User panel
After logging into Thulium, the user has access to a panel in the upper right corner where he can, among other things, change settings. We will discuss the various options below.
- User status information
- Information about the number of agents and calls on ivr/queues
- Calls information
- Ticket preview
- Internal chat
- External chat
On the other hand, in the lower left corner we have:
User status information#
Information about user status (Free/Pause).
Information about the number of agents and calls on ivr/queues#
Information on logged in/talking/free agents and the number of calls queued and on ivr.
When you click on the window may not disappear.
Calls information#
When you click on the handset icon, you can see the last 20 conversations with a customer - from the newest to the oldest. After selecting a call, you will be taken to the call tab.
In case the user does not have Thulium Web Softphone running, the handset will be crossed out.
Ticket preview#
If you click on the envelope icon, you can see a list of the last 5 tickets - from the newest to the oldest.
Internal chat#
After clicking on the chat icon, you can start chatting with other users of the system. By clicking New internal chat a list of users will appear - active users (i.e. logged into the system) are marked in green, and inactive users are marked in red.
External chat#
The chat icon will also inform you of pending chats and messages within them that need to be replied to.
User information#
When you expand the user's avatar, the following options appear:
- News - redirection to news page, where you will find information about what we are currently preparing and what has already been done,
- Knowledge base - redirect to knowledge base, where you will find a number of tutorials to help you use the system,
- Questions? - contact information for Thulium Customer Service,
- Account settings - advanced account settings,
- Notification settings - the ability to set browser notifications, audible or email notifications,
- My assignments - the option to quickly select the queues to which you are assigned,
- System version - the ability to check the current system version,
- Payments - the ability to check the current status of payments and information on the number and expiration date of purchased licenses. Only the system administrator has access to this function,
- Logout - logout from the system.
Account settings#
When you go to Account settings, you have the option to configure more advanced settings.
- Avatar - the ability to add your avatar - just click and drag the image,
- Change password - the ability to change your current password,
- Set language - choice of language: Polish, English or Deutsch,
- Set footer - possibility to set footer (containing, for example, the user's name, position and phone number), which will appear in e-mails sent.
Notification settings#
After selecting Notification settings, you will be able to personalize your notification settings.
- Browser notifications - enable/disable notifications such as new calls, messages and chats,
- Hide notifications automatically - turning it on will automatically hide the notification,
- Answer phone clicking on the notification - automatically answer an incoming call by clicking on the notification,
- Always show notifications - option to trigger notifications when the User is also on a card with Thulium system,
- Notification about incoming calls - option to enable/disable notifications of, for example, an internal call,
- Notifications about helpline calls - option to enable/disable notifications about a call from the infoline queue,
- Notifications about outbound calls - option to enable/disable notifications about a call from a campaign,
- Notifications about new chats - option to enable/disable new chat notifications from the queue,
- Notifications about new chat messages - option to enable/disable notifications of a new message in your chat,
- Notifications about new tickets - the ability to receive notifications of new queue tickets,
- Notification of assignment of a ticket - the ability to receive notification that you have been assigned to a ticket,
- Notification of a new message in the ticket - option to receive notification of new message in ticket assigned to you (or watched),
- Notifications of new messages - the option to receive notifications about new messages,
- Notifications about new mentions - option to enable/disable notifications about being mentioned in a ticket.
To test notifications, click .
- Sound notifications - option to select a sound for, for example, an incoming call along with setting its volume,
- Softphone key sound - option to enable/disable sounds when manually typing a phone number,
- Automatic pause switch sound - option to enable/disable sounds when switching to break as a result of, for example, unavailable phone,
- Sound of connection error - possibility to enable/disable sounds when network problems occur at the User's workstation,
- Phone sound - option to select sound about incoming phone call,
- Chat sound - option to enable/disable sounds associated with a new message in our chat room,
- New chat message sound - option to enable/disable sounds when a new chat is assigned.
Checking the Repeat sounds option will cause the chat to "ring" at all times instead of a single tone until an agent picks it up (or it will pause and the chat will go to the next agent). By default, this option is checked.
- Email notifications - option to enable/disable sending of given email notifications to the mailbox of a given User per queue,
- Notification of assignment of a ticket - message about assigning you by another User to a ticket,
- Notification of a new message in the ticket - email about a new message in the ticket you are assigned to or are watching.
- Notifications about new tickets - message about a new ticket in the queue,
- Notifications about change in ticket You are observing - message about a change in status or about a comment/reply added to a ticket you are following,
- Notification about queue change - an email informing about a change in the queue for a ticket to Users added to it,
- Notification of mention - notification that you have been mentioned by another User in a ticket.
To test the notifications, click .
Any change made within notifications should be saved by clicking , to undo changes before saving, select
.