Manage System Settings

System settings give you global options to customize Digital Experience. Some of these settings allow you to configure a default global option and an adjusted setting for one or more channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. You won't see the per-channel option until you add a channel.

Configure Service Level Agreements (SLAs)

SLAs help you track how effective your agents are in managing their casesClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. Digital Experience lets you configure SLAs globally and per channel. The speed of communication can vary widely from channel to channel, so you might want different SLAs for channels with slower communication speed. For example, a live chatClosed Agents and contacts interact on a real-time basis takes place in real time, but an email or SMS conversation may take days of back-and-forth between the agent and the customer.

SLAs are only calculated during your configured business hours.

Agents can see the current SLAs for a case display when they click in the reply field.

  1. Click the app selector and select ACD.

  2. Go to Digital > SLA.

  3. Click Edit for Default SLA for all channels.

  4. Use the drop-downs to set the number of days, hours, and minutes to set the system-wide default First Response Time and Solution Time.

    Field

    Details
    First Response Time (FRT) FRT starts counting the second a contactClosed The person interacting with an agent, IVR, or bot in your contact center. creates a request (for example, sends you a message or comments on a post) and runs until an agent replies.

    Solution Time (ST)

    ST is the total amount of time it takes to resolve a case. It starts at the same time as FRT, and runs until the case is marked Resolved by an agent. In reports, ST is sometimes referred to as RTClosed Resolution time, sometimes called solution time.
  5. If you want to set different SLAs for channels, return to the SLA page. Under Goals per Channels, click Edit for the channel you want to work on.

  6. Click the slider to move it to No, Different, then use the drop-downs to set the number of days, hours, and minutes for this channel's First Response Time and Solution Time.

    Field

    Details
    First Response Time (FRT) FRT starts counting the second a contactClosed The person interacting with an agent, IVR, or bot in your contact center. creates a request (for example, sends you a message or comments on a post) and runs until an agent replies.

    Solution Time (ST)

    ST is the total amount of time it takes to resolve a case. It starts at the same time as FRT, and runs until the case is marked Resolved by an agent. In reports, ST is sometimes referred to as RTClosed Resolution time, sometimes called solution time.
  7. Click Save.

Configure Business Hours

Business hours in Digital Experience are completely separate from ACD hours of operation. Digital Experience business hours impact the calculation of Digital Experience SLAs and the availability of Live Chat. You don't have to configure them, but if you do, only time within your business hours is considered in the calculations.

You can configure general business hours and business hours per channel. For example, if you have chat agents available 24/7, but your email response team only works from 8:00 in the morning to 7:00 in the evening, it wouldn't be accurate to include non-business hours in solution time (ST) for email agents.

The page where you can configure general and per channel business hours.
  1. Click the app selector and select ACD.

  2. Go to Digital > Hours of Operation.

  3. Under General, move the Enable slider to On.
  4. For Account Timezone, select your time zone from the drop-down.

  5. Click Edit to set the Default business hours for all channels.

    The page where you can set business hours for each day.
  6. Select or clear the checkboxes for each day your agents work.
  7. Use the drop-downs to select your starting and stopping times using 24-hour time. For example, if your agents start work at 8:00 in the morning and end work at 7:00 in the evening, set the first drop-down for each day to 08 and 00, and the second drop-down for each day to 19 and 00.
  8. Click Save.
  9. If you want to set different business hours for certain channels, return to the Business Hours page and click Edit for the channel you want to work on.

    The business hours you set for live chat channels determine the hours of operation for live chat.

  10. Click the slider to move it to No, different as per below.
  11. Select or clear the checkboxes for each day your agents work.
  12. Use the drop-downs to select your starting and stopping times using 24-hour time. For example, if your agents start work at 8:00 in the morning and end work at 7:00 in the evening, set the first drop-down for each day to 08 and 00, and the second drop-down for each day to 19 and 00.
  13. Click Save.

Access Tokens

Access tokens are generated automatically when you add a socialClosed Public social media interactions, such as on Facebook or Twitter or messagingClosed Direct interactions using social media like Twitter DM, WhatsApp, or Facebook Messenger channel. They're also used by some other integrations, such as a Bring Your Own Channel (BYOC) integration or a customer relationship management (CRM) or business intelligence (BI) tool.

  1. Click the app selector and select Digital. This launches the Digital Experience portal.
  2. Go to Settings > Account > Access Tokens.
    The page where you can generate access tokens to use in other systems.
  3. Click Generate new, or click Edit to rename an existing token.
  4. Enter a Token name. This should be a friendly name that you can easily recognize later.
  5. Click Generate token.
  6. On the Access Tokens list page, the App Id and App Secret for your new token are displayed at the top. Make a note of both.