Agent Details

Agent Details

In this section, the status changes, settings, and personal customizations that the agent can perform specifically for their own user account are explained step by step.

Notification preferences and profile information can be configured individually for each agent. By following the steps below, you can view, update, and customize agent settings according to your needs.

Agent Status Change

Agent status states allow agents to determine their working status within the system and their availability for chat assignments. These statuses inform team members, reports, and the automatic chat assignment system about the agent’s current state.

Status changes made by the agent directly affect whether chat assignments will be active. If the agent is not ready to receive chats, they can prevent new chat assignments by setting their status to offline, break, or similar states.

Agent Statuses

Agent statuses determine the agent’s current working state in the system and their availability for chat assignments. Each status communicates the agent’s state to team members, managers, reports, and the automatic chat assignment system.

• 1.a – Online:

  The agent is actively ready to work in the system and is open to receiving new chat assignments. If the maximum chat assignment limit of agents in this status has not been reached and their role and department are suitable for assignment, the automatic chat assignment mechanism performs chat assignments in accordance with the chat assignment algorithm.

• 1.b – Be Right Back:

  The agent has temporarily left the system but will return shortly. This status can be used for short breaks or brief tasks.

• 1.c – Busy:

  Indicates that the agent’s current workload is high or that they are engaged in another task.

• 1.d – Offline:

  The agent is not active in the system and cannot respond to customer requests. While in this status, no new chat assignments are made to the agent, and the agent is excluded from automatic assignment processes.

Note: All statuses other than “Online” stop chat assignments. However, different status options are provided to more clearly express the agent’s situation within the team, inform managers, and enable more detailed record-keeping in reporting processes.

Panel Language Change

Users can change the language settings of the content displayed in the panel according to their preferences from this area.

• Language Preferences: From this area, users can change the interface language displayed in the Supsis panel according to their preferences. The selected language from the listed options is applied instantly across the entire panel and saved individually for the user.

  The language change only affects interface texts; chat content, messages, and user data remain unchanged. The user can return to this area at any time to update their language preference.

User Settings

In this section, the agent can customize profile information and notification settings according to personal needs. All settings made are user-specific and can only be configured through the relevant agent’s panel.

By following the steps below, you can access user settings and easily make the necessary adjustments.

1. Profile
2. Change Password
3. Notification Settings
4. Conversation Language

1-) Profile

Through the profile settings screen, the agent’s profile photo and username can be customized. This information is displayed during interactions with customers who connect via the Supsis chat bubble, to team members, and on reporting screens.

All changes made are saved specifically for the agent and automatically reflected system-wide in the relevant areas.

• 1.a – Change Profile Picture:

  You can change your profile photo from this area. The selected profile picture can be viewed by customers during conversations conducted via the chat bubble and by team members.

• 1.b – Change Username:

  This area allows the agent to edit their displayed username in the system. The username is used to identify the agent in chat lists, messaging screens, internal team communication, and reports.

• 1.c – Update Username:

  This button is used to save the username changes made in the field marked 1.b. After the update is confirmed through this button, the new username becomes valid system-wide and is automatically reflected in all relevant areas.

2-) Change Password

This section allows the user to update their current account password.

• 2.a – Old Password:

  To verify your current account password, you must enter the password you are actively using in this field. For security reasons, a new password cannot be set without correctly entering the old password.

• 2.b – New Password:

  Enter the new password you wish to set for your account in this field. It is recommended to create a strong password (including uppercase/lowercase letters, numbers, and special characters).

• 2.c – Update Password:

  This button is used to save the new password and apply the changes. If the old password is entered correctly, the process is successfully completed. Once completed, the newly defined password becomes valid, and you must log in with this password on your next login.

3-) Notification Settings

Through notification settings, you can manage the notification sounds triggered in certain situations within the Supsis panel. In this section, you can define different sounds for different notification types, enable or disable desired notifications, and adjust the notification volume level.

All notification settings made are saved specifically for the user and only affect the relevant agent’s panel experience.

• 3.a – Notification Type:

  This area displays the notification types defined in the system. Through the settings made here, you can customize the behavior of the notification that will be triggered in your panel when the relevant situation occurs.

• 3.b – Notification Sound Preference by Type:

  Allows you to define different notification sounds for different situations. With this setting, you can easily distinguish which type of event has occurred from the sound of the incoming notification.

• 3.c – Volume Level of the Relevant Notification:

  You can adjust the volume level separately for each notification type. This feature allows certain notifications to be configured to be more attention-grabbing than others.

• 3.d – Infinite Loop:

  When this option is enabled, the assignment notification sound that plays when a new chat is assigned to you will continue uninterrupted (infinite loop) until you take any action related to the chat through the panel.

• 3.e – Enable/Disable Notification:

  Allows you to enable or disable notifications separately for each notification type. This way, you can keep only the notifications you need active and make your panel experience more efficient.

Note:

If you are not receiving notifications despite configuring all settings correctly and completely, it is recommended to review the I Cannot Receive Notifications documentation.

4-) Conversation Language

The conversation language is the area where the agent using the panel can determine the communication language to be used when interacting with customers. Changes made in this area do not affect the panel interface language.

The selected conversation language only affects the automatic translation feature. When automatic translation is active and the customer’s language is different from the conversation language, the customer’s messages are translated from their language into the conversation language defined here by the agent.

• 4.a – Language Selection: You can select your conversation language from the dropdown menu in this area. The selection is saved specifically for the agent and applied in automatic translation processes.

  For example: If the agent sets the conversation language to Spanish, customer messages sent in a different language will be automatically translated into Spanish.