[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eAdministrators can configure various aspects of the agent's experience within the agent adapter through the CCAI Platform portal.\u003c/p\u003e\n"],["\u003cp\u003eAgent status settings, including the agent's status on login and their ability to receive or transfer calls and chats, can be configured in the "Agent status" section under Operation Management.\u003c/p\u003e\n"],["\u003cp\u003eCall details settings, such as call recordings, agent call exit permissions, and call countdown features, can be configured in the "Call details" section under Call settings.\u003c/p\u003e\n"],["\u003cp\u003eChanges to agent status or call details settings can be applied by adjusting configurations and then clicking the save button for the relevant section.\u003c/p\u003e\n"]]],[],null,["# Configure the agent experience\n\nAs an administrator, you can configure much of the agent's experience when\nthey're using the agent adapter.\n\nConfigure agent status settings\n-------------------------------\n\nOn the **Operation management** page of the CCAI Platform portal, in the **Agent\nstatus** section, you can configure agent status settings, such as:\n\n- The agent's status on login.\n\n- The agent's ability to stop receiving new calls and chats.\n\n- The agent's ability to transfer calls or chats.\n\n- The agent's ability to receive calls on their mobile phone.\n\nTo configure settings in the **Agent status** section, follow these steps:\n\n1. In the CCAI Platform portal, go to **Settings \\\u003e Operation Management**.\n\n2. Find the **Agent status** section.\n\n3. Configure the settings the way you want them, and then click **Save agent\n status**.\n\nConfigure call details\n----------------------\n\nOn the **call** display of the CCAI Platform portal, in the **Call details**\nsection, you can configure call details such as:\n\n- Call recordings.\n\n- The agent's ability to leave calls after adding a third party.\n\n- Call countdown and expiration.\n\n- Call history.\n\n- The hold time counter.\n\nTo configure settings in the **Call details** section, follow these steps:\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Call**.\n\n2. Go to the **Call details** section.\n\n3. Adjust the configuration based on your requirements.\n\n4. Click **Save call details**."]]
