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Settings lets administrators and supervisors control system-wide behavior — from agent session management and email handling to AI-powered summarization and real-time sentiment analysis. Settings are organized into two groups:
GroupWhat it controls
System SettingsCore operational behavior: co-browse, notifications, email, queues, and agent status.
Advanced SettingsAI and integration features: WFM, summarization, translation, sentiment, and call handling.

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System Settings

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Co-Browse

Co-Browse lets agents navigate the same web page simultaneously with a customer. You can mask sensitive fields so agents cannot see confidential data during a session. To configure Co-Browse:
  1. Go to Contact Center AI > CONFIGURATIONS > Settings > System Settings > Co-Browse.
  2. Turn on Enable Co-Browse. Agents will see the co-browse option in their compose bar for supported channels.
  3. Enter Allowed Domains (comma-separated) — the domains permitted to run co-browse sessions.
  4. Enter Mask Patterns (regular expressions, semicolon-separated) — values that must be hidden from the agent’s view.
  5. Enter Mask CSS Classes — known CSS classes whose content must be hidden from the agent’s view.
  6. Click Save.
Co-Browse

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Supervisor Join/Exit Notification to User

By default, customers receive a system message when a supervisor joins or exits a chat. This setting lets you suppress those notifications to support silent supervision or internal monitoring. To configure:
  1. Go to Contact Center AI > CONFIGURATIONS > Settings > System Settings > Supervisor Join Notification to User. Supervisor Join Notification
  2. The setting is enabled by default. To disable it, click the arrow to turn off the toggle. Toggle Off
Behavior:
Setting StateBehavior
Enabled (default)Customers see “Supervisor Joined the Chat” and “Supervisor Exited the Chat” messages.
DisabledCustomers receive no visual indication when a supervisor joins or exits. The change applies in real time and persists across sessions.
Note: All changes are recorded in audit logs for traceability.

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Automatic Away Status for Agent Inactivity

When enabled, the system automatically sets an agent’s status to Away if the configured Agent Inactivity Wait Time is exceeded after a conversation becomes overdue. This prevents inactive agents from receiving new interactions and keeps routing accurate. Behavior:
Setting StateBehavior
EnabledSets status to Away when inactivity timer is breached; blocks new interactions; updates Supervisor dashboard.
DisabledAgent status remains unchanged when the inactivity timer is breached.
To configure:
  1. Go to Contact Center AI > Settings > System Settings > Automatic Away Status for Agent Inactivity. Automatic Away
  2. Turn on the toggle to enable the feature. Enable Automatic Away

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Obscure Customer Info in Analytics — Interactions

Administrators can hide customer Email IDs and Phone Numbers in the Interactions dashboard, the Details slider, and export files — replacing them with an internal User ID. To configure:
  1. Go to Contact Center AI > Configurations > Settings > System Settings > Obscure Customer Info in Analytics - Interactions. Obscure Customer Info
  2. Enable the options you need:
    OptionEffect
    Replace Customer Column with User ID on main pageDisplays User ID instead of Email ID or Phone Number in the Interactions dashboard.
    Disable Userinfo tab in Details sliderHides the Userinfo tab from the Details slider.
    Replace Customer Column with User ID in export fileDisplays User ID instead of Email ID or Phone Number in the export file.
    Show Customer and Agent Names in TranscriptAdds a NameOfUser column to the transcript export file.
    Enable Obscure Customer Info
Note: All settings are optional and off by default. You can enable one or more independently. If none are enabled, the system displays customer information as Email ID or Phone Number.
Related: Interactions Dashboard

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Email Settings

Email Settings control how agents handle email distribution fields, contact suggestions, send confirmations, work bins, and outbound email access. To access: Go to Contact Center AI > Configurations > Settings > System Settings > Email Settings. Edit Distribution Available settings:
SettingDescription
Allow Agents to Edit Distribution Fields in Reply or Reply AllLets agents modify To, CC, and BCC fields when replying to email conversations.
Inline Email ID SuggestionsDisplays contact suggestions as agents type.
Send Confirmation for EmailsShows a confirmation pop-up when agents select Send.
Email Work BinLets agents park email conversations and resume them later without ending them.
Allow Outbound Emails in All Agent StatusesLets agents send outbound emails regardless of their current status or email capacity.
This is an account-level setting, enabled by default for all agents. Disable it to prevent agents from modifying distribution lists.

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Configure Inline Email ID Suggestions

  1. Select Bulk Upload.
  2. Upload or drag a CSV file with these columns: Contact Name, Email Address, Tags (optional).
  3. Map the CSV fields to system fields and select Validate.
  4. Review validation results and select Save.

