availability state (also the availability for the channel and the agent group) should be ignored for the privileged routing of own resubmissions.

Forward

• Default time interval for forwarding [hours]:
  If an agent forwards an email internally, the system will attempt to deliver the ticket to the target agent for the time specified here. If the target agent is unable to accept the ticket (e.g. because they are not online), the ticket will be returned to the forwarding agent after the time specified here.
  The specified number of hours will be added to the current time and rounded up to the next full hour.
  
  Please note: The maximum time that internal forwarding and resubmissions can be left pending is also taken into account here. This limit is set in the ‘Resubmissions – Time limit for resubmission/internal forwarding [hours]’ section (see section above)!
  If the default time interval for forwarding is set longer than the limit, the agent will receive an error message stating ‘Time interval too long’!

Delivery failure

• Auto reactivate process in outbox on delivery failure:
  In the event of delivery errors originating in the novomind iMAIL system, the corresponding operation that has already been sent and completed will be restored in the out-box with the status Delivery failed.
  Only processes that have been completed are reactivated in the out-box. Delivery errors, e.g. queries, are not re-activated in the out-box, as these are still being processed.
  The received delivery error mail is automatically completed but can be retrieved/viewed by the agent via the entry Delivery error in the course of the reply mail. It is irrelevant for the reactivation of an operation whether the delivery error was triggered by an on, CC or BCC address.
  Causes for delivery errors can be, for example, an incorrect email address or a full customer mailbox. If the mail could not be delivered to several recipients, this may be noted in the delivery error mail (depending on the configuration of the mail server).
  If a delivery error was caused by an incorrect recipient address, this TO, CC or BCC address can be corrected in the inbox of the novomind iAGENT Supervisor or Desk.
  If this parameter is de-activated, incoming delivery errors appear as new processes in the in-box. Prerequisite for this function is the activation of the detection of delivery errors via the knowledge base. If the detection of delivery errors is not implemented in the knowledge base, this parameter has no effect.
• Auto close unrecognized delivery failure messages:
  Delivery failures not attributed to the novomind iMAIL system are completed immediately without a novomind iMAIL ticket being created or the mail archived.

Assign

• Assignment to foreign tenant: Defines whether operation IDs belonging to an external tenant can be used when assigning tickets to operations. If the function is de-activated and an external ID is still specified for the assignment, the system issues a corresponding error message.
  The option Only visible allows the user to assign tickets from one tenant to transactions from other tenants that are visible to the user.
  Non-tenant assignment is deactivated by default.
  Tickets can be assigned to events in the novomind iAGENT supervisor backlog, in the global in-box and in the agent’s personal in-box in novomind iAGENT desk and in the search results of both applications (s. Mail view and manual routing).

Chat tab

General and Timeouts

• Enable concurrent mail and chat: Enables concurrent mail and chat, which is disabled by default.
• Enable automatic chat mode switch: Enables automatic switch to chat mode when an agent is logged on as a mail agent but only has chat categories assigned. When set to true, agents who are available for chat can also manually switch to chat mode by clicking the ‘Chat’ tab, even if no chat is active or incoming.
• Allow agents to manually switch to chat mode: Agents can manually switch to chat mode, even if no chat is active or incoming.
• Restrict chat direction to the agent: If the default setting ‘Yes’ is selected: If an agent is in chat mode and is already conducting a video/audio chat, no further chat (including text chat) can be forwarded to him/her. If an agent is in chat mode and is already conducting one or more text chats, no audio/video chat may be forwarded to him/her.
• Call back mails: If set to ‘Yes’: When switching to chats, all tickets from the personal inbox that are not already being processed by this agent and are not forwarded due to special explicit routings (e.g. self-created new processes) will be sent back to the global inbox.
• Timeout for chat routing [milliseconds]: This is the maximum time during which an attempt is made to forward a chat to an agent before the customer receives a timeout.
• Timeout for chat routing to another agent [milliseconds]: Setting for how long a chat should be announced to an agent if they are in mail mode before the chat is forwarded to another agent.
• ‘Chat routing not ready’ timeout [milliseconds]: If an agent has ignored an announced chat in mail mode, they will not receive any further announced chats for this period of time.
• Activate chat escalation: Activates chat escalation, which can be configured on the ‘Routing’ tab of the categories in supervisor mode.
• Time until chat is set to inactive for an agent: After this time has elapsed, a chat is marked as ‘inactive’ for an agent.
• Timeout for chat redirection [milliseconds]: Redirection of the chat after the specified time to the user who tried to redeposit the chat in the queue (possibly after recategorisation if no other user is available in the target category)
• Update interval for chat resources [milliseconds]: In the ‘Chat’ tab, the website resources (JS, IMG, CSS, etc.) are scanned every x milliseconds and the last modification date is queried, for example. If ‘0’ is specified, scanning is completely disabled.
• Languages that support chat routing: This parameter can be used to define the language codes supported for language-based routing as a list separated by commas. Example: de, en, fr, es, pt, it, ru
• Attachments allowed in chat: Specify the file types allowed for chat (direction: from agent to chat participant). If this parameter is not set, the filename extensions of ‘agent.allowedAttachments’ are used.
• Maximum chat list size for calculating wait time: Defines how many of the most recently ended chats are used to calculate the estimated wait times for waiting chats.

