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Settings

The Settings page allows supervisors to configure operational schedules and manage AI-related preferences that affect reporting and call analysis.

The page contains three tabs:

Operating Hours

The Operating Hours tab defines when teams or individual agents are considered on duty. This ensures dashboards and analytics reflect only active operational periods rather than including after-hours activity.

You can create different schedules for specific teams or individual agents.

Add new schedule

To create a schedule:

  1. Under Schedule, select whether the schedule applies to Teams or Agents.
  2. Select the specific team(s) or agent(s) the schedule will apply to.
  3. Configure operating hours:
  4. At all times – Toggle ON if the selected teams or agents operate 24/7.
  5. If At all times is OFF, define the schedule manually. Select days of the week and start and end times.
  6. Additionally, you can:
  7. Add time slot – Define multiple operating periods within the same schedule.
  8. Add date exception – Set special schedules for holidays or other exceptions.
  9. Click Save.

To create another schedule, click Add new schedule. Multiple schedules can be created to support different teams or agents with distinct operating hours.

AI Preferences

The AI Preferences tab controls how AI features interpret and present conversation insights.

Manage AI Dictionary

The AI Dictionary allows you to define important terms that should be highlighted in AI-powered conversation outputs.

Terms added to the dictionary will appear in bold within:

  • Call summaries
  • Call actions
  • Call transcripts

Info

AI-powered conversation insights are available with CX Add-on.

Typical dictionary entries may include:

  • Product names
  • Issue types
  • Resolution keywords
  • Internal terminology

This helps ensure important details stand out during conversation review.

Manage AI call summaries language

AI call summaries can be automatically translated into a preferred language for easier review.

To configure this setting:

  1. Select a summary language.
  2. Click Save.

Supported languages:

  • English
  • German
  • Polish
  • Portuguese
  • Spanish

Both the original call-language summary and the translated summary will be visible in the conversation details.

Labels

Create and manage labels that can be assigned to conversations in History and to Contacts. Labels help you organise conversations and contacts for filtering, reporting, and analysis across the platform.

Create a label

  1. Go to Settings > Labels.
  2. Enter a label name.
  3. Select a colour to visually distinguish the label.
  4. Click Add label.

The new label is now available for assignment at the History and Contacts page.

Edit a label

  1. Go to Settings > Labels.
  2. Click the Edit icon next to the label you want to update.
  3. Update the label name or colour.
  4. Click Save.

Delete a label

  1. Go to Settings > Labels.
  2. Click the Delete icon next to the label you want to remove.
  3. Confirm deletion.

Deleting a label removes it from the platform and unassigns it from any conversations or contacts it was previously applied to.