General Settings covers the tenant-wide configuration that doesn't belong to a single channel — locale and identity, sign-in security, emergency call handling, and how agents are logged out of or removed from skills, along with diagnostic log retention.
- Navigate to
Admin (System) > System Settings > General
- Each field is listed under its section heading, described below
| Field | Description |
|---|
| Date Format | The format used to display dates throughout the application |
| Server Timezone | The time zone used for reporting and scheduled tasks |
| Server Country Code | The country used for phone number formatting and dialing rules |
| Field | Description |
|---|
| Allow Only SSO Login | Requires single sign-on; password login is disabled when enabled |
| Remember Password Accessible | Allows browsers to offer to remember login passwords |
| Enable Username Suggestions | Offers username suggestions on the login screen |
| Security Banner | Displays a custom banner to all users when signing in, with editable banner text |
| Field | Description |
|---|
| Emergency Numbers | Numbers that trigger an emergency alert when dialed (for example, 911) |
| Emergency Alert Agent Locations | Optional per-agent location details (address, building, floor, room) shown in emergency alerts |
| Field | Description |
|---|
| No CCAC Required Agents | Agents who can receive calls without the agent dashboard open |
| Missed Call/Chat Action | What happens when an agent misses a call or chat — Log agent out, or Keep logged in, make unavailable for a configurable number of seconds |
| After Call Work Timer | Wrap-up time agents get after each call — Initial time, Snooze increment, and Max snoozes |
| Free Form Account Codes Enabled | Allows agents to enter free-form account codes in addition to predefined ones |
| Field | Description |
|---|
| Event Log Max File Size | Maximum size of a single event log file |
| Event Log Max Total Size | Maximum combined size of all event log files |
