Client Settings
Updated at December 11th, 2025
Table of Contents
Here, you can define settings for both the Supervisor and Web Client.
Supervisor Settings
The following settings apply to Supervisors and are in addition to the defined Supervisor accounts.
| Setting | Value |
|---|---|
| Hide agent columns |
By default, all agent columns are visible in the monitoring tab. You can hide one or more columns by defining them here (comma-separated, using the English terminology). If the checkbox Final is not checked, the defined columns will be hidden by default, but the Supervisor can make them visible again.  |
| Disable delete recordings | 0 = Agent can delete recordings (default) 1 = Agent cannot delete recordings |
| Enable widget layout on monitor | 0 = Supervisor has fixed layout of monitoring screen 1= Supervisor can create widgets to flexibly layout the screen |
| Final | If no explanation is provided in the Value field, the setting for Final is irrelevant. |
| User |
Select the Supervisor to which this setting applies. If User is not specified, it applies to all Supervisors except those explicitly defined by name. For example, if Disable delete recording is applied to all Supervisors, it remains ineffective for specific Supervisors like Emily.  |
Web Client Settings
The following settings apply to the Web Client.
| Setting | Value |
|---|---|
| CRM URL | Specify URL (e.g., https://...). |
| CRM: for routed interactions | Off = Show CRM for all interactions (default) On = Show CRM for routed interactions ONLY |
| CRM: for incoming calls | Off = Show CRM for all calls (default) On= Show CRM for incoming calls ONLY |
| CRM: for external calls | Off = Show CRM for internal and external calls (default) On= Show CRM for externals calls ONLY |
| CRM Launch Behaviour | Determines when CRM link should be launched in a separate tab, choose one of the following - On ringing (default) - On answer - No action |
| Disable recording downloads |
Off = agent is able to download the recording (default) On = agent cannot download the recording |
| Disable recording access | Off = agent is able to listen the recording (default) On = agent cannot listen to the recording |
| Disable email monitor | Off = agent will see email monitor On = agent will not see email monitor |
| Disable FAQ | Off = agent will see FAQ section On = agent will not see FAQ section |
| Disable manage booking | Off = agent is able to manage a booking (default) On = agent cannot manage a booking |
| Disable web client browser notifications | Off = web client browser notifications are allowed (default) On = web client browser notifications are not allowed |
| Disable router threshold notifications | Off = router threshold notifications are shown to agent (default) On = router threshold notifications are not shown to agent |
| Login status list |
List of statuses separated by semicolons. All users can select from these statuses when logging in. Notes:
|
| Disable settings |
Off = user can access and change Edit settings On = user has no access to Edit settings |
| Disable logon as agent |
Off = user can select role of agent On = user cannot select role of agent |
| Disable extend ACW |
Off = agent can extend ACW On = agent cannot extend ACW |
| Disable contact history |
Off = user can see contact history On = user cannot see contact history |
| Sending SMS enabled |
On = user will not see option to send SMS Off = user will see options to send SMS |
| Sending WhatsApp enabled |
On = user will not see option to send WhatsApp Off = user will see options to send WhatsApp |
| End ACW by qualification |
On = ACW is ended when Agent selects qualification Off = ACW is not ended when Agent selects qualification |
| Play disconnect tone when active party disconnects |
On = user will hear tone when active party disconnects Off = user will hear no tone when active party disconnects |
| Play disconnect tone when hold party disconnects |
On = user will hear tone when hold party disconnects Off = user will hear no tone when hold party disconnects |
| Increase priority on requeue |
On = when interaction is requeued priority is increased one level (except when priority is Urgent, or Emergency) Off = when interaction is requeued priority is not changed |
Additional Considerations
- Final: If not explicitly required, this setting is irrelevant.
- User: Select the specific User to whom the setting applies. If User is not specified, it applies to all Users except those explicitly defined by name.
- If a setting applies to an Agent, the User must have the Agent role.