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Configure Email Work Bin

Email Work Bin
  • Enable the option to hold customer replies for the last handling agent before rerouting.
  • Set the wait duration before standard queue routing applies.

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Delete Contacts

  1. Select a contact and click the Bin icon.
  2. Click Delete to confirm.
Related: Email Interactions

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Active Console Configuration

Active Console Configuration prevents agents from running concurrent sessions across multiple tabs, devices, or browsers. When an agent opens the console in a new location, the system prompts them to transfer the active session. All transfer actions are logged in audit reports. To configure:
  1. Go to Contact Center AI > Settings > System Settings > Active Console Configuration. Active Console Configuration
  2. The setting is enabled by default. Turn off the toggle to disable it.

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Queue-Level Settings

Queue-Level Settings control outbound options, conversation routing during non-business hours, and dynamic queue prioritization. To access: Go to Contact Center AI > Configurations > Settings > System Settings > Queue-level Settings. Queue Level Settings
SettingDescription
Queue-level Outbound Numbers/EmailsWhen on, agents see only the outbound phone numbers and email addresses configured for their queue.
Redirect Queued Conversations to Out of Business Hours FlowWhen on, conversations waiting in queue are automatically redirected to the Out of Business Hours flow when operating hours end.
Dynamic Queue ReprioritizationWhen on, administrators can adjust queue priorities in real time so agents handle the most critical queues first during high-volume periods.

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Configure Dynamic Queue Reprioritization

  1. Turn on the Dynamic Queue Reprioritization toggle.
  2. Select a queue priority from 1 (highest) to 10 (lowest), then click Save. Queue Priority Selection
How Hours of Operation (HOP) Config IDs work with queues:
  • Every interaction is assigned a HOP Config ID when it enters a queue. This ID governs the Hours of Operation rules for that conversation’s entire lifecycle.
  • The system does not automatically update the HOP Config ID after assignment.
  • Changing a queue’s HOP configuration does not affect interactions already active or waiting in that queue.
Recommended: Instead of switching a queue’s HOP configuration while interactions are active, update the timings within the existing HOP configuration.
Related: Queues — Additional Configuration

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Advanced Settings

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Community WFM [Beta]

Community WFM integrates natively with Contact Center AI to provide workforce management capabilities including forecasting, scheduling, attendance tracking, and reporting.
Note: This feature is in Beta. Contact Support to share feedback.
Features:
FeatureCapabilities
ForecastingSkill-based omnichannel forecasting; supports time-of-day and day-of-week shrinkage and service objectives; unlimited forecast ranges.
SchedulingFixed, floating, and rotating schedule optimization; intraday re-optimization; automated end-to-end schedule bidding.
ASAM (Automated Schedule Attendance Monitor)Integrates with phone systems and agent mobile apps to track agent arrival; provides an Arrival Detail Console for managing exceptions.
ASAP (Automated Schedule Adjustment Plans)Create and reuse customizable staffing strategies to increase, decrease, or refine staffing levels on demand.
ReportingPre-built and custom reports: Contact Volume, Published Forecast, Published Schedule, Intraday Analysis, Schedule Adherence, and Administrative.

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Prerequisites

Obtain the following from your Community WFM Purchase Order agreement before configuring:
  • Base URL
  • Account ID
  • API key

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Configure and Enable Community WFM

  1. Go to CONFIGURATIONS > Settings > Advanced Settings > Community WFM [Beta]. Community WFM
  2. Enter the Base URL, Account ID, and API key. Base URL, Account ID, and API key
  3. (Optional) Turn on Data sync to enable data sharing from Contact Center AI to Community WFM for ML-based call volume forecasting. Data Sync Toggle
    Note: Data sync starts from the current day and does not include historical data.
  4. Click Save.

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Stop Data Sharing

Turn off the Data sync toggle and confirm. Data exchange between Contact Center AI and Community WFM stops immediately. Data Sync Off Confirmation For more information, visit Community WFM.

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LLM-Based Conversation Summary

This feature lets administrators integrate external Gen AI models to power conversation summarization — extending language support and enabling custom summarization prompts beyond out-of-the-box capabilities. Benefits:
AudienceBenefit
AdministratorsConfigure external models and custom prompts; extend language support.
AgentsReceive more flexible, language-aware, and customized conversation summaries.

