Learn More About the Settings Page

The Settings page in MAX allows agents to control the look, feel, and performance of their agent application. The following sections provide explanations of the many different settings accessible through the Settings page, and are organized by the main options of the Settings page: Display, Accessibility, A/V Notifications, Integrated Softphone, and Voice Threshold.

Display

Field Details
24-hour Clock Click this area to turn the 24-hour clock on or off. When enabled, the time will be entered and displayed on a 24-hour clock instead of a 12-hour clock.
Multi Chat Display Click this area to display multiple chats side-by-side, or one at a time. The default setting is On.
Panels Click this area to turn panels on or off.
Network Warnings Click this area to turn network warnings on or off.
Color Theme Select your preferred color scheme. Available themes are: Blue (default), Gray, and High Contrast. If you select either blue or gray, the ADA High Contrast setting will automatically set to Off; if the ADA High Contrast setting is set to On, the Color Theme will automatically set to High Contrast.
Glance Sensitivity Control the length of time you need to hover over the Glance Bar to open the main MAX window. Determine if you want the window to expand Fast, Medium, or Slow. You can also select Pin, which keeps the main window expanded.

Accessibility

Field Details
ADA High Contrast Click this area to turn high contrast coloring in MAX on and off.
ADA Screen Reader Click this area to turn a screen reader on and off, if one is enabled.

A/V Notifications

A/V Notifications can only be set for Chrome, Firefox, and Safari browsers. These are not available in Internet Explorer or Edge browsers.

Audio

When these settings are on, MAX plays an alert when the indicated action takes place.

Action Details
New Agent Message

A notification sound plays when you receive a new agent message.

New Contact

A notification sound plays when you connect to a new contact.

New Chat Message

A notification sound plays when a contact sends a new chat message.

End Chat or Call

A notification sound plays when a chat or call interaction ends.

Visual

Visual notifications appear in the bottom right corner of your screen and contain contact details.

Action Details
New Agent Message

A notification appears when you receive a new agent message.

New Contact

A notification appears when you are connected to a new chat contact.

A notification appears when you are connected to a new call.

New Chat Message

A notification pops up when you receive a new chat message.

End Chat or Call

A notification appears when a chat interaction ends.

A notification appears when a call ends.

Integrated Softphone

This settings menu is only available when an agent has logged in using an integrated softphone for the voice connection. This menu contains 3 settings:

Field Details
Volume Controls the volume of the integrated softphone output device (usually a headset).
Auto-Accept On / Off. When On, MAX will automatically accept incoming phone calls when the agent is in an Available state.
Ringtone Ring 1 (default) / Ring 2 / Ring 3 / None. Sets the ringtone played to the agent while MAX waits for a manual Accept or Reject from the agent.

Voice Threshold

This setting only appears if you are assigned a Personal Connection skill.

Calibrate the ability for MAX to distinguish between the volume of your voice when speaking to a contact and other background noise. Click Tune to receive an automated call, prompting you to speak several sentences to fine-tune the ability of MAX to detect your voice. Be sure to speak clearly and with the same volume that you would use when interacting with a contact. Also, when the prompt asks you to remain silent, do not mute yourself to mask the background noise.