Agent Desk

• Enable case creation: When set to ‘Yes,’ allows a new case to be created during the chat.
• Confirm when ending chat: When set to ‘Yes,’ displays a confirmation dialogue box when ending an active chat.
• Confirm when blocking contact: When set to ‘Yes,’ displays a confirmation dialogue box when blocking a contact in the chat.
• Availability of the ‘Pause’ button in the chat: If set to ‘No,’ the ‘Pause’ button is not available in the chat module.
• Availability of a save button in the chat: If set to ‘No,’ a save button is not available in chat mode after a chat has ended.
• Availability of the ‘Print’ button in the chat: If this option is set to ‘No’, no print button is available in chat mode after a chat has ended.
• Hide ‘Block’ button in chat: If set to ‘Yes’, the ‘Block’ button is not available in chat mode.
• Disable attachment downloads in chat: If ‘Yes’ is selected, the links to attachments displayed in chats in the supervisor and desk areas are suppressed. The names of the sent attachments can still be seen, but the corresponding links are missing, so they cannot be opened. Received image files are displayed directly in the chat history, but simple Javascript prevents you from opening the context menu for the image using the right mouse button or opening the image with just one click in an external program.
• Disable attachment downloads for agents in chat: If ‘Yes’ is selected, the links to attachments displayed in the chat are suppressed ONLY IN THE iAGENT DESK. The names of the sent attachments can still be seen, but the corresponding links are missing, so they cannot be opened. Received image files are displayed directly in the chat history, but a simple Javascript prevents you from opening the context menu for the image using the right mouse button or opening the image in an external programme with just one click.
• Maximum resubmission interval for asynchronous chats [milliseconds]: Maximum resubmission interval for asynchronous chats in milliseconds. If the parameter is not set, the agent.maxResubmitInterval parameter applies for mails. If neither of these parameters is set, the maximum resubmission time is NOW + 10 years.
• Chat forwarding ignored capacity: If set to ‘Yes’, agents can receive chats that are forwarded directly, even if all their chat channels are occupied.
• Chat typing interval [milliseconds]: Specifies how long the ‘…Agent is typing’ or similar information is displayed to the customer after the agent’s last key press.
• Automatically close the completed chat after this amount of time [milliseconds]: Automatically close the completed chat after this number of milliseconds. In the default configuration, the agent must complete the process manually. It is not executed if ‘Transaction codes required’ is configured for the category.
• Enable the Send File button for the agent in the chat: This displays or hides the Send File button for the agent in the chat. The button allows the agent to send an attachment via the chat.

Notifications

• Activate new chat focus: Set the focus in the browser (tab) to a new incoming chat. Please note that most browsers have security settings that prevent websites from setting themselves to the focus! In Firefox, the Firefox-specific browser configuration parameter dom.disable_window_flip must also be set to ‘false’.
• Activate focus for new question: Set the focus in the browser (tab) to a new incoming message in a running chat. Please note that most browsers have security settings that prevent websites from bringing themselves into focus! In Firefox, the Firefox-specific browser configuration parameter dom.disable_window_flip must also be set to ‘false’.

Frontend layout/functions

• Only chat category status available: If set to ‘Yes’, agents who are on a break or not available for chats are not counted as available agents in this category. This only applies to showing and hiding the ‘Start Chat’ button in the chat frontend (checking agent availability in the proactivity rules).
• Status chat category includes mail agents: If set to ‘Yes’, agents who are currently working on mails but whose chat setting is ‘ready’ are also considered available for chats. This only applies to showing and hiding the ‘Start Chat’ button in the chat frontend (checking agent availability in the proactivity rules).
• Wait Time of Chat Category ‘Status’: When set to ‘Yes,’ the estimated wait time is sent to the customer chat front end.
• Chat category status wait interval [milliseconds]: Defines the time in milliseconds after which the average chat duration is recalculated (default setting 1 hour). The average wait time is used to calculate the estimated wait time in the chat queue.
• Send chat category status queue size: The current queue size is sent to the chat front end.
• Business hours chat category status: If set to ‘Yes’, the information about whether the category is currently within business hours or not is sent to the chat front end.
• Chat category ‘Status capacity’: If set to ‘true’, information about the number of free chat channels in the current category is sent to the frontend.

Chat history by email

• Email account for sending chats: This is where you specify the incoming account (the ID of the incoming email account) that should be used to send the requested email with the chat history via the customer chat frontend.
• Mail template for sending chats: The template to be used for sending the chat history requested by the customer. This template must contain predefined Javascript so that it can determine the chat steps itself and include them in the mail. An example template file can be found here: chat_history_template
• Ticket creation mode: This is where you specify whether a ticket may be created in the chat edit view, or not, or only in the post-processing time after finishing but before closing chats.
• Ticket creation template: The template to be used when creating a new process that the agent creates from a chat.

To create automatic chat replies within a running chat, responseproviders have to be configured within the system parameters. See Routing.conf Parameters documentation. 

System parameters tab

On the system parameter tab, the settings can be made via the interface which otherwise had to be set in the Routing.conf configuration file. These settings are not stored in the database but in the Routing.conf configuration file, which is read directly each time the editing interface is opened. So these settings can be changed over the configuration file directly, or over the user interface.

The overview of the settings can be found on the Routing.conf page. 

Since these settings must be made with special care, this tab is secured with a special right. Changing system parameters can lead to impairment or even failure of the iAGENT system if used improperly. For this reason, the possible parameters are not described here in the manual.