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Prerequisites

  • Access to AI for Service (XO Platform) with administrative privileges
  • A Gen AI connector provided by the platform team
  • A configured external Gen AI model

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Enable LLM-Based Summarization

  1. Go to Contact Center AI > CONFIGURATIONS > Settings > Advanced Settings > LLM based Conversation Summary. LLM Based Conversation Summary
  2. Turn on the LLM based Conversation Summary toggle.
  3. Select a summarization method:
    • OOTB Kore Summarization (default)
    • Using the model configured in the GenAI framework
    Conversation Summary Options
    Note: The GenAI framework option is disabled until a valid model is configured.

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Configure a Custom Model

  1. Open GenAI & LLM in AI for Service.
  2. Configure your external Gen AI model. Learn more.
  3. Define custom prompts for your summarization needs.
How it works: The system captures the conversation transcript, sends it to the configured Gen AI model, applies the custom prompt, and displays the summarized output to agents.

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Reject Calls with a Delayed First Response

This setting controls when a call is considered “connected.” When enabled, a call is connected only after the platform sends its first message (first volley). If no initial response is generated within 10 seconds, the call is rejected and returned to the source — preventing customers from experiencing dead air. When to use: Enable this when transferring calls from an existing telephony provider to Voice Gateway (VG) and rare delays in response generation are causing dead air. To enable: Go to Contact Center AI > CONFIGURATIONS > Settings > Advanced Settings > Reject calls with a delayed first response and turn on the toggle. Reject Calls With a Delayed First Response

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Translation Configurations

Translation Configurations enable real-time translation so agents can engage customers in their preferred language. The system translates agent content — including search responses, Dialog Tasks, text-only templates, and conversation transcripts — into the selected language. To configure:
  1. Go to Contact Center AI > CONFIGURATIONS > Settings > Advanced Settings > Translation Configurations. Translation Configurations
  2. Turn on the translation toggle, then select a provider:
    ProviderWhat to enter
    Google TranslatorAccess key
    Microsoft TranslatorAccess key
    CustomSelect Add Custom Engine to configure an endpoint. See Manage Translation Services.
    Custom Engine Configuration Window
  3. Click Save. Translation Configurations
Note: Template messages are not translated in conversation transcripts.

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Language Selection in the Console

Agents can switch languages directly from the CCAI console:
  1. Go to Contact Center AI > Console and select a language from the language dropdown. Console Language Selection
  2. Select Mark as Default to set a language as the default for that agent. Console Default Language
  3. Chat messages, Assist, Search, and My Bot tab content are translated into the selected language. Translated Content
Preferred Language Setting: During automation, the system can detect the user’s language and set it as the preferred translation language. See Utils — Set Preferred Language for Translation.

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Conversation Logs Language

When Agent AI Conversation Logs is enabled, the Conversation Logs section includes a language dropdown with options to view the original, translated, or dual-language view.
  1. Go to Contact Center AI > Analytics > Agent AI Logs.
  2. Click a Conversation ID.
  3. Click Original to view both original and translated content side by side. Original and Translated Languages
  4. Click the abbreviated language name to view only the translated content. Translated Language
  5. Select another language from the dropdown to retranslate the content.
Related: Translate Internal Chats

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Real-Time Sentiment Analysis

Real-Time Sentiment Analysis displays a live sentiment indicator during active chat conversations, updating dynamically as the conversation progresses.
Note:
  • Sentiment data is available only for interactions after deployment of release v3.13.0, provided this setting is enabled.
  • Sentiment capture is unavailable for messages sent during configuration disruptions.
Benefits:
  • Gives agents real-time visibility into customer sentiment.
  • Enables more empathetic, emotionally aware responses.
  • Helps agents tailor responses based on sentiment shifts.
  • Provides interactive visual analysis of emotional trends.
To enable:
  1. Go to Contact Center AI > CONFIGURATIONS > Settings > Advanced Settings > Real Time Sentiment Analysis. Real-Time Sentiment Analysis
  2. Turn on the toggle. This feature is disabled by default.
    Required: You must configure a custom model and enable the appropriate prompt in GenAI Tools. Learn more.
    Real-Time Sentiment Analysis Toggle
Related:

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Wrap-Up Code Prediction

Wrap-Up Code Prediction uses GenAI (LLM) to automatically suggest disposition codes during conversation wrap-up, based on the conversation transcript and predefined disposition metadata. This reduces manual tagging effort and improves reporting accuracy. To enable:
  1. Go to Contact Center AI > Configurations > Settings > Advanced Settings > Wrap-up Code Prediction. Wrap-up Code Prediction
  2. Turn on the toggle to activate the feature. Wrap-up Code Prediction Enabled
Once enabled, the system generates intelligent disposition suggestions based on actual conversation content. Related: Intelligent Disposition Code Suggestions