General

Global

• Min Internal: the minimum internal number (Extension) that can be assigned to Agents, Users and Telephones.

• Chat closing interaction timeout: time in minutes a chat session is automatically closed if unattended (default=30; 0=never) and disposed as Timeout
  

• RTL Support enable/disable switch
  

• Stop Recording on voice call transfer: select this option if you want the recording to stop when a call is transferred. In case of blind transfer the recording will be stopped; in case of attended transfer the recording will be stopped if the second call is external.

Motionbar

• Auto Updater: you can enable/disable all the Phonebar Updates (this feature requires at least the version 5.1.24.0 of the Motion Phonebar on the workstation in use). If this switch is disabled, the agents will not be informed if a newer Motion Phonebar release is available. The default URL for autoupdating is displayed in the panel (the Motion Administrator can change it using a different repository).
  
  

• Remember Me toggle: enables or disables the RememberMe feature on the Agent Phonebar
  

Report

• Split Report: use this flag to disable splitting reports exceeding a configurable length. The default values are shown when this flag is enabled and can be changed:

Agent Omni Desktop Interface

• Enable Email Preview: this flag allows to enable the Agent to preview the last message exchanged in email interactions (available from Rel. 2.0.62)
  

• Search on Enter key: if selected, the request starts only after pressing Enter. If not selected, the request starts only after having entered at least 5 characters, as well as after pressing Enter (available from Rel. 2.5.11). This option is valid for all the Omni Desktop Interface sections of the Agent and in the sections that allow the search of values within a table by Admin or User (e.g. the Hopper table, Accounts Interactions, Chat Offline Messages, etc)
  

• Message Alignment: chose the way you want the messages from the Agent and the Customer are displayed in the interaction view. The possible choices are: 

  • alternate (each message type is aligned to alternate sides of the the screen)

  • left (all messages of all types are aligned on the left side of the screen)

  • right (all messages of all types are aligned on the right side of the screen).
    

• Interactions Reload Timeout for each channel (Chat/Email/OpenChannel/SMS Channels and WhatsApp Connector): enter here the value in seconds of how often you want the system to reload the interactions made for the channel in question (0 = real time update).
  

• Preview Recall Me Reminder Interval: Time interval in minutes before which notification will be sent to the Agent informing him/her about Preview Recall Me Call to be made. 
  

• Limit of interaction tab: Maximum number of tabs that can be opened on the Agent Omni Desktop interface (by default 20 tabs).

Filters

You can enable filter use in Agent Full Name field.
Only numbers, letters, spaces and specific characters (_,-) will be supported

Screen Recording

You can insert in this section the path where to save the files produced using the screen recording function. If you want to use the default destination path (Video/AgentId_AgentName/<year>/<month>/<day>/) do not insert anything here.

Security

• Security Suite is available starting from XCALLY Motion Version 2.0.52 (Default=Enabled for new installations, Default=Disabled for installation updates): this setting enables a set of security rules for Administrators, Agents, Telephones and Users accounts. If these rules are not enabled, you have no constraints in password length or duration. If they are enabled, this  means that:

  • The secure password format allowed is:

    • Minimum length of 8 characters

    • At least one lowercase letter

    • At least one uppercase letter

    • At least one digit

    • At least one symbol in the range ~!@#$%^&-_=+[{]}.
      

  • The password is automatically reset and must be reinserted at the first user/admin or agent login (this doesn't apply to telephones): remember that the new password must be different from the old one.

  • The password will expire after 90 days (this rule applies only to users/admin and agents, not to telephones)

• Voice Recording Encryption: if this option is enabled, the files containing voice calls recordings will be encrypted applying the AES-192 algorithm (see infobox below). This option will better protect your data from unauthorized use or file system breach and is highly recommended if in the stored voice calls there are sensitive or personal data. The encryption is turned off only if the files containing the voice recordings are accessed from the Motion user interface.
  

• Allowed login attempts before locking: in this field, the Administrator can set how many incorrect login attempts will be accepted before a user/agent becomes temporary blocked (Default=5; Unlimited=0)

• Minutes to wait before automatic unlock: in this field the Administrator can set the amount of time a user must wait after being blocked for exceeding the maximum number of wrong login attempts (Default=10; No automatic unlock=0).

• Enforce Password History: when this selector is enabled, every time you change your password the system prevents you from using one you have already used before (remember: by default when you change a password you can never reuse the current one). The number of previous passwords to be checked can be entered in the field made available when this selector is active:

• Privacy Policy switch set that allows you to enable masking the:

  • Email Addresses: insert the number of characters of the customers' email addresses you want to be masked to the Users/Agents for whom data protection with Mask Sensitive Data has been selected; 

  • Names: insert the number of characters of the customers' names you want to be masked to the Users/Agents for whom data protection with Mask Sensitive Data has been selected; 

  • Numbers: insert the number of digits of the customers' phone you want to be masked to the Users/Agents for whom data protection with Mask Sensitive Data has been selected;

You can activate or deactivate each of the switches related to the elements whose privacy you want to ensure.

• Cookies Banner: Enable/disable the Cookies banner for Administrators, Agents, and Users accounts.
  

IMAP

• Login Mail Frequency (sec): insert here the Email Channel fetch frequency (in seconds). Remember to restart the email service after the change (go to Settings→System Processes)

SSO

• Switch to Enable/Disable Single Sign-On  (see here: How to: Login with Google)

Log in with Google

Single Sign-On (SSO) is used to securely authenticate with multiple applications and websites by logging in only once using only one set of credentials. If Single Sign-On (SSO) is enabled, XCALLY Motion users and agents can login using corporate security credentials in the same domain without signing in.

A.I. Tools

(optional module)

• Language: choose the language of the transcriptions (one language per account)

• Bucket: insert here the name of the Bucket (Amazon S3 Storage where to upload your transcribe and analysis data)
  

• Transcribe: switch on to activate this service

• Transcribe Region: choose from the list of proposed values the geographic region closest to you

• Transcribe Account: insert the Amazon Transcribe Account
  

• Sentiment Analysis: switch on to activate this service

• Sentiment Analysis Region: choose from the list of proposed values the geographic region closest to you

• Sentiment Analysis Account: insert the Amazon Sentiment Account