Configuration Options¶
The SiX License Console provides a wide range of configuration items that allow administrators to personalize and optimize the SiX Agent experience for their organization.
System Settings¶
| Setting | Description |
|---|---|
| Accepted Domains | Defines which domains are permitted to embed the SiX Agent. |
| Agent Message Timeouts | Sets the duration before an idle message alert is triggered for agents. |
| Comment Templates | Pre-defined text blocks that agents can use when adding notes to contacts. |
| CRM Driven Authentication | Enables authentication based on the user's CRM session. |
| CRM Object Maps | Defines how CXone data fields map to specific CRM objects. |
| Email Skills | Configures specific behaviors for email-based contact handling. |
| Enable Agent Consult | Toggles the requirement for agents to accept/decline incoming consults. |
| Enable Hold Alert | Enables or disables the visual/audio alert when a contact has been on hold too long. |
| Event Actions | Triggers specific behaviors (like screen pops) based on contact events (OnAnswer, OnRelease, etc.). |
| History Minutes | Defines how many minutes of interaction history are visible to the agent in the UI. |
| Log Local Timezone | Determines if interaction logs use the agent's local timezone or UTC. |
| Off Hours Skills | Configures specialized handling for transfers occurring outside of standard hours. |
Personalization and UI¶
- Hidden Unavailable States: Hide specific CXone unavailable states from the agent's selection list.
- Hide Agent Reports: Disables the reporting tab within the SiX Agent interface.
- Hide ANI / From Address: Obfuscates the caller's phone number or sender's email address for privacy.
- Hide Skill Name: Removes the skill name from the contact card in the agent interface.
- Presence Sync: Synchronizes the agent's state across multiple platforms or CRM sessions.
Personalizing the Experience
Most configuration changes take effect the next time an agent logs into the SiX interface. For critical changes, you may need to ask agents to refresh their browser.